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Phillip Wendyll Belenzo

CX & Escalation Specialist — Tier 1/2 Support, Lead Gen & Remote IT Ops

2+ years resolving supervisor-level escalations at 90–100% QA, generating 150+ qualified leads a day, and keeping IT operations running for a local government library — all remote-ready, self-managed, and monitored with a clean record.

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LinkedInGitHubbelenzophillipwendyll@gmail.com
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Portrait of Phillip Wendyll Belenzo

100% uptime

Workstatus-monitored

90–100% QA

Tier 2 escalations

150+ calls/day

Outbound lead gen

95%+ CSAT

Phone, chat & email

Impact at a glance

Numbers from real, day-to-day work.

Measured over 2+ years of client support, escalation resolution, and outbound sales.

0+
Years

Client-facing experience across support, escalations & outbound sales

90–0%
QA

Average QA performance in Tier 2 escalation support

0+
Calls / day

Outbound calls to Australian homeowners for lead qualification

0%+
CSAT

Customer satisfaction held across phone, chat & email support

75–0
Interactions / day

Customer interactions handled per day at Tier 2

Phillip Wendyll Belenzo

About me

I solve problems, communicate clearly, and get things done.

Most of my work happens where customers and systems meet — busy support queues, supervisor-level escalations, and outbound lines that only stop ringing when the shift ends. Over the last 2+ years I've learned how to keep a conversation productive even when it starts heated, and how to keep records and processes accurate while the pace stays fast — including a fully remote role where I kept a clean, monitored record from day one.

I don't wait for a playbook. When a new tool or workflow lands, I'm usually one of the first to pick it up — and to help the people around me do the same. I've coached teammates on the floor and joined QA calibration sessions, which taught me that the best solutions come from listening: to customers, to agents, and to the numbers.

Give me a hard problem, a busy queue, or a tough call — I'll handle it professionally. That's the part I'm best at, and it's the part I enjoy most.

Outside of client-facing work, I also build small tools and internal systems for local clients — you'll find some of that on my GitHub, if you're curious.

  • Experience

    2+ years client-facing

  • Location

    Tabaco, Bicol Region, Philippines

  • Setup

    Remote-experienced, own equipment

  • Channels

    Phone-led, plus chat & email

belenzophillipwendyll@gmail.com

Changelog

Four releases. One throughline: solving problems under pressure.

Each role shipped a different skill set — same throughline underneath: clear communication, root-cause problem-solving, and steady quality under pressure.

    • Maintained day-to-day IT operations for the library, checking and troubleshooting staff PCs and monitoring Wi-Fi connectivity to minimize downtime.
    • Managed and automated the library's official Facebook Page, scheduling posts to maintain a consistent public presence for the institution.
    • Designed promotional graphics and social content for upcoming library events, plus recap/highlight images after each one.
    • Produced custom event backdrops and visual materials for library programs using Canva.
    IT SupportWi-Fi/PC TroubleshootingFacebook AutomationCanva DesignGovernment/LGU
    • Called 150+ Australian homeowners per day to qualify leads for property appraisals, feeding a real estate sales pipeline.
    • Consistently met daily call quotas while keeping CRM records accurate and conversion rates up.
    • Logged 100% uptime under Workstatus monitoring with zero attendance or performance flags.
    • Coordinated lead handoffs with sales teams across time zones so follow-ups never stalled between shifts.
    Cold CallingLead QualificationCRMTime-zone CoordinationWorkstatus
    • Resolved supervisor-level escalations for VRBO/Expedia primarily over phone and email, averaging 90–100% QA.
    • Handled 75–90 customer interactions per day, closing root-cause issues that cut repeat contacts and improved first-contact resolution.
    • De-escalated emotionally charged customers, turning several would-be cancellations into retained bookings.
    • Coached junior agents in real time, lifting team QA scores and reducing how often cases needed escalating.
    • Fed insights from frontline calls into QA calibration sessions that shaped policy updates and training materials.
    Escalation ManagementDe-escalationPhone & EmailRetentionCoachingQA Calibration
    • Handled Tier 1 support for VRBO/Expedia customers across phone, chat, and email, holding CSAT above 95%.
    • Handled phone and chat support (one channel at a time, never simultaneously) plus email follow-ups, maintaining response quality even during peak periods.
    • One of the first agents up to speed on new tools during platform rollouts, helping the team avoid go-live slowdowns.
    • Recognized by customers and leadership for consistent, professional handling across interaction types.
    Tier 1 SupportCSAT 95%+Multi-channelRapid Tool Adoption
Want the full story? Let's talk.

