Stephene Alpetche

Stephene Alpetche Customer Service Leader | Operations Supervisor | People-First Manager in the Making

I am a passionate and results-driven customer service professional with over 12 years of experience in the BPO industry, including 2 years in a leadership role as an Operations Supervisor. I’ve supported U.S.-based clients across telecom and travel industries, and I specialize in customer experience, escalation handling, and team performance management.

I was honored to be handpicked to pioneer the Work-At-Home (WAH) setup during the pandemic—an initiative that led our site to be recognized as Comcast’s Top Partner in 2021. I take pride in being a people-first leader who motivates, coaches, and drives results. My goal is to build a long-term remote career in customer service, and eventually grow into a managerial role where I can continue making a meaningful impact.

iQor, Mandalagan – Bacolod City

October 2023 – Present

• Developed initiatives for process improvement and reviewed and assessed ongoing operations.
• Drove solutions to operational challenges by identifying root causes and implementing corrective measures.
• Spearheaded daily operations and implemented both short-term and long-term strategies to meet business goals.
• Shared best practices across teams to support alignment with quality and performance standards.

Transcom Worldwide Inc – Bacolod City

February 2022 – October 2023

• Strengthened relationships with customers, vendors, and internal stakeholders to improve operational effectiveness.
• Managed initiatives focused on improving accuracy and operational efficiency.
• Applied root-cause analysis techniques to address recurring operational concerns.
• Led the implementation of strategies that supported business objectives and profitability.
• Promoted knowledge sharing and best practices across departments.

Transcom Worldwide Inc – Bacolod City

June 2021 – February 2022

• Facilitated focus groups with associates to gather feedback and promote open communication.
• Collaborated closely with leadership to address operational gaps and develop effective solutions.
• Built and maintained strong internal and external relationships to support team and business goals.

Transcom Worldwide Inc – Bacolod City

June 2014 – June 2021

• Delivered high-quality customer service through professional, courteous communication.
• Handled inquiries, product-related concerns, and complaints efficiently and empathetically.
• Consistently anticipated customer needs and delivered solutions that promoted satisfaction and loyalty.

Panasiatic Call Center – Bacolod City

November 2013 – April 2014

• Developed strong client relationships and regularly exceeded sales goals.
• Resolved service issues promptly, resulting in improved customer satisfaction.
• Addressed inquiries with speed and accuracy while maintaining a professional tone.

• Advanced Customer Support & Escalation Handling
• Team Leadership & Coaching
• SLA Management & Reporting
• CRM Tools: Salesforce, Zendesk
• Call Center Platforms: Avaya, Genesys
• WFM Tools: NICE, Verint
• Microsoft Excel & Google Workspace

• Six Sigma Certification – Process Improvement & Efficiency

To continue growing in a remote customer service leadership role, with a long-term goal of stepping into a managerial position where I can further develop people, improve processes, and drive success for the organization.

I handle stress by staying organized and listening to music—it helps me refocus and approach challenges with a calm and clear mindset.

Your full work experience has now been integrated and polished within your personalized resume. Let me know if you’d like to:

• Add an Education section
• Include a Cover Letter
• Convert this into a PDF-ready resume format
• Tailor it for a specific remote or healthcare-related role

Happy to help take the next step!