Felipe Garcia - BruntWork
philippines call centre

Felipe Garcia


Millennium1 Solutions
Real Time Analyst
July 2016 – Present

  • Updates and processes data for real-time performance analysis. Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
  • Manages and monitors the queue for the Operations account against the attainment of passing service levels. Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
  • Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers. Escalates relevant information on account performance to Management and ensures proper documentation of major incidents.
  • Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts. Provides information on key issues and challenges in attaining service levels, and devises necessary responses to resolve such matters.

Konsulta MD
Team Leader
July 2015 – April 2016

  • Led and drove the team for continuous improvement towards company goals
  • Identified agent opportunities that affect their performance, then created and executed action plans for improvement.
  • Recommended and executed initiatives to improve the team’s performance
  • Empowered team to maximize effectiveness and productivity
  • Monitored each team member’s performance throughout the shift, providing assistance, coaching, and mentoring as necessary
  • Handled escalations and complex situations that are outside of an agent’s capacity
  • Conducted various developmental activities (including special training, coaching, one-on-one discussions, and feedback sessions) to ensure that team members are developed to perform key roles within the team
  • Cascaded latest process related inputs and updates from the client and the management to the floor
  • Communicated HR related information such as company policies, company events, and other employee-related matters
  • Managed special projects assigned by Managers

24/7 Incorporated
Email & Case Management Officer (SME)
January 2014 – April 2015

  • Resolved a wide range of customer queries via email including and not limited to: order billing, website errors, estimated package arrival, modifications on order, cancellations, complaints, feedback, refund and investigation requests
  • Responsible for contacting U.S. couriers regarding orders and packages
  • Reviewed and approved customer product questions pending posting on Kohls.com
  • Created requests for lost packages, damaged items, missing items and order refund investigations
  • Worked on and approved investigation requests
  • Provided assistance to other agents and new hires under training
  • Conducted refresher and new update training courses

Teleperformance Philippines
Customer Service Representative
December 2012 – December 2013

  • Handled and resolved billing inquiries and disputes
  • Escalated and created tickets with quality and precision for faster and correct resolution
  • Handled new customer orders for mobile and home phone service
  • Monitored new service orders and ensures orders are completed without errors
  • Up-sells and cross-sells value added services or products that are offered
  • Assisted customers in their inquiry on product related services
  • Provided options/resolutions on customer’s issue
  • Gave first level troubleshooting help for mobile hardware, DSL internet, and home phone concerns
  • Guided customers in setting up their email on their mobile and computer

Sykes Asia
Technical Support Representative
February 2011 – November 2012

  • Performed first level troubleshooting for customer’s internet connection
  • Assisted customers in the setup and configuration of their email client and webmail service
  • Helped install an antivirus application and resolve internet security concerns
  • Provided step by step instructions on setting-up and configuring modem gateway through the GUI
  • Guided customers in setting up and troubleshooting wireless connection concerns for computers, laptops, printers, mobile, gaming console, smart television, other wireless devices and LAN connections
  • Scheduled dispatch tickets for a technician visit to the customer premise
  • Investigated and escalated recurring issues for permanent resolution
  • Up-sells antivirus software and service protection plan

Man to Man Boarding School
ESL Tutor
January 2010 – June 2010

  • Taught correct usage of the English language to adult Koreans using the lesson manual provided by the institution
  • Facilitated assessments of the student’s proficiency

Sutherland Global Services
Technical Support Representative
November 2008 – December 2009

  • Troubleshoots customer’s Direct TV subscription, internet and wireless connection, VOIP service
  • Coordinated with the Dispatch Department directly for technician visit tickets and scheduling
  • Guided customers in setting up their direct tv set top box, internet modem and router, as well as VOIP modem and phone
  • Provided setup instructions and configuration settings for customer’s webmail and email client


Central Luzon Doctors’ Hospital Educational Institution
Bachelor of Science in Nursing