Eugine Villarin - BruntWork

Eugine Villarin


OSAM Marketing Call Center
Call Center Head
January 2019 – July 2019

  • Sold solar panels for California Solar Store, USA
  • Call center setup from inception to operation
  • Appointment-setting account with six Appointment Setters
  • Recruited, hired and trained all team members
  • Composed the script and wrote the Manual/Handbook for Selling
  • Managed the Dialer and generates reports – Dialer Software Vici Dial

TSD Global Inc.
Account Resolution Manager – AT&T Business Landline
December 2017 – December 2018

  • Took Office-of-the-President Executive Escalation calls for AT&T
  • Handled four Team Leaders with six Escalation Agents Each
  • Recipient of AT&T Best Customer Service Experience Award 2018
  • Highest number of escalated calls taken for all sites – 2018
  • Top-seller for Mobility products (February 2018)
  • Multiple commendations
  • Winner of Date-Your-Boss Contest

Tata Consultancy Services, Philippines
Operations Manager for AGL Back-office Account
June 2013 – May 2015

  • 80 to 100 FTE’s
  • Handled 4 Team Leaders with 20-24 Back-office Officers each
  • Managed over 50 different portfolios
  • Weekly touch-base with various department heads of the client for process improvement and other pertinent matters
  • Training and Quality Calibrations
  • Halloween Project Winner for Halloween 2014
  • Best OM 1st Quarter of 2015

TRG Customer Solutions (now known as IBEX)
Sales and Operations Manager (US and Australian acct.)
September 2010 – December 2012

  • Recruited, hired and trained the first 25 Sales Agents – Pioneer Account
  • Client expanded to 70 FTE’s after two months
  • Met goals of Selling Program on a consistent basis
  • Composed the Sales Script and wrote the Manual/Handbook for Selling

IDXNET Internet Service Provider LLC of Australia
Sales and Operations Manager (Australian ISP Account)
September 2008 – September 2010

  • Recruited, hired and trained the first 35 Sales Agents
  • Set-up shop in the country
  • 10% growth in total number of subscribers during the fourth quarter of 2008 after having the Philippine site in full operation mode
  • 70% retention of subscribers with expired lock-up contracts with thirty per cent renewing a lock-up contract
  • Composed the Sales Script and wrote the Manual/Handbook for Selling Strategies and Tips
  • Manages the Dialer and generate reports from the Dialer Software

Dell International Services Philippines, Inc.
Senior Team Leader – Dispatch Resolution
November 2006 – September 2008

  • Supervised a team of Resolution Experts (Subject Matter Experts)
  • Employee of the Quarter for the first quarter of 2008
  • Employee of the Quarter for the second quarter of 2007
  • Made the call flow and handbook of dispatching parts and troubleshooting guide used by the program
  • Tapped to be the first supervisor of the new up-selling program
  • Composed the call flow and wrote the Manual/Handbook for Selling Strategies and Tips
  • Reviewed, analyzed and approved the resolution parts dispatch of over three hundred calls handling Computer Technicians
  • Conducted weekly/monthly meetings/calibrations with Team Leaders and Technicians to ensure important issues, updates and new troubleshooting concerns are communicated accordingly
  • Reported resolution metrics to Directors and VP’s on a quarterly basis
  • Contacted large account customers regarding computer/parts dispatches and resolution
  • One of the 32 pioneer support employees of the site
  • Highest Score in English Communication Training among the first 32 support employees
  • Top performer in Transition Training among the first 32 support employees

HSBC Electronic Data Processing Philippines, Inc.
Team Leader – Branch Operations Phone Banking
November 2005 – November 2006

  • Highest score in Core Training and Process Training
  • Recipient of “And Then Some Award” for encouraging co-trainees
  • Recipient of “Power Forward Award” for most referrals (training period)
  • Recipient of “Sixth Man Award” for providing valuable support to peers
  • Set record for most number of converted referrals in all sites (300)
  • Had the most number of converted referrals in all sites for 2006
  • Largest commission – USD$344.00

eTelecare International / Convergys (now Concentrix)
Team Leader – Technical Support for Dell
September 2002 – November 2005

  • Promoted to Team Leader after finishing the Leadership Development Program December 2003
  • Ranked number 5 among 65 teams for the 3rd and 4th quarter of 2004.
  • First and only Tech Support Level 4 call handling agent
  • Technical Support Representative of the Year for 2003
  • 4-time Model TSR for Quarterly Business Review with client
  • Member/Trainer Vision, Mission, Culture and Values formulation league
  • Dedication, Initiative and Enthusiasm eTelecare Award 2002
  • Three-time recipient of coveted High Flyer Award
  • Highest-paid Contact Center Agent for 2003 (basic salary P30,000)


De La Salle University Manila
Master of Business Administration
August 2015 – February 2018

  • Nominated for Best Paper “Improving Absenteeism Rate in Call Center Operations”
  • Semi-finalist for DLSU Graduate School Quiz Bowl 2016
  • Class President for Quantitative Methods for Decision Making Class
  • Class President for Information Management Class
  • Group Leader for Lasallian Service Leadership Project
  • Group Leader for Human Resources with Organizational Behavior Class

De La Salle University – College of Saint Benilde Manila
Bachelor of Science in Business Administration Major in Computer Applications
June 1996 – June 2000

  • Gold Medalist – Social Science Quiz Bee
  • Silver Medalist – Natural Science Ecology Song Writing Contest
  • Sports Writer for The Benildean – school paper
  • Campus Ministry Choir Member, Christian Life Community Member
  • Tree Planter for College of Saint Benilde-Binangonan, Rizal



  • Six-Sigma, Process Improvement, Balanced Scorecard and Business Process Management certified
  • Licensed Insurance Underwriter
  • Civil Service – Career Service Professional