Gideon Bangcas Jr.

Gideon Bangcas Jr Virtual Assistant | Customer Service Representative CONTACT - - Purok Sta cruz, Tagakpan Davao city About Me Experienced BPO professional with over 10 years in the industry, demonstrating proven leadership in managing high-performing teams and delivering exceptional customer service. Known for adaptability, strong leadership, and a results-driven mindset, I take pride in achieving goals, optimizing processes, and creating meaningful outcomes. Passionate about fostering team growth, maintaining high standards, and driving continuous improvement. Work Experience 24/7 Inc. Woflow Customer Service Representative June 2023 - March 2024 TATA Consultancy Services Australian Utility Account Handled end-to-end customer support for gas and electricity services, including connections and account maintenance. Processed customer payments and ensured accurate billing and transaction records. Verified and applied Concession IDs to ensure customer eligibility and regulatory compliance. Assisted customers with billing explanations, usage concerns, and service-related inquiries. Followed Australian utility regulations and company procedures while maintaining service quality. June 2012 - January 2014 Team Management & Attendance Task Monitoring & Productivity Quality Assurance Coordination Coaching & Performance Management Communication & Escalation Process & Documentation Support & Coverage February 2011 -May 2012 March 2024 - Present Pod Leader Handled inbound calls from UK customers, delivering friendly and efficient support. Assisted with billing inquiries, payments, account updates, and service plan guidance. Managed line activations, deactivations, and service reconnections to ensure seamless service. Troubleshot technical issues related to mobile phones, SIM cards, and network connectivity. Addressed escalated complaints, resolving customer concerns promptly and professionally. Provided recommendations on plan changes, upgrades, and additional services to enhance customer satisfaction. Aegis People Support ( Expedia ) Customer Service Representative Handled inbound calls for US-based customers, delivering timely and professional Flight and Hotel support. Assisted with flight, car, and hotel reservations, ensuring accurate bookings and confirmations. Performed administrative tasks, including data entry, record updates, and documentation management. Supported customers with cancellations, rescheduling, and itinerary modifications. Addressed billing inquiries, refunds, and travel-related payment issues. Managed complaints and escalations, ensuring prompt resolution and customer satisfaction. August 2022 - April 2023 Skills Real Time Marketing Productivity & Office Tools: Microsoft Excel & PowerPoint Google Workspace: Google Sheets, Google Drive, Google Meet, Google Calendar Account Manager | Account Monitoring Monitored and maintained digital marketing accounts to ensure content accuracy and timely updates. Managed blog posting and special offer promotions for GBP accounts, ensuring consistent brand messaging. Uploaded and optimized images for marketing campaigns to enhance engagement. Conducted call recording reviews and account monitoring to maintain quality standards and compliance. Collaborated with team members to ensure smooth execution of marketing tasks and adherence to deadlines. Communication & Collaboration Tools: Discord, Slack, Microsoft Teams Customer Service & Operations Tools: Workforce Management Systems Metabase (Analytics) Omni Dispatch Tool Teamwork Desk (Email Support) Order Entry Data Encoding / Data Entry Teamwork & Collaboration TELUS Digital Customer Service Representative Provided expert support to agents as a Subject Matter Expert (SME), resolving escalated customer issues and guiding team members on processes and best practices. Handled administrative tasks to maintain accurate records, reports, and workflow efficiency. Served as Officer-in-Charge (OIC) Supervisor (Aug 2022 – Nov 2022), overseeing team performance, monitoring service quality, and ensuring compliance with SLAs. Functioned as OIC Trainer (Feb 2022 – Aug 2022), onboarding and coaching new hires, delivering process training, and improving team productivity. Assisted customers with billing inquiries, service concerns, and account management while maintaining high customer satisfaction and adherence to company policies. - February 2015 - August 2022 Other Skills: Education Bachelor of Science in Commerce, Major in Management University of the Immaculate Concepcion