Joseph Barbaso Gipulan

JOSEPH GIPULAN VIRTUAL ASSISTANT CONTACT --Uytengsu St. Jones Ave. Sambag 1 PROFILE A very passionate worker and have been working in a BPO environment for 12 years. Team Leader for 7 years and is capable of people development, creating action plans for focused development, managing team to delivery KPI and Targets, quality control specialist thru call listening evaluations, address performance issue and handled escalation and complaints. Osmena Blvd., Cebu City SKILLS CONTENT WRITING (Social Media) PHOTO EDITING (LR) VIDEO EDITING/STITCHING (Imovie& Capcut) Knowledge in Affiliate Marketing Basic Knowledge in Canva EDUCATION Bachelor of Science in Nursing Silliman Unversity 2007 - 2010 WORK EXPERIENCE Team Lead TELSTRA Powered By Teletech April 2015- November 2022 Provide effective and timely coaching to assist consultants to reach their goals Prepare and develop action plans to ensure the consistent and focused development of all team members Proactively manage the team in order to deliver the KPI targets Listen and evaluate at least 10 calls per week Conduct T-Time or calibration sessions once a week with the team to ensure consistency in quality measurements and management Ensure compliance with Telstra and Teletech policies and procedures Plot leave requests and manage administration tasks like pay approval (Kronos) When required, address and manage any performance issues Handle escalation calls and complaints Leadership Experience in a high work volume call centre or BPO experience People Management Experience (leading a 10-15 FTE) Leadership and Coaching Skills Complaint Handling and Resolution Action Planning and Admin Task Bachelor of Science in Computer Science STI - College Global City 2000 - 2004 SME (Subject Matter Expert) TELSTRA Powered By Teletech November 2013- April 2015 Assist and provide support to 2 teams with 10 team members each Take escalation calls Handle complaints and make sure they get resolved Generate reports for pending ACW, To Dos, and Credits as well Supervise the team if the assigned Team Lead is not around and act as OIC LANGUAGES English Tagalog JOSEP GIPULAN VIRTUAL ASSISTANT CONTACT WORK EXPERIENCE - Buddy Support - TELSTRA Powered By Teletech Uytengsu St. Jones Ave. Sambag 1 Osmena Blvd., Cebu City EXPERTISE Leadership Experience in a high work volume call centre or BPO experience People Management Experience (leading a 10-15 FTE) Leadership and Coaching Skills Complaint Handling and Resolution Action Planning and Admin Task STRENGTH Problem-solving skills Relationship management and communication skills Analytical and research skills Attention to detail and ability to follow detailed process instructions Ability to quickly master the use of multiple IT applications Ability to use/understand Excel spreadsheets Excellent computer knowledge Willing to work during PH holidays FAMILIARITY WITH THE FF TOOLS: Sherpa Dr.Chrono Time Doctor Aquity Textline Conversation HelpScout Fulfillment VU Stripe Django Delete Data August 2013- November 2013 Buddy – up session with new leagues and immersion Source of knowledge One stop shop for product information. Provide feedback to the Team Leads if their consultant gets a 'miss' in the session Customer Service Expert TELSTRA Powered By Teletech May 2013- August. 2013 Handle customers from Telstra who have Residential accounts for homephone, mobile, internet, and Pay TV services Assist customers when it comes to bill-related inquiries, plan or package inquiries, plan change, etc. Generate new business/orders of customers through inbound calls and follow up through callbacks Make sure that all KPI targets are met Set correct expectations to the customers regarding the service and promote other add-on services Provide 100% customer service and always aim for 100% customer satisfaction. Customer Care Representative CONVERGYS SERVICES PHILIPPINES December 2010 - May 2013 Handle clients from Sprint (US-based Telecom Company) Assist the customers when it comes to their inquiries and issues through high volume of inbound calls Provide correspondence and assistance to the customers when it comes to billing questions and account maintenance Handle calls regarding the customers’ phone subscriptions and troubleshoot mobile phone problems Handle disputes and provide 100% resolution to the customers’ complaints and always aim for 100% customer satisfaction JOSEPH GIPULAN VIRTUAL ASSISTANT/EXECUTIVE ASSISTANT TO WHOM IT MAY CONCERN, I am a very passionate worker and have been working in a BPO environment for 12 years. A little background in medical VA working with people with mental health disorders as a client expert for 3 months doing Email Support. Team Leader for 7 years and is capable of people development, creating action plans for focused development, managing team to deliver KPI and Targets, quality control specialist thru call listening evaluations, address performance issue and handled escalation and complaints. I can manage my self independently and is willing to learn either thru training or self-paced medium. Self taught social media manager using my own social media account. Knowledge in affiliate marketing using various social media platform. Currently doing side hassle for Involve Asia as an affiliate marketer thru commission on product sold thru Deep Link sharing combined with copy writing to persuade people to purchase products using my link. Active Tiktok affiliate involvement and create Tiktok contents showcasing products to promote or personal travels. Possesses basic video editing skills using CapCut and Imovie used for Tiktok, FB/IG Reels that can increase likes and followers with the same interest to boost affiliate income. I am not a perfect candidate and there are some requirements that I don't possess but I will leverage on " self supporting/independent learner" attitude. I am confident that I can learn things with proper training, discussions or even just a one pager. With my intensive BPO experience involving dynamic changes and being able to adapt quickly the possibilities are endless. I wanted to gain experience on this avenue of work as this will future proof me and most especially I will be able to help my future clients to make their job easy and at the same time gaining a whole new experience and knowledge on this new field of expertise. SINCERELY, Joseph B. Gipulan JOSEPH BARBASO GIPULAN