How I solve problems

Three real situations, three real outcomes.

Experience-based case studies from my day-to-day work — not client or freelance projects, just what I actually handled on the job.

Case Study 01Experience-based

High-Volume Lead Generation

Support Squad — Lead Generation Specialist, Remote

The situation
A real-estate pipeline needed a steady stream of qualified property-appraisal leads from homeowners — and slow follow-up wasn't an option.
What I did
Called 150+ Australian homeowners per day, qualifying interest for property appraisals and logging every result into CRM. Met daily call quotas consistently, under Workstatus monitoring.
The outcome
Accurate, conversion-ready leads flowed to the sales team, with handoffs coordinated across time zones so follow-ups never stalled between shifts.
150+ calls/day100% uptimeCRM accuracyTime-zone coordination
Case Study 02Experience-based

Tier 2 Customer Escalations

Sutherland — Escalation Specialist Tier 2, Legazpi

The situation
Supervisor-level VRBO/Expedia cases arrived hot — frustrated guests and hosts, billing disputes, and booking problems already past Tier 1.
What I did
Worked phone and email escalations, digging to root cause instead of patching symptoms. Used structured verbal de-escalation to calm emotionally charged customers on calls.
The outcome
Held 90–100% QA, cut repeat contacts, improved first-contact resolution, and turned several would-be cancellations into retained bookings.
90–100% QA75–90 interactions/dayRoot-cause resolutionRetention wins
Case Study 03Experience-based

Customer Experience & Team Support

Sutherland — Customer Service Representative, Legazpi

The situation
High-volume Tier 1 queues across phone, chat, and email, with new tools landing mid-platform-rollout.
What I did
Held CSAT above 95% across phone and chat support — handled one channel at a time for full focus — with email used for follow-ups. Picked up new tools early, coached junior agents, and joined QA calibration sessions.
The outcome
Consistent quality through peak periods, smoother go-lives, stronger team QA scores — and insights that shaped policy and training materials.
95%+ CSATPhone & Chat SupportTeam coachingProcess insights
Case Study 04Experience-based

Zero-Downtime IT Support for a Public Institution

Tabaco City Library and Information Center — Legislative Aide (IT Support), Tabaco City

The situation
A city library ran on a small, aging fleet of staff PCs with an unreliable Wi-Fi connection and no dedicated IT person — any outage stopped public-facing services cold.
What I did
Took ownership of daily PC checks and Wi-Fi monitoring, catching and fixing issues before they interrupted staff or patrons, while also running the library's Facebook presence and event visual design.
The outcome
Minimized service disruption for a public institution while effectively running IT and digital comms as a one-person department.
PC/Wi-Fi troubleshootingFacebook automationCanva designGovernment/LGU
Case Study 05Experience-based

De-escalation in Practice

Sutherland — Escalation Specialist Tier 2, Legazpi

The situation
A VRBO/Expedia guest or host escalates, angry and ready to cancel — the case has already failed Tier 1.
What I did
Applied structured, solution-focused de-escalation and root-cause analysis via Salesforce Knowledge Base to find the actual issue instead of just calming the tone.
The outcome
Case retained instead of cancelled, fully documented and QA-scored at 90–100%.
Root-cause analysisSalesforce Knowledge BaseRetention90–100% QA
Case Study 06Experience-based

150 Calls a Day Without Losing Data Accuracy

Support Squad — Lead Generation Specialist, Remote

The situation
High-volume outbound lead gen (150+ Australian homeowner calls/day) tends to sacrifice CRM data quality for speed.
What I did
Built a personal call-logging rhythm that kept records accurate in real time, even at volume, while coordinating handoffs with sales teams across time zones.
The outcome
100% uptime, zero flags, and a pipeline sales teams could trust without re-verifying every entry.
150+ calls/dayData accuracy100% uptimeTime-zone handoffs

What I bring

Strengths you can hand me work on day one.

