Vergelio Ogabang Jr.

VERGELIO OGABANG JR OPERATIONS & CUSTOMER SUCCESS SPECIALIST PROFESSIONAL SUMMARY High-impact Operations Specialist with 3+ years of experience driving revenue and efficiency in highvolume environments. Proven track record of generating $10K+ in annual upselling revenue and maintaining a 95% CSAT score. Expert in CRM optimization (Salesforce/Zendesk) and workflow automation that reduced escalations by 20% while managing a remote team of five. CORE COMPETENCIES • Systems & CRM: Zendesk, Salesforce, Calendly, Multicalendar, Pricing Rulesets. • Operations: Workflow Automation, Contractor Coordination, Lead Conversion. • Sales & Growth: Outbound Prospecting, Client Retention, Revenue-Focused Upselling. • Leadership: Remote Team Management (5 Staff), KPI Performance Tracking. PROFESSIONAL EXPERIENCE Teleperformance | Customer Service Representative Sept 2022 – Jan 2026 • Revenue Growth: Spearheaded upselling initiatives for premium services, contributing over $10K in incremental annual revenue. • Process Optimization: Architected new workflow protocols that reduced ticket escalations by 20% and improved team efficiency by 15%. • Performance Excellence: Maintained a consistent 95% CSAT rating while managing a highvolume queue of 80+ daily omni-channel inquiries. Freelance | Operations Manager & Appointment Setter Feb 2025 – Dec 2025 (PART TIME) • Portfolio Management: Optimized 10+ Airbnb listings through strategic pricing rulesets, maintaining a 90% occupancy rate and increasing monthly revenue by 12%. • Logistics & Leadership: Managed a team of 15+ weekly cleaners and contractors, ensuring 100% on-time service delivery and reducing maintenance delays by 30%. • Lead Conversion: Executed guest messaging and appointment scheduling strategies that streamlined the booking-to-check-in pipeline for 50+ guests weekly. EDUCATION Bachelor of Arts In English language City College of El Salvador, Philippines | Graduated 2022 TECHNICAL SKILLS & PROJECTS • Airbnb Operations Optimization: Implemented pricing rulesets and automated scheduling workflows that boosted occupancy by 15%. • Sales Campaign Support: Assisted in targeted upselling initiatives, contributing to significant annual revenue growth. • Technical Proficiency: Advanced setup including dual-computer systems and 25+ Mbps highspeed internet with backup for 100% uptime.