Julius Patrick Agulto

Hi! My name is JP. I've been working in the BPO industry for almost 13 years. I'm passionate about transitioning from a contact center role into a fully remote admin role. My years of experience in BPO consist mainly of working as a customer support specialist for financial institutions based in Australia and New Zealand, with a focus on Insurance, Banking & Finance, and Collections. I've also done other roles like being an SME, a trainer, a quality analyst, and a virtual assistant.

Customer / Adviser Service at Genpact (2025-03 – Present)

• Assist Customers and Financial Advisers in reconciling transactions such as premium payments, super contributions, and withdrawals.
• Updates client details in Salesforce CRM.
• Assists customers and advisers with processing withdrawals and payments.
• Sends correspondence such as payment notices, annual statements, withdrawal forms, policy rundowns, etc.
• Discuss compliance, limitations, and requirements regarding contributions and conditions of early release for superannuation policies.

Sales Chat Specialist at Concentrix (2024-07 – 2025-01)

• Answers any pre-sale inquiries such as product specifications, warranty and return policies and any ongoing promotions.

Collections Specialist at Acquire Asia BPO (2023-01 – 2024-01)

• Skiptracing - uses multiple tools to collect information that would help locate a customer.
• Lead generation
• Provides non-voice support via email and sms.
• Handles outbound calls to assist customers in closing their account.

Virtual Assistant at Dirty Dough Cookies (2022-08 – 2022-12)

In charge of several Administrative Tasks such as:

• Updating client details and sales pipeline via CRMx
• Updating the mapping software with franchise locations sold.

Quality Analyst at WNS Global Services (2022-02 – 2022-07)

• Audits inbound calls of claims specialists to make sure they conform to the process compliance standard.
• Administrative tasks such as report creation, data entry, and appointment setting for client meetings.

Customer Care Consultant at ANZ GSO (2021-01 – 2022-01)

• Handles inbound call for retail, digital, and credit card banking inquiries.
• Assist customers with document requests such as bank statements and withdrawal forms.
• Assist customers in setting up online banking.

Content Moderator / SME at Task Us (2020-09 – 2021-01)

• In charge of removing inappropriate posts in a social media marketplace.
• Provides operational support by answering process related queries from new hires in nesting period.
• Facilitates and participates in calibration meetings with training and quality to assure that operations and quality process compliance are aligned.

Claims Specialist at WNS Global Services (2013-07 – 2020-09)

• End-to-end claims assistance from lodgement to settlement.
• Coordinates towing, assessments, repairs, rental cars, and settlements between customers and other involved teams.
• Conducts follow-ups for rental car returns, repair bookings, and assessment appointments via outbound calls.
• In charge of collecting unpaid excess and premiums.
• Maintains Workbench and Protect CRM for any client detail updates or changes.

Customer Service Specialist at Teletech (2012-05 – 2013-07)

• Handles inbound and outbound calls for customers who want to lodge a new motor claim and answers queries for customers who has existing motor claims
• In charge of collecting unpaid claims excess via both inbound and outbound calls.

Bank Teller at Metrobank (2007-05 – 2008-08)

• Handles over the counter bank transactions such as deposits, withdrawals and check encashments.
• In charge of ensuring that cash on hand is balanced at EOD.
• Helps in check clearing before cut off time.

BSBA in Management – Adamson University (2001-06 – 2005-03)