- Reply rate:
- -
- Availability:
- Full-time (40 hrs/wk)
- Age:
- 42 years old
- Location:
- City Of Pasig, Metro Manila, Philippines
- Experience:
- 10 years
JACK PERRY P. BARTOLOME
650 MRR street Brgy. Pineda Pasig City--
PROFESSIONAL SUMMARY
Customer service and technical support professional with 10+ years of experience in managing
customer issues, technical troubleshooting, and conflict resolution. Proven ability to effectively
handle high-pressure situations and resolve customer complaints, consistently achieving service
excellence. Skilled in onboarding, vendor management, and overseeing the execution of
operational processes for both internal teams and external vendors. Highly adaptable and quick
to learn, with expertise in client-facing roles across diverse industries, including
telecommunications, gaming, and technology.
AWARDS 2024
ROOKIE OF THE YEAR 2024
TOP PERFORMER 2024
PROMOTION 2024
KEY SKILLS & COMPETENCIES
● Customer Service Management: Expertise in resolving customer complaints, handling
escalations, and ensuring customer satisfaction across multiple industries.
● Technical Support: Knowledge of troubleshooting and resolving issues related to
mobile devices, gaming platforms, and utilities.
● Vendor Onboarding & Management: Experience in managing vendor relationships and
overseeing onboarding/offboarding processes.
● Team Leadership & Training: Proven track record in leading and mentoring teams to
exceed performance targets.
● Process Improvement: Skilled in streamlining processes and improving operational
efficiency.
● Communication: Excellent verbal and written communication skills with the ability to
interact with stakeholders at all levels.
WORK EXPERIENCE
Accenture Inc.
September 2022 – January 2025
Project XWS - Workforce Pro
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Oversee the end-to-end onboarding and offboarding process for vendors.
Collaborate with Google managers to create projects, work packages, and skill catalogs.
Monitor vendor progress on onboarding tasks, including troubleshooting access issues.
Assist with vendor transfers and location modifications.
Support Google managers in the Google application onboarding process, including
equipment monitoring and enrollment.
Accenture Inc.
March 2018 – January 2022
Project Leia (Google Store and Pixel Phone Support)
● Resolved customer queries and provided technical support for Google products,
including Pixel phones.
● Managed escalated Tier 2 requests, troubleshooting and identifying product issues.
● Processed returns and replacements, ensuring customer satisfaction.
Project Spacejam (Cryptocurrency)
● Addressed customer inquiries, disputes, and escalations related to cryptocurrency
transactions.
● Provided resolutions, delivering a high level of customer satisfaction.
● Trained new team members, ensuring consistent and high-quality support.
Cognizant Philippines
January 2022 – July 2022
LOB: Pathway
● Handled incoming and outgoing calls for diabetic patients regarding medical supplies
and devices.
● Communicated with physicians to obtain medical documentation and ensured insurance
coverage for orders.
Telus International Philippines
February 2009 – February 2016
Uber (Transportation)
February 2015 – February 2016
OIC Supervisor
● Supervised a team of 15 agents, providing email support to the US and Canada market.
● Monitored and improved agent productivity, customer satisfaction (CSAT), and quality
assurance (QA) metrics.
● Communicated across departments to address agent concerns, ensuring optimal team
performance.
Telus Webstore (Webstore Support)
May 2014 – February 2015
● Provided voice and email support for customers purchasing through the Telus Webstore.
● Managed inquiries, product disputes, and communicated with logistics partners to
ensure timely deliveries.
● Supervised a team of 32 customer support agents, managing workload distribution and
ensuring high-quality service standards.
Zynga (Gaming Account)
January 2012 – March 2014
● Acted as the game manager for popular Facebook games such as Empires and Allies
and Mafia Wars 2.
● Provided customer support via chat and email using the Live Person platform.
● Managed escalated inquiries, offering swift resolutions to ensure positive customer
experiences.
TXU Energy (Utility)
February 2009 – January 2012
● Managed customer inquiries related to electricity service activation, disconnections, and
reconnections.
● Coordinated with Transmission and Distribution Service Providers (TDSP) to resolve
service interruptions and ensure timely reconnections.
● Handled customer escalations, providing resolutions to complex service issues.
EDUCATIONAL BACKGROUND
Bachelor of Science in Psychology
San Sebastian College, Manila
2001 – 2005
High School Diploma
La Immaculada Concepcion School, Pasig City
1996 – 2000
Elementary School
La Immaculada Concepcion School, Pasig City
1990 – 1996
