From front-line excellence to
cexecutive
leadership.
A chronological look at the roles, achievements, and lessons that shaped Alberto’s leadership.
12+ yrs
Cumulative experience
8+
Companies served
5+
Leadership roles held
Global
BPO & digital brands
Virtual Marketing Sales Manager
- Remote · Philippines
- Managed end-to-end sales operations and quota planning
- Led multi-channel marketing campaigns and demand generation
- Developed strategic client relationships across key accounts
- Identified and scaled new business growth opportunities
- Sales Strategy
- Digital Marketing
- Client Success
- Team Leadership
Customer Service Representative
- Philippines
Delivered premium financial-services support to a portfolio of enterprise customers.
- Resolved complex billing and account inquiries with empathy
- Maintained quality scores in the top performance tier
- Collaborated with operations to streamline ticket resolution
- Customer Excellence
- Problem Solving
- Financial Services
Customer Service Representative
- Philippines
Supported a global telco brand with high-volume customer interactions across voice and chat.
- Sustained excellent CSAT across high-traffic shifts
- Coached new hires during nesting and floor transition
- Contributed to first-contact resolution improvements
- CRM Systems
- Communication
- Mentorship
Operations Manager
- Philippines
Owned daily operations, manpower planning and SLA performance for multiple delivery teams.
- Improved SLA adherence and queue performance
- Led performance reviews and capacity planning
- Drove training and quality calibration initiatives
- Operations
- Workforce Planning
- People Leadership
Customer Service Representative
- Philippines
Provided expert assistance for a global e-commerce account.
- Recognized for consistently exceeding quality benchmarks
- Supported escalation handling during peak seasons
- E-commerce Support
- De-escalation
Operations Manager
- Philippines
Built and led an operations function inside a fast-paced digital marketing agency.
- Standardized delivery workflows across client accounts
- Improved campaign launch turnaround time
- Coached a growing team of account specialists
- Digital Operations
- Process Design
- Team Building
Customer Sales Associate / SME
- Philippines
Front-line subject-matter expert combining customer support with up-sell.
- Top quartile in sales conversion and revenue per call
- Trained peers as a designated Subject Matter Expert
- Inside Sales
- Coaching
- Product Knowledge
Technical Support Professional II
- Philippines
Provided tier-2 technical support for an international telecommunications brand.
- Resolved escalated technical and account issues
- Maintained strong CSAT and AHT performance
- Technical Support
- Troubleshooting
Marketing Sales Representative
- Philippines
Early sales career building the foundation for marketing-led selling.
- Built a personal pipeline through field activations
- Delivered consistent quota attainment as a new hire
- Field Sales
- Lead Generation
Let's Build Business
Success Together.
Whether you’re scaling sales, transforming operations, or elevating customer experience — I’d love to talk about how I can contribute.