Carlo Balictar

Global Incident Response Manager

Experienced in Team Management, Incident Resolution, and Operational Efficiency, with over 8 years of being a leader in the BPO Industry. Skilled at managing incident response protocols, ensuring compliance, and seamless organizational processes. Proven ability to lead cross-functional teams, manage daily operations, and implement action plans that drive operational success and employee engagement.

Angeles, City Pampanga
LinkedIn
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Years experience
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Languages
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Skills
Work Experience
Technical Support / Sales Agent
ASURION
May 2026 — Aug 2026
  • Responded to inbound customer inquiries via phone ensuring timely, accurate resolutions
  • Diagnosed technical issues, guided customers through step-by-step troubleshooting, and documented solutions clearly
  • Identified sales opportunities during support interactions and recommended appropriate products or service upgrades
  • Escalated complex technical or billing issues to higher-level support while maintaining customer ownership
  • Educated customers on product features, best practices, and self-service resources to increase product adoption
Customer Service / T1 Technical Support
Auction Technology Group
Jun 2025 — Apr 2026
  • Monitored open tickets, followed up with customers, and ensured issues were resolved within agreed SLAs
  • Educated customers on product features, best practices, and self-service options to reduce repeat contacts
  • Collaborated with teammates and cross-functional departments to resolve recurring issues and improve support processes
  • Responded to customer inquiries via phone and email, ensuring timely, accurate, and empathetic support
  • Troubleshot basic technical issues by following knowledge base articles and standard operating procedures
  • Used performance metrics and feedback to continuously improve first contact resolution, handle time, and satisfaction
  • Adhered to security, privacy, and compliance guidelines when verifying customer identity and handling sensitive data
Information Security Officer / Global Incident Response Manager
Majorel/Teleperformance
Nov 2019 — May 2025
  • Led cross-functional response teams to manage fraud, privacy, and security incidents effectively, ensuring swift mitigation and compliance adherence
  • Developed and reinforced global incident response plans, policies, and procedures to ensure organizational preparedness
  • Managed accurate logging, categorization, and prioritization of all organization incidents, system outages, and service disruptions for timely resolution
  • Communicated company policies to align operations with compliance and risk management standards
  • Managed a team of agents, provided direction and guidance to guarantee consistent achievement of key performance metrics
Team Manager
Sitel Tarlac
2018 — 2019
  • Oversaw day-to-day activities and promoted career growth through effective coaching, training, and performance management
  • Monitored daily operations of the team, collaborating closely with the workforce and management to ensure agents consistently adhere to schedules and meet staffing needs
  • Fostered a collaborative work environment, implementing strategies to boost agent morale, encourage attendance, and drive performance excellence
  • Handled and resolved escalated concerns efficiently, ensuring a great customer experience
Technical Support
Sutherland Global Services
2017 — 2018
  • Provided clear, accurate, and detailed explanations of product features, troubleshooting steps, and technical policies
  • Answered customers technical inquiries and issues across multiple channels (chat, email, voice)
  • Documented accurate records of customer interactions, issues reported, and resolutions provided
  • Maintained a strong understanding of the company’s product and services in the technological aspect to continuously enhance technical skills and provide exceptional support
Interim Team Lead/SME
Arvato Bertelsman
2013 — 2017
  • Assisted with training and mentoring new hires, sharing technical knowledge, best practices, policies, and procedures to ensure high-quality customer service
  • Upskilled and developed agents through coaching, mentoring, and training
  • Partnered with supervisors and managers to provide feedback and recommendations to team/agents performance
  • Provided guidance and support to frontline agents on complex or escalated customer issues, offering solutions or workarounds based on deep knowledge of products, services, or processes
Financial Consultant - Billing & Tech Support
Sutherland Global Services
2009 — 2013
  • Supported customers by reviewing income and expense details, identifying discrepancies, and recommending solutions
  • Handled customer disputes by investigating transactions and recommending appropriate next steps for resolution
  • Responded to billing inquiries explaining charges, payment options, and account balances to customers
  • Provided technical support by guiding customers through hardware diagnostics and online connectivity troubleshooting
  • Identified hardware failures, software glitches, or connectivity problems
  • Assisted users with installing new games, providing guidance on console features, warranties, and troubleshooting steps
Skills
Interpersonal SkillCritical ThinkingCompliance and AuditingTeam LeadershipCross-Functional CollaborationIncident Response ManagementCustomer ServiceTechnical SupportPhysical SecurityEmployee Engagement
Education
Bachelor of Arts, Mass Communication
Angeles University Foundation
2000 — Undergraduate
References
Nathaniel Marquez
Senior Information Security Officer · Teleperformance
Audit & Compliance
[email protected] · +63919-005-4384
Paul Angelo Lao
Information Security Analyst -Incident Response Manager · Teleperformance
[email protected] · +63917-429-4671
Raymund Calderion
Quality Assurance/Account Manager
[email protected] · +639062727444
Languages
Tagalog
English
Kapampangan
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