Carlo Soriano
About Carlo Soriano
Carlo Soriano serves as the Customer Support Team Lead at Hubstaff, where he has worked since 2018. He oversees customer support operations in the Asia-Pacific region and focuses on improving service quality and team cohesion.
Work at Hubstaff
Carlo Soriano has been serving as the Customer Support Team Lead at Hubstaff since 2018. In this role, he is responsible for creating and reviewing content for the Hubstaff support site, ensuring that it is clear and accessible for users. He leads the APAC staff, focusing on enhancing customer support operations in the Asia-Pacific region. Carlo manages first response times and customer satisfaction scores (CSAT) for both email and chat support channels. He also handles Tier 2 escalations, providing solutions for more complex customer issues.
Previous Experience at Sutherland
Before joining Hubstaff, Carlo Soriano worked at Sutherland for a total of six years. He held several positions, starting as a Quality Assurance Specialist from 2009 to 2012, then advancing to Senior Team Manager from 2012 to 2015, and finally serving as Operations Manager from 2015 to 2017. In these roles, he gained extensive experience in customer support operations and team management.
Education and Expertise
Carlo Soriano studied at the University of the Philippines, where he earned a Bachelor of Arts in Mass Communication/Media Studies from 2000 to 2002. His educational background provides a foundation for his expertise in communication and customer support, which he has applied throughout his career.
Team Leadership and Communication
In his current role at Hubstaff, Carlo conducts both official team meetings and informal gatherings to foster team cohesion and communication. He analyzes customer satisfaction performance and identifies areas for improvement to enhance service quality. His leadership approach emphasizes collaboration and effective communication within the team.