Summary
Overview
Work History
Education
Skills
Timeline
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Joseph Monticalbo

Joseph Monticalbo

Melbourne,Australia

Summary

Results-driven accounting graduate with over 5 years of experience in the call center industry, including roles as a Quality Analyst and Auditor. Successfully built and expanded a profitable Airbnb business through strong customer service, financial management, and operational efficiency. Currently studying Leadership and Management in Australia, with proven strengths in productivity, time management, and delivering high-impact results. Seeking employer sponsorship to contribute long-term value and support business growth.

Overview

8
8
years of professional experience

Work History

Vacation Rental Property Manager

Self-employed
09.2019 - Current
  • Listed and managed short-term rental properties through multiple platforms, including Airbnb, Agoda, Booking.com, and VRBO.
  • Improved overall guest experience by addressing concerns promptly and professionally, ensuring positive reviews and repeat bookings.
  • Increased occupancy rates with strategic marketing and thorough market research to establish competitive pricing strategies for each rental property.
  • Collaborated with housekeeping staff to ensure timely turnovers and maintain high standards of cleanliness in all rental properties.
  • Managed cash flow effectively, ensuring all company liabilities were met in a timely manner and surplus funds were invested wisely.

Senior Process Executive

Cognizant
10.2022 - 02.2023
  • Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
  • Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.

Senior Quality Assurance Auditor

Concentrix
12.2019 - 02.2022
  • Ensured timely completion of call audits.
  • Developed comprehensive audit reports for management review, enabling informed decision-making on quality initiatives.
  • Conducted root cause analysis investigations, leading to improved call handling and customer service quality.

Online Billing Advisor

Wipro
09.2018 - 09.2019
  • Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
  • Enhanced customer satisfaction by promptly addressing billing inquiries and resolving disputes.

Escalation Desk Executive

EXL Service
05.2017 - 06.2018
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.

Education

Diploma And Advance Diploma - Leadership and Management

The Performance College
Melbourne, VIC, Australia
07-2026

Bachelor of Science - Accounting Technology

Western Leyte College
Ormoc City, Philippines
04.2013

Skills

  • Business operations
  • Process improvement
  • Financial management
  • Revenue growth strategies
  • Budgeting and cost control
  • Quality assurance Audit reporting
  • Property management
  • Customer service
  • Client retention
  • Conflict resolution
  • Time management
  • Problem solving
  • Multitasking
  • Sales and marketing

Timeline

Senior Process Executive

Cognizant
10.2022 - 02.2023

Senior Quality Assurance Auditor

Concentrix
12.2019 - 02.2022

Vacation Rental Property Manager

Self-employed
09.2019 - Current

Online Billing Advisor

Wipro
09.2018 - 09.2019

Escalation Desk Executive

EXL Service
05.2017 - 06.2018

Diploma And Advance Diploma - Leadership and Management

The Performance College

Bachelor of Science - Accounting Technology

Western Leyte College

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