Edison Pakoy

Dedicated customer service and back-office professional with strong experience in sales, cold calling, lead generation, and dispatching. Detail-oriented, organized, and adaptable, with a strong commitment to delivering quality work, mastering new skills, and contributing to team success.

Customer Service Representative II / CORECAPITAL ONE U.S.A at SITEL Philippines (2015-11 – 2017-12)

• Handled inbound and outbound calls for Capital One Bank customers.
• Assisted clients with phone payments, billing disputes, and credit management advice.
• Contacted financial institutions and merchants to verify client identity, check funds, and resolve disputed claims.

Customer Service Representative / Fraud Analyst CITIBANK U.S.A at CONCENTRIX Philippines (2018-02 – 2021-05)

• Handled inbound and outbound call reviews for Citibank global clients.
• Analyzed consumer and commercial accounts for potential first-party fraud and money laundering.
• Removed account restrictions triggered by fraud monitoring systems.
• Investigated customer fraud claims to determine validity.
• Conducted outbound verification calls for suspicious transactions, account updates, and logins

Credit Repair Sales Agent / Lead Generation at IDIALU.COM (2021-07 – 2021-12)

Worked as a credit repair specialist to assist clients with improving their credit profiles Virtual Sales Agents for top automotive mortgage lead generators and their affiliate partners and works as a credit repair specialist

• Contacted leads to assess their inquiries, collect feedback, and promote affiliate services.

Cold Calling / Lead Generation / Email Support For Glutality.com and Masstort Alliance at MIC outsourcing Solutions (2022-01 – 2022-09)

• Glutality.com: Handled outbound calls and email support to diabetes patients to offer medical supplies and enroll qualified leads in a remote patient monitoring program.
• Mass Tort Alliance: Contacted cancer patients to evaluate eligibility and interest in joining legal action against Johnson & Johnson.

Relationship Manager / AdWords Specialist / SEO at 411LOCALS.COM (2022-10 – 2023-01)

• Monitored small business Google Ads campaigns via inbound calls, outbound calls, and email communications.
• Ensured Google Ads campaigns remained active and target keywords maintained online visibility.
• Conducted biweekly performance reviews with business owners to discuss and implement campaign updates.

Customer Service Representative at WHEELZY (2023-02 – 2026-08)

• Managed inbound and outbound communications with customers selling vehicles, providing guidance throughout the transaction process.
• Evaluated vehicle conditions and calculated competitive purchase offers based on appraisal guidelines.

Dispatcher at WHEELZY (2023-02 – 2026-08)

• Managed communications between drivers and sellers to ensure seamless operational coordination.
• Verified and documented delivery addresses to track locations accurately and prevent fulfillment errors.
• Scheduled and dispatched drivers to optimize route efficiency and ensure timely pickups and deliveries.

Bachelor of Science in Marine Transportation – Northern Philippines college for Maritime Science and Technology Lingsat San Fernando City, La Union (2015 – 2015)

Secondary – Baguio City National High school Fort del Pilar Annex (2012 – 2012)