{ "$schema": "https://cvjson.com/schema/v1.json", "basics": { "name": "Carlo Balictar", "label": "Global Incident Response Manager", "summary": "Experienced in Team Management, Incident Resolution, and Operational Efficiency, with over 8 years of being a\nleader in the BPO Industry. Skilled at managing incident response protocols, ensuring compliance, and seamless\norganizational processes. Proven ability to lead cross-functional teams, manage daily operations, and\nimplement action plans that drive operational success and employee engagement.", "location": "Angeles, City Pampanga", "profiles": [ { "network": "LinkedIn", "username": "crb-b9337b261", "url": "https://linkedin.com/in/crb-b9337b261" } ] }, "work": [ { "company": "ASURION", "position": "Technical Support / Sales Agent", "startDate": "2026-05", "endDate": "2026-08", "highlights": [ "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" ] }, { "company": "Auction Technology Group", "position": "Customer Service / T1 Technical Support", "startDate": "2025-06", "endDate": "2026-04", "highlights": [ "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" ] }, { "company": "Majorel/Teleperformance", "position": "Information Security Officer / Global Incident Response Manager", "startDate": "2019-11", "endDate": "2025-05", "highlights": [ "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" ] }, { "company": "Sitel Tarlac", "position": "Team Manager", "startDate": "2018", "endDate": "2019", "highlights": [ "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" ] }, { "company": "Sutherland Global Services", "position": "Technical Support", "startDate": "2017", "endDate": "2018", "highlights": [ "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" ] }, { "company": "Arvato Bertelsman", "position": "Interim Team Lead/SME", "startDate": "2013", "endDate": "2017", "highlights": [ "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" ] }, { "company": "Sutherland Global Services", "position": "Financial Consultant - Billing & Tech Support", "startDate": "2009", "endDate": "2013", "highlights": [ "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" ] } ], "education": [ { "institution": "Angeles University Foundation", "degree": "Bachelor of Arts", "field": "Mass Communication", "startDate": "2000" } ], "skills": [ "Interpersonal Skill", "Critical Thinking", "Compliance and Auditing", "Team Leadership", "Cross-Functional Collaboration", "Incident Response Management", "Customer Service", "Technical Support", "Physical Security", "Employee Engagement" ], "languages": [ { "language": "Tagalog" }, { "language": "English" }, { "language": "Kapampangan" } ], "references": [ { "name": "Nathaniel Marquez", "title": "Senior Information Security Officer", "company": "Teleperformance", "relationship": "Audit & Compliance", "email": "Marq6925@gmail.com", "phone": "+63919-005-4384" }, { "name": "Paul Angelo Lao", "title": "Information Security Analyst -Incident Response Manager", "company": "Teleperformance", "email": "Paulangelolao@gmail.com", "phone": "+63917-429-4671" }, { "name": "Raymund Calderion", "title": "Quality Assurance/Account Manager", "email": "slimjimgrim@gmal.com", "phone": "+639062727444" } ], "referencesMode": "show", "availability": { "status": "open", "sponsorship": false }, "ats": { "keywords": [ "Technical Support / Sales Agent", "ASURION", "Customer Service / T1 Technical Support", "Auction Technology Group", "Majorel/Teleperformance", "Team Manager", "Sitel Tarlac", "Technical Support", "Sutherland Global Services", "Interim Team Lead/SME", "Arvato Bertelsman", "Financial Consultant - Billing & Tech Support", "Mass Communication", "Interpersonal Skill", "Critical Thinking", "Compliance and Auditing", "Team Leadership", "Cross-Functional Collaboration", "Incident Response Management", "Customer Service", "Physical Security", "Employee Engagement", "Tagalog", "English", "Kapampangan", "Global Incident Response Manager" ], "yearsOfExperience": 18, "seniority": "lead", "highestEducation": "Bachelor's" }, "verification": { "email": true, "platform": "freecv.org" }, "i18n": { "primary": "en" }, "meta": { "version": "1.2.2", "canonical": "https://livelink.cv/carlo-balictar/cv.json", "lastModified": "2026-08-18T18:37:06.654Z", "generator": "FreeCV.org" } }