1. Carlo Victorino Mendoza
Seasoned BPO professional with over 13 years of solid industry experience seeking a
challenging yet rewarding opportunity to build & lead high performing teams.
⌂​ B2 L43 Palm Grove Vill., Imus, Cavite
✆​ ​+63.917.550.9797
✉​ ​mendozacarlo@gmail.com
EXPERIENCE
BPO Management Consultant (Freelance) FEB 2015 - Present
Positions Held:
Director, PH Operations​ (US-based outsourced QA Services company)
Head of HR/Recruitment & Training​ ​(startup call center in Laguna)
Senior Operations Manager
MAR 2013-FEB 2015
❑Managed up to 400 agents doing various tasks such as
data entry/research, customer service, email support, etc.
for the hottest tech startups around the US.
❑Led the launch of what will become the company’s largest
client (ride sharing app).
NOV 2011-JAN 2013
❏Handled billing/customer support for a large, US-based
cable provider.
❏Responsible for the growth of a team that started with
less than 100 agents and ramped up to about 1,200 FTE
with 8 OMs & about 80 TLs across 3 PH locations.
Operations Manager
MAR 2011-NOV 2011
❏Managed about 200 customer service/sales agents for a
UK-based cable, phone & internet provider.
JUL 2009- JAN 2010
❏Led a team of about 120 membership retention agents for
a US-based customer engagement company.
❏Strategized & implemented processes that significantly
improved performance achieving top spot in vendor
ranking coming from last place in a period of 2 months.
JUL 2007- MAY 2009
❏Managed a team of up to 300 high performing sales
agents (call directors) for a US-based IT company who
mainly manufactures PCs, laptops and printers.
Senior Team Leader
FEB 2006-JUL 2007
❏Led a team of about 100 outbound sales agents for a
US-based VOIP provider.
eRep™/Team Supervisor
FEB 2003-MAY 2005
❏Supported a team of 15-20 tech support agents for a
US-based internet service provider.
AWARDS
SKILLS LIST (CONDENSED)
ACCOUNT TYPES HANDLED
Customer Service ✭✭✭✭✩
Technical Support ✭✭✭✭✩
Sales​ ​(Inbound/Outbound) ✭✭✭✭✭
Billing ✭✭✭✭✩
Collections ✭✭✭✩✩
Retention ✭✭✭✩✩
Audio Transcription ✭✭✭✩✩
EMAIL ✭✭✭✭✩
VOICE ✭✭✭✭✭
CHAT ✭✭✩✩✩
LANGUAGE PROFICIENCY
EDUCATION
BS Computer
Science
Class of 2002
❏Champion, Visual Basic Programming contest
❏Dean’s Lister (GPA: 1.68)
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