Randolf Perez

I am a customer service professional with over 15 years of experience in the BPO industry, supporting both customers and internal teams across different roles. I started my career as a Customer Service Representative handling inbound support for a Canadian telecommunications account, which helped me build a strong foundation in clear communication, empathy, and customer centric problem solving.

Over the years, I managed my way into leadership and management roles, including Team Leader, Operations Manager, and most recently Manager for Business Development Representatives. In these roles, I worked closely with clients, business owners, and frontline staff through email, calls, and performance reviews. A large part of my responsibility involved professionally written communication, handling customer or client escalations, providing clear updates, and maintaining a courteous and respectful tone in all interactions.

I am highly comfortable with email-based support, ensuring messages are structured to be understood easily and polite. I understand the importance of proper email etiquette, accuracy, and timely responses, especially when representing a company’s brand. I also have experience handling outbound calls, whether for follow-ups, courtesy checks, or meeting confirmation, and I approach these conversations with professionalism and respect for the customer’s time.

I am detail-oriented, organized, and used to working with KPIs, deadlines, and service levels. My background in coaching and quality management allows me to communicate clearly while remaining patient and while having the right solution in mind. I am now looking to contribute my experience and communication skills in an email support role where customer satisfaction and professionalism are top priorities.