Jaime Joaquin Angel Marco del Villar

I have a total of 25 years experience in Customer Service. Prior to joining the BPO industry I worked in Intercontinental Hotel as a Concierge for 6 years. I am very experienced in handling VIPs. I started my very first call center work with DELL as a technical support specialist handling calls and troubleshooting over the phone. After a few years I joined Teletech as a customer support representative under Best Buy handling orders, returns and refunds. I then moved on under SBC Yahoo handling emails, chat and voice support. I honed my skills in mail and chat, learning how to read emotions, tone and empathize as needed. After a couple of years with SBC Yahoo. I joined JP Morgan Chase Manhattan under disputes where I went through 3 months of extensive training and got VISA and MasterCard certified. As a dispute officer, 99 percent of the time calls are irate. I learned how to handle all kinds of irate calls, keeping composed at all times and knowing when and how to deescalate and lead the conversation. Gaining more experience, I was lucky enough to be offered a job by TELUS for a debit card account as a Team Lead. Having earned more experience I was hired a a General Manager for Vontastic a voip company and after a few more years worked online with Red Pocket Mobile as a customer support representative and from there was promoted to Help Desk Manager then Senior Manager to General Manager. Having impressed my bosses I was again promoted to Project and IT Manager handling company projects, systems and IT team. I love challenges and work great with or without a team.