Built from real, hands-on experience across support, sales, and problem-solving work.

Customer Experience

Professional, human handling on every channel.

  • Customer Support
  • Client Communication
  • De-escalation
  • Relationship Building
  • Multi-channel Support

Problem Solving

Fix the cause, not just the symptom.

  • Root-cause Analysis
  • First-contact Resolution
  • Escalation Handling
  • Process Improvement

Sales & Outreach

Conversations that move a pipeline forward.

  • Lead Generation
  • Cold Calling
  • CRM Data Entry
  • Pipeline Qualification

Leadership & Training

Raise the bar for the people around me.

  • Coaching & Mentoring
  • QA Calibration
  • Knowledge-base Documentation
  • Cross-functional Coordination

Stack & integrations

The stack I plug into on day one.

Practical, day-to-day familiarity — support platforms, CRM, communication, document work, IT troubleshooting, and remote-work monitoring. Quick learner, so the stack keeps growing.

These are the tools I use in my current and past roles — not a claim of certified mastery, just real, on-the-job experience.

Documentation

  • Microsoft Word

  • Google Docs

Data & Tracking

  • Microsoft Excel

  • Google Sheets

Presentations

  • Microsoft PowerPoint

CRM & Pipeline

  • Salesforce CRM

AI-assisted Work

  • Microsoft 365 Copilot

Design & Comms

  • Canva

Communication

  • Slack

  • Discord

  • WhatsApp

Video Conferencing

  • Zoom

  • Google Meet

  • Microsoft Teams

  • Skype

Email

  • Gmail

  • Outlook

Scheduling

  • Google Calendar

File Storage

  • Google Drive

  • Dropbox

  • OneDrive

Social Media Management

  • Meta Business Suite

Remote Workforce Mgmt

  • Workstatus

IT Support

  • PC & Network Troubleshooting

Certifications

Proof of ongoing learning.

Certifications earned in 2025 — HR risk practices, AI security, Microsoft 365 Copilot, Canva, and more.

  • Professional in Human Resources: Risk Management Practices

    SkillsoftJun 2025

  • Building AI Products: Security Essentials — Professional Certificate

    LinkedInJul 2025

  • Learning Microsoft 365 Copilot for Work

    LinkedInJul 2025

  • Find Motivation to Learn What Matters

    LinkedInJul 2025

  • Canva for Work

    CanvaJul 2025

  • AI in the Classroom

    CanvaJul 2025

Education

Where the foundation came from.

Bachelor of Secondary Education

Major in English Language and Literature

San Jose Community College — San Jose, Malilipot, Albay, Philippines

Class of 2023

Computer Programming NC-IV

Computer Arts and Technological College, Inc. — Legazpi, Philippines

Class of 2014

Remote work

Built for remote — and monitored, on my own equipment.

I've worked remotely where every minute is tracked, and I kept a clean record doing it. That experience, plus years of monitored on-site performance, means distance work isn't a leap for me — it's a proven fit.

Fully remote Lead Generation role, Workstatus-monitored with 100% uptime, and coordination across time zones. If it can be measured, I can be trusted with it.

  • Remote-first experience

    Fully remote Lead Generation role, plus a clean record across monitored work-from-home roles with my own equipment.

  • 100% uptime, monitored

    Logged 100% uptime under Workstatus monitoring with zero attendance or performance flags.

  • Cross-time-zone coordination

    Handed off leads to sales teams across time zones so follow-ups never stalled between shifts.

  • Digital-first communication

    Comfortable driving work through phone, chat, and email — plus CRM and support tools.

  • Fast tool adoption

    Quickly up to speed on new platforms and rollouts, helping teams avoid go-live slowdowns.

  • Self-managed and steady

    Built for pace and detail at the same time — pressure handling is part of the daily routine.

Get started

Ready to onboard a reliable remote teammate?

Whether you need someone for customer support, escalation handling, outbound lead generation, or all of it at once — I'm ready to talk, and available to start immediately.

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