Laurence Elijah Ocampo
Baldwin Park
Summary
Extremely motivated to constantly develop my skills and grow professionally. I am confident in my ability to come up with interesting ideas with mostly financial and social media campaigns with my over 5 years of experience in the BPO industry.
Experienced with process optimization, driving significant improvements in efficiency and quality. Uses analytical skills and team collaboration to implement effective solutions. Knowledge of workflow management and process mapping, ensuring operational excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Process Executive - YouTube Creator Support
Cognizant
01.2022 - 08.2025
- Streamlined document processing to enhance workflow efficiency and accuracy.
- Assisted with data entry tasks, ensuring timely updates and consistency across systems.
- Collaborated with team members to troubleshoot issues in operational procedures.
- Trained new hires on standard operating procedures and best practices for quality assurance.
- Analyzed performance metrics to identify areas for operational enhancement and cost reduction.
Customer Service Care – 5/3 Bank Credit Cards
SLK Global Solutions
06.2020 - 03.2021
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
Travel Agent - Agoda
IGT Solutions
03.2019 - 06.2020
- Coordinated travel itineraries, ensuring seamless client experiences and adherence to individual preferences.
- Developed and maintained relationships with vendors, optimizing service offerings for clients.
- Researched and analyzed destination information to provide accurate travel recommendations.
- Managed client inquiries promptly, enhancing customer satisfaction and loyalty.
Engagement Expert - JCPenney
Synchrony Global Services
10.2018 - 01.2019
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Customer Service Representative - ASDA
Alorica
07.2016 - 03.2017
- Provided exceptional support to customers via phone, email, and chat channels.
- Resolved customer inquiries efficiently, ensuring a positive experience.
- Implemented best practices for call handling, enhancing overall efficiency.
Technical Support Representative – Frontier
IBEX Global
01.2016 - 07.2016
- Provided technical support to customers through phone and chat channels, resolving issues efficiently.
- Assisted in troubleshooting hardware and software problems, ensuring prompt resolution for user inquiries.
- Conducted training sessions for new staff on support protocols and company tools to ensure consistency.
Education
Music Education
Philippine Women's University
Manila, Philippines01.2015
High School -
Liceo De San Pedro
01.2007
Skills
- Customer service
- Ability to multitask
- Ability to work in a team
- Communication skills
- Ability to work under pressure
- Workflow Analysis
- Claims processing
- Document preparation
- Escalation procedures
- Compliance
- Influencing skills
- Microsoft office
Certification
- Licensed [Gen Ai]- 2024-2025
- Certified [Music Generalist]
Languages
English
Professional Working
Filipino
Native or Bilingual
Timeline
Senior Process Executive - YouTube Creator Support
Cognizant
01.2022 - 08.2025
Customer Service Care – 5/3 Bank Credit Cards
SLK Global Solutions
06.2020 - 03.2021
Travel Agent - Agoda
IGT Solutions
03.2019 - 06.2020
Engagement Expert - JCPenney
Synchrony Global Services
10.2018 - 01.2019
Customer Service Representative - ASDA
Alorica
07.2016 - 03.2017
Technical Support Representative – Frontier
IBEX Global
01.2016 - 07.2016
Music Education
Philippine Women's University
High School -
Liceo De San Pedro