John Ernesto Santos

Talented sales professional/Upselling adept at growing territories with a determined and hardworking approach. Astute negotiator and analytical problem-solver with demonstrated achievement in BPO (business process outsourcing) during a 10-year career—advanced skills in Microsoft Office.

Virtual Assistant - Data Prospecting at TSI Philippines - Australian Account (2024-07 – 2025-07)

Virtual Assistant focusing on data prospecting for Australian Account (Part-time, NDA)

Sales and Chat Support / Coach Support / Subject Matter Expert / Assistant Team Leader at TSI Philippines - Australian Account (2021-02 – 2025-09)

Performance Monitoring and Quality Assurance specialist in BPO environment

• Performance Monitoring - Maintain and evaluate individual and team performance metrics such as quality scores, average handle time, Customer satisfaction rating and sales target
• Quality Assurance - Maintaining quality standards in BPO and conducting frequent quality audits to identify improvement areas and provide feedback to agents
• Provide detailed bill information, assisting customers with online orders and installations
• Answer all customers inquiry in a professional matter
• Addressed customer questions, problems and complaints through email and via Chat to maintain positive relationships and support smooth communications

Sales and Chat Support / Subject Matter Expert / Assistant Team Leader at AFNI Philippines (2019-04 – 2021-01)

Sales and customer support with subject matter expertise and team leadership responsibilities

• Provide detailed bill information, assisting customers with online orders and installations
• Answer all customers inquiry in a professional matter
• Addressed customer questions, problems and complaints through email and via Chat to maintain positive relationships and support smooth communications

BSBA in Marketing Management – Universidad de Manila