I am Gladys Montecalvo, a dedicated and results-oriented professional with over 10 years of experience in the BPO industry, specializing in customer service, technical support, financial dispute resolution, and data reporting. My career with Telus International and Concentrix Philippines has given me the opportunity to work with global clients, handle high volumes of customer interactions, and deliver solutions that balance efficiency, compliance, and customer satisfaction. I am recognized for my ability to manage complex issues, analyze data trends, and create meaningful reports that support operational improvements.Throughout my career, I have developed strong technical and analytical skills. I am proficient in CRM platforms such as Salesforce, Avaya, and Genesys, and I have hands-on experience with Excel and SQL for reporting, data management, and process analysis. These tools have allowed me to identify performance gaps, resolve recurring issues, and support decision-making with accurate and actionable insights. I consistently achieved 95%+ first-contact resolution, 98% customer satisfaction scores, and earned multiple awards as a Top Agent and Top
Seller.To strengthen my professional profile, I have also completed certifications in General Virtual Assistance, WordPress Management, Executive Assistance, and Social Media Management, as well as the EF SET Certificate: C2 Proficient in English. These achievements highlight not only my adaptability but also my commitment to continuous learning and professional growth.
I am motivated by opportunities that allow me to apply both my customer operations expertise and data analysis skills to add value to an organization. Known for being adaptable, detail-oriented, and highly driven, I am confident in my ability to contribute effectively in roles that require problem-solving, teamwork, and innovation.
