Joseph Lou Carpio

Experience

• 

  WHEELS, INC

  May 1997 - Aug 1997

  SALES EXECUTIVE

  Promote sales of variety of automotive brands. Handled after sales service and inquiries.

• 

  UPTOWN INDUSTRIAL SALES, INC

  Aug 1997 - Oct 1997

  SALES EXECUTIVE

  Handled prospective client and promote the automotive products by actual demonstrations on how to use the product.

• 

  OUTSOURCE TRANSCRIPTION PHILS., INC

  Sept 2000 - Dec 2000

  MEDICAL TRANSCRIPTIONIST

  Transcribe medical records recorded by the medical staff via recorded medium. Proofread and edit medical transcriptions.

• 

  ACE INSURANCE COMPANY OF NORTH AMERICA

  Feb 2001 - Aug 2001

  CUSTOMER SERVICE REPRESENTATIVE

  Provided phone support to clients regarding their policies. Offered other policies and up sell existing policies.

• 

  DOWJONES & COMPANY, INC

  Aug 2001 - Apr 2002

  BUSINESS DEVELOPMENT OFFICER

  Handled client subscription to an international publication. Meet prospective clients and discuss the subscription package. Send proposals and marketing materials via mails, fax or emails.

• 

  Sykes Asia, Inc.

  Aug 2002 - Jun 2004

  Customer Service Representative

  Provided phone support to clients and financial advisors of an investment company for money movement. Addressed inquiries related to client information like address, name , date of birth, etc. Processed transaction requests and set-up cases for fulfillment.

• 

  SYKES ASIA, INC

  Jul 2004 - Aug 2005

  Quality Coordinator

  Performs real time and/or recorded call monitoring and provides trend data to program team leaders and managers. Uses quality monitoring data management system to compile and track performance at team and individual levels. Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for business review. Participates in internal and client calibration sessions. Provides side-by-side mentoring/coaching to agents.

• 

  Sykes Asia, Inc.

  Sept 2005 - May 2008

  Team Leader

  Responsibility in knowing all contractual requirements, and learns and reviews contracts of the account. Maintain, manage and review all the account’s performance metrics on a daily basis, and gives recommendation to the Account Manager for forecasting purposes and formulation of account strategy. Facilitates recruitment and agent appraisals. Facilitates meetings and conference calls with clients/agents. The team leader is responsible in properly informing agents of observed improvements, and developmental opportunities versus the goals that they should meet. Show less

• 

  IPayment Solutions, Inc.

  May 2008 - Apr 2010

  Develop project plan and execution approach. Define client requirements and project specifications. Define purpose, clear roles, tasks, milestones, budgets and measures of success. Optimize utilization of talent through specific development and mobility programs. Conduct project/kick-off meetings to communicate individual roles and project expectations and ensure that all project team members have the tools and training required to perform effectively. Monitor projects on an ongoing basis, evaluating progress and quality, managing issue resolution process and taking corrective action as necessary. Work with QA Team to ensure thorough testing of modules/application/interfaces. Play a major role in performance management either delegating or actually writing appraisals, giving personal feedback and agreeing development plans with senior team members. Promote effective teamwork and manage the resolution of interpersonal issues. Show less Handles day-to-day contact center operation. Handles client’s concerns, escalated calls and issues. Takes care of scheduling of agents. Conducts one-on-one discussion with agents to evaluate performance and formulate action plans. Evaluate agents performance based on skills and metrics; that will be used for their regularization and appraisal. Monitors issue tickets and coordinate with proper departments. Provide analysis, feedbacks and recommendations on how to improve processes of the company. Facilitates recruitment and agent appraisals. Show less

  • Project Manager

    Sept 2009 - Apr 2010

  • Call Center Team Leader

    May 2008 - Sept 2009
• 

  1WorldCash Phils., Inc

  Nov 2010 - now

  Account Director
• 

  AXA

  Oct 2017 - now

  Financial Advisor
• 

  Meons Corporation

  Jan 2019 - now

  General Manager