Vladimir Ocampo

VLADIMIR S. OCAMPO​ PROFESSIONAL SUMMARY Results-driven Customer Service and Operations Leader with over 12 years of experience in the BPO industry, including 9+ years in leadership roles. Proven track record in coaching, performance management, escalation handling, and data-driven decision-making. Skilled in managing high-performing teams, improving KPIs, and aligning operations with business goals. Adept in using industry-standard CRM and workforce tools, with communication and service skills comparable to onshore US-based representatives. CORE SKILLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Customer Service & Escalation Management Team Leadership & Coaching (1:1 Development) KPI Management (CSAT, AHT, SLA, Adherence) Workforce Coordination & Staffing Data Analysis & Reporting (Google Sheets, Power BI) Performance Improvement & Root Cause Analysis Client & Stakeholder Communication Process Optimization TOOLS & SYSTEMS ●​ ●​ ●​ ●​ CRM & Support: Zendesk, Salesforce, Atlas, Galileo, Opus Workforce / Operations: CCMS, Avaya, Avaya OneX, Five9 Internal / Support Tools: Grand Central, PowerBi, WAM Collaboration: Google Workspace, Zoom, Google Meet, Slack PROFESSIONAL EXPERIENCE Team Leader​ TaskUs | Dec 2022 – Mar 3, 2026 ●​ Managed an Escalation Team of 15–18 agents, ensuring high-quality resolution of complex customer issues ●​ Generated KPI and performance reports using Google Sheets and Power BI for trend analysis and business insights ●​ Conducted regular 1:1 coaching sessions and implemented corrective actions to improve agent performance ●​ Monitored real-time adherence, staffing levels, and service levels ●​ Collaborated closely with Workforce Management for scheduling and capacity planning Team Leader​ Teleperformance | Dec 2018 – Nov 2022 ●​ Led remote and onsite teams, ensuring consistent performance across WFH and office setups ●​ Delivered coaching sessions via Zoom/Google Meet and facilitated daily performance huddles ●​ Conducted call calibrations with vendor managers to maintain quality standards ●​ Drove performance improvements through structured action planning Account Associate​ VXI Global Holdings B.V. | Oct 2017 – Dec 2018 ●​ Assisted customers with billing concerns and account inquiries ●​ Promoted product features and identified upsell opportunities ●​ Provided tailored solutions to improve customer satisfaction and retention Team Leader​ Sykes Asia Inc. | Sep 2015 – Sep 2017 ●​ Managed attendance and ensured team met 95% show rate targets ●​ Partnered with engagement teams to maintain morale and productivity ●​ Led CSAT improvement initiatives and handled performance outliers Customer Service Representative​ Sykes Asia Inc. | Dec 2013 – Sep 2015 ●​ Handled high-volume inbound and outbound customer interactions ●​ Resolved customer concerns efficiently while maintaining quality standards ●​ Built strong customer relationships through proactive service EDUCATION BS Information Technology (Undergraduate)​ Nova Computer College – Quezon City AMA Computer University – Quezon City CERTIFICATIONS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Lean Six Sigma White Belt Root Cause Analysis Data Analytics Training Leadership Essentials Quality Assurance (QA 101 & 102) Coaching & Performance Management Sales Training & Advanced Prospecting Storytelling with Data ADDITIONAL HIGHLIGHTS ●​ Successfully developed and coached multiple agents for promotion ●​ Strong experience working with US-based clients and customers ●​ Demonstrates onshore-level communication, professionalism, and customer service standards