Dario Gabriel Cervantes

DARIO GABRIEL I.L. CERVANTES Cotabato City | Philippines 📞- | ✉️-PROFESSIONAL SUMMARY Results driven Customer Support, Technical Support, and Operations professional with 10+ years of experience across BPO, leadership, and remote dispatch operations. Proven success in customer service, sales, technical troubleshooting, team supervision, scheduling, and process improvement. Recognized for leading teams to target achievement, improving workflow efficiency, and delivering high customer satisfaction. Strong background in remote work, cross functional coordination, and fast paced environments. CORE SKILLS Customer Service | Technical Support | Team Leadership | Dispatch Operations | Scheduling & Coordination | CRM Systems | Sales Support | Escalation Handling | Email & Chat Support | Process Improvement | Data Entry | Google Workspace | Microsoft Office | KPI Management | Training & Coaching PROFESSIONAL EXPERIENCE General Virtual Assistant / Dispatcher (Remote) Independent Contractor | Sep 2024 – Sep 2025  Managed technician scheduling and dispatch operations for copier repair requests, ensuring timely appointment completion.  Coordinated directly with customers through phone, email, and chat, improving communication turnaround and appointment confirmations.  Maintained organized records, service updates, and follow-up actions to reduce missed appointments and delays.  Supported daily operations by prioritizing urgent service tickets and balancing multiple schedules simultaneously.  Quickly adapted to new tools and systems, maintaining productivity in a fully remote environment. Technical Service Specialist Full Potential Solutions – Davao City | Apr 2024 – Aug 2024  Resolved hardware, software, and connectivity issues through phone, chat, and email support.  Guided customers through step-by-step troubleshooting, increasing first-contact resolution rates.  Escalated advanced concerns efficiently while maintaining ownership of customer experience.  Stayed current on product updates and technical documentation to improve support accuracy. Team Leader VXI Global Holdings – Davao City | Jun 2022 – Mar 2024  Led a team of 20 agents in a billing and sales account, driving daily, weekly, and monthly KPI performance.  Coached agents on sales techniques, productivity, and customer handling, improving overall team results.  Monitored attendance, quality, and performance metrics to maintain operational standards.  Collaborated with management on action plans to recover underperforming metrics. Subject Matter Expert (SME) VXI Global Holdings – Davao City | Dec 2021 – May 2022  Served as primary escalation support for agents and customers, helping improve issue resolution speed.  Created and maintained knowledge base articles, process guides, and training materials.  Assisted supervisors with floor support, call handling, and real-time coaching.  Helped onboard and develop new hires through process guidance and mentorship. Customer Account Associate VXI Global Holdings – Davao City | Apr 2018 – Nov 2021  Delivered high-quality customer service for billing and sales concerns.  Processed orders, handled account updates, and resolved complaints professionally.  Consistently balanced customer satisfaction with revenue generation opportunities. Technical Support Representative Teleperformance – Davao City | May 2017 – May 2018  Diagnosed and resolved technical issues via phone, chat, and remote tools.  Logged customer interactions accurately in CRM and ticketing systems.  Contributed to knowledge base updates and support documentation. Customer Account Associate Sutherland – Davao City | Jan 2015 – May 2017  Managed inbound billing and sales inquiries while maintaining customer satisfaction.  Identified upselling opportunities and processed service orders accurately. EDUCATION Bachelor of Science in Computer Science STI College KEY VALUE TO EMPLOYERS ✔ 10+ years customer-facing experience ✔ Leadership experience managing 20-person teams ✔ Remote dispatcher and admin support background ✔ Technical troubleshooting expertise ✔ Proven ability to multitask and meet KPIs ✔ Fast learner with strong ownership mindset