Joseph Luke Potestades
Social Media Manager & Strategist | Ads Manager | Customer Service Representative
Kuala Lumpur
Summary
Dynamic customer support professional with a proven track record at Teleperformance, excelling in social media management and campaign optimization. Adept at enhancing brand awareness and community engagement, I leverage analytics to drive results and foster client relationships, ensuring compliance and satisfaction in high-pressure environments.
Overview
16
16
years of professional experience
Work History
Meta Support Specialist
Teleperformance Malaysia
12.2023 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Provide specialized support for Meta Ads Manager and Business Manager, assisting advertisers with campaign setup, optimization, policy compliance, and account troubleshooting.
- Resolve issues related to ad disapproval, billing, account restrictions, and performance inconsistencies across Facebook, Instagram, WhatsApp, and Threads.
- Utilize Meta’s internal knowledge base and tools to deliver accurate, policy-aligned solutions and best practices.
- Collaborate with internal support teams to ensure timely resolution of complex advertising and account-related concerns.
- Guide businesses on improving ad performance while maintaining compliance with Meta advertising policies.
Customer Service Representative
Everise Philippines
12.2022 - 11.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Support Specialist
Concentrix
05.2022 - 12.2022
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Telecommunications Technician, Customer Support
Alorica
08.2019 - 12.2021
- Evaluated and tested software and hardware to determine compatibility with existing systems, efficiency and reliability.
- Spearheaded the migration to new telecommunications platforms, minimizing disruption to business operations during transitions.
- Recommended and proposed new and advanced equipment and techniques based on performance capabilities, limitations and cost.
- Provided exceptional customer support, addressing inquiries promptly while maintaining a professional demeanor at all times.
- Ensured seamless communication across departments by establishing reliable telecommunication systems and protocols.
- Verified service by re-programming circuits and alarms and conferring with team of engineers.
- Performed system moves and changes internally and by remote access and coordinated and prepared reports to support operation and planning of telecommunications systems.
- Reduced downtime for clients by swiftly troubleshooting and resolving complex technical issues.
Collections Account Manager /Call Center Customer Service Representative
Teleperformance
10.2018 - 05.2019
- Enhanced department reputation by establishing rapport with clients, demonstrating an understanding of their financial situation, and offering assistance where possible.
- Reviewed collection reports regularly with management to provide updates on progress and potential areas for improvement.
- Provided excellent customer service while resolving disputes, addressing concerns, and finding win-win solutions for both parties involved.
- Implemented automated reminder systems that contributed to a decrease in past due invoices.
- Developed comprehensive knowledge of relevant regulations and industry best practices to ensure compliance in all collection activities.
- Utilized analytical skills to identify trends among delinquent accounts and develop targeted action plans.
- Managed account portfolio effectively, ensuring accurate record-keeping and timely follow-ups on outstanding balances.
- Consistently met or exceeded monthly targets for successful collections, contributing to the overall financial health of the organization.
Security Manager /Access Control & CCTV Installer
Starline Security
05.2010 - 03.2018
- Led security personnel team, conducting regular training to enhance performance and support professional development.
- Supervised security officers, coordinating scheduling and conducting performance evaluations to ensure operational readiness.
- Improved response time to incidents by developing effective communication protocols within the security team.
- Developed communication protocols within security team, improving incident response times and team coordination.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Conducted drills to keep security staff on alert and proficient with established plans.
- Increased employee safety by conducting regular safety drills and establishing clear evacuation procedures in case of emergencies.
- Investigated incidents and wrote reports.
- Maintained detailed records of security incidents, enabling proper analysis for future preventative measures.
Education
Bachelor of Science - Hotel, Resort And Restaurant Management
Lyceum of The Philippines
Manila, Philippines 04.2001 -
Skills
Social media management
Content creation
Social media strategy
Digital media
Market research
Content development
Platform management
Social platforms
Content scheduling
Campaign management
Brand awareness
Analytics and reporting
User interaction
Audience analysis
Audience engagement
Content strategy
Timeline
Meta Support Specialist
Teleperformance Malaysia
12.2023 - Current
Customer Service Representative
Everise Philippines
12.2022 - 11.2023
Customer Support Specialist
Concentrix
05.2022 - 12.2022
Telecommunications Technician, Customer Support
Alorica
08.2019 - 12.2021
Collections Account Manager /Call Center Customer Service Representative
Teleperformance
10.2018 - 05.2019
Security Manager /Access Control & CCTV Installer
Starline Security
05.2010 - 03.2018
Bachelor of Science - Hotel, Resort And Restaurant Management
Lyceum of The Philippines
04.2001 -