Eldrin Choi Ocampo Perocho

Eldrin Choi Perocho Customer Service Specialist | Customer Experience | Order Processing Cavite, Philippines • - •-• Open to Remote Roles Professional Summary Customer service professional with 16 years of experience delivering high-quality support across phone, chat, and email. Strong background in FinTech, real estate, banking, telecommunications, collections, and startup environments. Known for clear communication, empathy, and strong ownership of customer concerns. Experienced with CRM tools such as Zendesk and Salesforce, with the ability to adapt quickly to new systems and processes. Core Competencies • Customer Support (Phone, Chat, Email) • Account Management & Billing Support • Customer Experience & Retention • De-escalation & Complaint Handling • Payments, Late Fees & Basic Financial Records • CRM & Ticket Management • Documentation & Data Accuracy • Time Management & Multitasking • Team Leadership & Coaching Tools & Platforms Zendesk, Salesforce, Notion, Slack, RingCentral, Zoom, Microsoft Word, Excel, PowerPoint, Microsoft Teams, Google Workspace, Mojo Dialer, Net2Phone, ZoomInfo, Bizapedia Work Experience Customer Service VA (Freelance) Flex • May 2023 – January 2026 - Delivered multi-channel customer support (email, chat, phone) for various clients across different industries - Handled billing inquiries, account concerns, and service-related issues with professionalism and empathy - Maintained accurate records and documentation to ensure smooth follow-ups - Worked independently in a remote setup while consistently meeting deadlines 1 Customer Service VA Top Storage • August 2021 – April 2023 - Managed customer concerns related to storage services, pricing, availability, and billing - Assisted customers with bookings, updates, cancellations, and issue resolution Ensured accuracy of customer information and internal records Real Estate VA Dustin Kimberley, Berkshire Hathaway • January 2020 – March 2021 - Assisted with lead management and client communication for real estate transactions - Maintained CRM records and supported scheduling and follow-ups Phone Banker / Live Chat Agent HSBC – Alabang • November 2017 – December 2019 - Supported customers with banking inquiries, account updates, and transaction concerns - Handled sensitive financial information with strict compliance standards Technical Specialist / Help Desk Associate Citi – IBM Business Services Inc. • March 2017 – September 2017 - Provided technical support and troubleshooting for internal users - Documented cases accurately to support process improvement HR Services Advisor BMW – IBM Business Services Inc. • November 2014 – March 2017 - Handled employee inquiries related to HR policies, benefits, and documentation - Ensured accurate and confidential handling of employee data Customer Service – Collections Agent Convergys, Nuvali • November 2013 – September 2014 - Managed billing and collections concerns Negotiated payment arrangements while maintaining strong customer rapport Team Leader Telstra Billing – Teleperformance Philippines • January 2011 – October 2013 - Led and coached a team of customer service agents - Monitored performance metrics such as quality, productivity, and attendance Handled escalated customer concerns and ensured proper resolution Customer Care Specialist AT&T Collections – Teleperformance Philippines • April 2010 – January 2011 - Handled billing, account, and payment-related concerns - Delivered customer-focused solutions to improve satisfaction and retention 2 Education Bachelor of Science in Nursing University of Perpetual Help • Graduated 2009 Personal Strengths • Strong problem-solving and analytical skills • Detail-oriented and highly organized • Excellent written and verbal communication • Empathetic, calm, and professional under pressure • Reliable, adaptable, and quick to learn new systems 3