Karl Dave Guapo

Accomplished Professional with a proven track record in the BPO industry, transitioning from high-performing Customer Service Representative to Corporate Trainer.

Talent

TaguigMember since September 15, 2026

Handled multiple tools to resolve customer concernsHandled multiple concurrent conversations both as a trainer and as a CSRCustomer ServiceTraining and DevelopmentTroubleshootingAble to adapt to a fast-paced environment where details can change on a day-to-d

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Handled multiple tools to resolve customer concernsHandled multiple concurrent conversations both as a trainer and as a CSRCustomer ServiceTraining and DevelopmentTroubleshooting

About

Accomplished Professional with a proven track record in the BPO industry, transitioning from high-performing Customer Service Representative to Corporate Trainer.

Experience

Self-employed - Family Business (2023-06) In our family business, I handled customers through personal interaction. (similar to a customer-facing role in retail).

Product

Trainer T-Mobile Pioneer - TTEC (2021-01 - 2023-02) - Provide must-have knowledge in both the product and conversational aspects that new experts need.

Acted as a team leader during the nesting period. Providing assistance with escalated concerns and feedback through one-on-one coaching sessions. SME/Mentor/Support (Nesting) - TTEC (2020-05 - 2021-01) - Helped new hires by providing assistance with their immediate queries during the nesting phase.
Created reports and filled in trackers to ensure that missed opportunities are highlighted during coaching with the trainer.

Customer Service

Representative - TTEC (2019-01 - 2020-05) - Handled 90% of the conversations through chat, and 10% through callbacks.

Multiple concurrent conversations of 4 to 8 active chats.
Handled various topics such as billing, order processing, payments, basic troubleshooting, and others.