Blank Year
BSCrim
UC Main
More Info About Me
My name is Ryan Villavelez. I’m 27 years old from Cebu City, Philippines. My last employment was with Optum Global Solutions, and I finish my shift at 6 AM at the latest. I don’t smoke, but I occasionally drink. I’m in bed by 11 AM and make sure I get eight hours of sleep, no matter what. During my free time, I would usually play video games, I usually have no problems sleeping until evening.
I have an accumulative of 6 years' worth of BPO experience ranging from being a customer service representative, technical support representative, Quality Assurance Analyst, and a Tele-sales Executive, Handling Insurance, and Lead Generation.
With my combined experience, I have excellent communication and interpersonal skills, the ability to remain calm and professional in stressful situations, and a strong commitment to customer satisfaction, developing, implementing and monitoring quality control systems, processes, and best practices.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
×
![]()
My Experience and Education
2020
-
2022
Optum Global Solutions
(CSR)
• Refill orders for medications, verifying accuracy of information on the order form.
• Provide customer service to patients, answering questions they may have about their medications.
• Work with pharmacists to ensure prescriptions are filled accurately and in a timely manner.
• Ensure all medications meet necessary standards and regulations.
2020
-
2020
Expertel Global Solutions
(Executive Assistant)
• Utilize a variety of lead generation sources to identify and contact prospective clients.
• Cold-call potential customers to introduce the company’s products and services.
• Explain the features and benefits of house and car insurance policies to potential customers.
• Answer customer inquiries and provide accurate and timely responses.
• Analyze customer needs and provide appropriate insurance options.
2018
-
2020
Live2Sell
(QA Analyst)
• Monitor agent interactions, such as phone calls and emails, to ensure accuracy, compliance and adherence to company policies .
• Perform root cause analysis of agent performance issues .
• Train and supervise staff on quality assurance standards and procedures .
• Develop and maintain quality assurance standards and procedures .
• Identify areas for improvement in customer service and customer experience.
2017
-
2017
Qualfon
(Tier 2 Customer Service Representative)
• Respond to customer inquiries via VoIP
• Provide accurate, valid, and complete information by using the right methods/tools
• Follow communication procedures, guidelines, and policies
• Troubleshoot and resolve product/service issues
• Identify and escalate priority issues
• Document all customer information, transactions, and interactions
2022
-
2023
Accenture
(Content Moderation Associate)
Evaluate user-generated content for adherence to platform guidelines.
Take prompt action against inappropriate or policy-violating material, such as removal or blocking.
Community Standards Implementation:
Enforce and uphold community standards consistently.
Monitor and address content that may be harmful, offensive, or in violation of platform guidelines.
User Support and Trend Analysis:
Provide support to users regarding content moderation decisions.
Analyze trends to identify emerging issues and collaborate with cross-functional teams for process improvement.
2016
-
2016
Teleperformance
(Customer Service Representative)
• Handle incoming customer calls, and other queries in a professional manner.
• Process customer orders and upsell additional services, as applicable.
• Accurately document customer interactions and transactions.
• Identify customer needs and provide information about products and services.
• Follow up with customers to ensure satisfaction.
• Troubleshoot customer issues and provide solutions.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Administrative task that entails typing and recording as well as other process to input data in a software.
Content Creator
Creates visual contents through Canva to help convey messages to people.