J e r o m e P. A c a m p a d o
Career Objective:
To be able to improve my skills and proficiency in the field of Customer Relations
Management, Business Development & Employee Relations. To work with a multinational
company that provides an extensive training program and career development that uplifts the lives of
thier employees
Seminars and Workshops attended:
Introduction to the Customer Service Industry and Listening Skills
Enhancement Training, associate level, Ambergris Solutions Inc. Conducted by
Ms. Charlene Briones Michelena
Introduction to the American culture and American Accent training,
associate level, Ambergris Solutions Inc. Conducted by Ms. Charlene Briones
Michelena
Psychology of Sales and the application of NLP in the sales process,
associate level, Dell Computers Inc. Conducted by Mr. James Langley
Dell Client Specific training, associate level, Dell Computers Inc. Conducted by
Mr. James Langley
Customer Operations Performance Center (COPC), Officer level Vertex
Solution Inc. Conducted by Ms. Anna Soliman and Mr. Ashit Dalaal (COPC
coordinator for Asia pacific)
Call Center Management and Leadership Training, Officer level Vertex
Solution Inc. Conducted by Ms. Anna Soliman and Mr. Alejandro fusingan
Introduction to the Customer Relation Management Industry, Officer level
Vertex Solution Inc. Conducted by Ms. Greame Zerna and Ms. Joy Duremdes
Work Experience:
November 2014 up to Present Hospitality WiFi LLC via Upwork
Customer Service and Call Center Manager
• Recruit and train qualified freelancers from Upwork.
• Prepare our team work schedule
• Manage the day to day activity of our System Engineers.
• Review tickets and Listen to calls made by our engineers and coach them on areas where they can
improve
• Assist in the Design & Implementation of Network for Hotels, Resorts, and Casinos
• Communicate with the property General Manager / Owner and give then an update as to the status of
the implementation of the network design.
October 2011 up to November 2014 Hospitality WiFi LLC via Upwork
System & Support Engineer
• Design, Implement and Manage WiFi Network for Hotels, Resorts and Casinos
• Provided 1st to 3rd Level Support for hotel guests who are having issues connecting to the network.
• Attended to support tickets and assisted hotel staff with their network equipment.
• Troubleshot hotel equipment issues remotely and scheduled an onsite technician when necessary.
• Interface with the hotel managers/owner and make recommendations for equipment updates based on
our assessment.
January 7 2008 up to January 13 2009 VXI(Phil)Inc. MUZON, EDSA
Quezon City
L3 Senior Customer Care Representative – VONAGE Early Life Queue
As a part of the pilot team, I am responsible for taking in calls on behalf of
VONAGE to serve as the new customers point of contact for customer service, billing and
technical related issues. Our technical support boundaries include level 1, 2 & 3 support.
Which means we are the only point of contact for customers 0 to 90 days.
February 5, 2007 to September 2007 Acquire Asia Pacific Phil. Ortigas Center
Pasig City
Level 3 Outbound Sales Representatives – Dodo Sales CORE TEAM
As an Outbound Sales Representative I am tasked to make telemarketing calls on
behalf of our clients to provide information and guide the customers into making a decision
of mutual benefit.
November 10 2005 to March 10, 2006 NCO Tele-Services Inc. Mother Ignacia
Quezon City
L1 Technical Support Representative
I am responsible for taking in call on behalf of our clients to provide customer &
Technical support, answer inquiry and most of all, I am given the task to provide the best
customer experience to each customer I interact with.
January 10, 2005 to October 20, 2005 Branders.Com Phil, Inc Ortigas Center
Pasig City
Account Manager
As an Account Manager I am Responsible for building relationship with existing
and new customers. Part of the task is to make sure that the sales process will be as easy
as possible for our customers, starting from the selection process, the placement of the
orders, the fulfillment of the instructions as given by the customer up to the prompt
delivery of the goods and feedback gathering.
June 21, 2004 to Dec. 15, 2004ICT Marketing Services of the Phil. Ortigas Center
Pasig City
Tele-Sales Representative
As a Tele-Sales Representative I am tasked to make telemarketing calls on behalf
of our clients to provide information and manipulate the customers into making a decision
of mutual benefit.
October 2003 to February 2004 Ambergris Solution Inc. Ortigas Center
Pasig City
Customer Service Advocate DELL CAG - Customer Service
I am responsible for taking in call on behalf of our clients to provide customer
support, answer inquiry and most of all, I am given the task to provide the best customer
experience to each customer I interact with.
Customer Service Advocate DELL SUPER Q - Home Sale and Financing
I am responsible for taking in orders and make recommendations on behalf of Dell
computers and answer any Home Sale's related inquiries, and most of all, I am given the
task to provide the best customer experience to each customer I interact with.
August 7, 2002 to October 23, 2003 Vertex Solutions Inc. Ortigas Center
Pasig City
Team Leader / Assistant Supervisor
As a Team Leader my main responsibility is to supervise the day to day activity of
my team, Train and hone there skills, prepare them for the performance evaluation and
reprimand if needed. Part of the responsibility is to prepare daily, weekly and monthly
productivity report (e.g. dialer reports, SPH and AHT report, attendance, performance
evaluation report). And most of all it is my responsibility to make sure that my agents is
meeting both the company’s and the client’s standards when it comes to interacting with
customers over the phone
Educational Background
Elementary St. James College of Quezon City June 1990 – March 1996
High School Our Lady of Lourdes College of Valenzuela June 1996 – March 2000
College College of Sainte Benilde –3rd yr Undergrad
Hotel Restaurant Institution Management
