Uriel Felicen
$8/hr
Customer Experience & Ops Specialist | Service Excellence | Leadership & Reliable Admin Support
Uriel Sandy T. Felicen
👤Web Profile Link |🗺️Pampanga, Philippines
Professional Summary –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––
Results-driven professional with 10+ years of experience in customer service, team leadership, quality
assurance, and administrative support. Skilled in coaching, process improvement, and performance analysis to
boost efficiency and deliver excellent customer experiences. Known for strong work ethic, integrity, and a
collaborative leadership that drives positive change.
Skills ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––
Core Skills
● Leadership & Quality: Team management, coaching, performance monitoring, quality assurance
● Customer Service & Support: Inbound sales, client/customer support, issue resolution, building positive
relationships
● Administration & Operations: Scheduling, calendar management, reporting, SOP creation, task prioritization
● Communication & Interpersonal: Clear communication, feedback delivery, client relations, conflict resolution
● Analytical & Problem-Solving: Data-driven analysis, workflow optimization, troubleshooting (basic
hardware/software)
● Technical & Digital: Typing & transcription accuracy, adaptability in start-up environments
Tools & Software
● Office & Workspace: Microsoft Office (Word, Excel, Outlook), Google Workspace (Docs, Sheets, Gmail)
● Project Management: Monday.com, Asana, Notion
● CRM Systems: Salesforce, HubSpot, Freshdesk, internal CRMs
● Cloud & Security: Google Drive, Dropbox, OneDrive, 1Password
● Communication: Slack, Zoom, Google Meet, Teams, Skype, WhatsApp, Viber, Discord
● Creative Tools: Canva, Adobe Photoshop, Adobe Premiere Pro
Work Experience ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––
Loco Ltd
(Remote)
Customer Experience Lead
April 2025 - July 2025
● Build, manage and optimize the Support & Moderation team startup for the Philippines region.
○ Support: Live Chat and Email Tickets customer service
○ Moderation: Live Streaming Content moderation
● Tracked attendance and performance, identified development needs, and provided support and guidance for
continuous improvement, skill development, and promoted a positive work environment.
● Managed shift schedules to ensure coverage and contributed to building and expanding the customer service
and moderation team.
● Developed and implemented new processes (SOPs) and workflows for Support and Moderation
● Prepared regular reports for cross-functional teams and HQ Leadership focused on trends, insights and areas for
improvement.
Note: Role concluded when the company ceased operations in the Philippines Region.
Freelancing
Entrepreneurial Work
● Buying and Selling Cars (Personal)
● Providing private transportation service for students
June 2024 - Present
ASC Account Manager (On-call | Remote)
January 2024 - November 2024
● Client Relations and Communications
● Setup and maintained Client’s Amazon Seller Central inventory database (Sheets)
● Coordinated with 3PL Partners
Just One Dime, LLC
(Remote)
Account Management Supervisor
June 2022 - November 2023
● Spearheaded the new department - Account Management.
● Supervised a team of 5 Account Managers overseeing clients’ Amazon Seller Central account inventory and
customer messages for customer service
● Tracked attendance and performance, identified development needs, and provided support and guidance for
continuous improvement, skill development, and promoted a positive work environment.
● Served as the primary liaison between the company and third-party logistics providers, ensuring clear
communication and efficient organization of client inventories.
● Established SOPs tailored to the organization's goals and aligned with the needs and requirements of other
departments.
Note: Role ended when the company declared bankruptcy; contributed to operational improvements and team
leadership until closure.
Investor Success Representative
March 2021 - June 2022
● Managed investor email communications via HubSpot, responded promptly and addressed issues to ensure
positive customer/client experience.
● Developed standardized email templates for routine inquiries, enabling the team to respond more efficiently and
increase overall productivity.
● Recommended workflow enhancements, establishing a process that significantly improved the department’s
efficiency in managing emails.
● Promoted to Account Management Supervisor to lead and start a new department launch.
Roadside Assistance, Ltd
(Remote)
Duty Manager
May 2019 - April 2020
● Partnered with the Director to launch the Philippine operations of the company.
● Supervised a team of 8 inbound customer service/sales agents upselling and cross selling towing services.
● Tracked attendance and performance, identified development needs, and provided support and guidance for
continuous improvement, skill development, and promoted a positive work environment.
● Established SOPs tailored to the organization's goals and aligned with the requirements of other departments.
Note: Role ended when the company shut down operations due to the COVID-19 Pandemic
UPS International, Inc.
Clarkfield, Pampanga
Customer Care Representative
July 2017 - May 2019
● Managed a high volume of inbound calls, responding promptly and professionally to customer inquiries.
● Manage customer email tickets via SalesForce, responding promptly and professionally to customer inquiries.
● Monitored and tracked shipment progress, provided package movement updates, and offered precise shipping
rate quotes
● Address and resolve issues effectively while adhering to company processes, procedures, and customer service
Convergys Philippines, Inc. (now Concentrix)
Clark Special Economic Zone, Pampanga
Fraud Early Warning Specialist
October 2016 - July 2017
● Managed incoming and outgoing calls, providing timely customer service and assistance to customers.
● Identified and alerted customers to potential credit card fraud transactions.
● Conducted identity verification to authorize transactions or initiate card replacements as needed.
Alorica (Formerly Expert Global Solutions/NCO Philippines Clark, Inc.)
Clarkfield, Pampanga
Team Manager
March 2016 - October 2016
● Supervised a team of 18 technical support representatives, ensuring optimal performance and service quality.
● Monitored attendance and performance metrics, identifying areas for improvement and implementing
corrective actions.
● Conducted one-on-one coaching sessions to provide targeted feedback, perform temperature checks, and
support individual growth.
● Facilitated regular team huddles to promote engagement, boost morale, and reinforce key objectives.
● Implemented action plans, successfully meeting goals earning team recognitions and contributed to team
member(s) career advancement.
Quality Specialist
Aug 2011 - March 2016
● Conducted quality call monitoring to evaluate and enhance the performance of technical support and customer
service representatives.
● Gathered and analyzed data from call monitoring, customer interactions, and corporate feedback to identify
trends, opportunities, and best practices at the site, team, and agent levels.
● Partnered with the operations team to develop strategic recommendations and implement targeted action plans
for performance improvement.
● Developed and led site-wide quality calibration sessions to ensure alignment on evaluation standards and
enhance service consistency.
● Conducted one-on-one coaching sessions with technical support representatives to deliver targeted feedback
and identify opportunities for improvement.
● Facilitated group huddles to provide process updates, highlight emerging trends, and encourage knowledge
sharing of best practices to enhance overall team performance.
● Authored new hire transitioning course outline ensuring smooth onboarding and training
● Spearheaded the quality department’s launch initiative, developing and refining processes to define, measure,
analyze, improve, and control essential operational functions.
Customer Service Representative
September 2010 - August 2011
● Managed a high volume of inbound calls, responding promptly and professionally to customer service inquiries.
● Monitored shipment progress, provided package movement updates, and offered shipping rate quotes, along
with import and export information for international shipments.
Clarkfield, Pampanga
Sutherland Global Services
Customer Service Representative
June 2009 - February 2010
● Managed a high volume of inbound calls, responding promptly and professionally to customer service inquiries.
● Addressed billing inquiries, provided clear information, and resolved disputes in alignment with company
processes.
● Implemented a customer-focused retention approach as needed to strengthen customer loyalty and resolve
concerns
Education ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––
● Holy Angel University — Bachelor of Science in Accountancy (Undergraduate)
● Saint Emiliana Academy of Excellence, Inc. — High School Diploma
● V & G Memorial Elementary School — Elementary Education
