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Customer Service Manager

Location:
Batangas, CALABARZON, Philippines
Posted:
March 04, 2015

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Resume:

AR - J MORI GUEVARRA

A + *** - Abad Santos St. Sta Lucia Novaliches, Faiview

Quezon City

C +

092********

E +

acok1x@r.postjobfree.com

JOB OBJECTIVES [pic]

To obtain a position where I can

maximize my multilayer management skills, quality assurance education,

program

d

development, training experience, and customer service successful track

record.

. Accomplished Customer Service/Technical Support

Profession

. Worked as a Supervisor/ Team Lead/ direct AHT &

Quality point of contact [POC] with daily operations

which include monitoring, coaching and coverage as

projects requires.

. Exceptional, interpersonal communication and multi-

tasking skills. Can actively pursue a team

environment focusing on the project's high

quality standards and high performance goals.

. Experienced in meeting and monitoring goals

completing related reports.

. Can provide effective feedback, education, coaching

and action plans.

. Exposed in team leadership with a flexible and

dedicated work ethics. can provide positive,

consistent, fair and

committed leadership.

. Knowledgeable with occupancy, productivity & service

level effect to the BPO business.

. Conducted classes for University students about BPO

programs.

. Has English online teaching background to foreigners

[Chinese]

Relevant experience includes:

VIRTUAL ASSISTANT WORK EXPERIENCE [pic]

Detailed VA and Call Center Skills [pic]

Call Center Management Skills

Virtual Assistant skills Computer /

Microsoft office application skills

Leadership

Data Entry

Word

Customer Service

Appointment setting, telemarketing - cold calling Excel

Chat support

Lead Generation / Real Estate Lead Scripts Power

point

Online Teaching

Craigslist Ads posting

Phone and email management

Internet research

Transcription

Photo Editing

MLS /MRIS information Entry

Video Editing (Adobe Premiere)

Social Media Management - Real Estate

Transaction Coordination

Social Media and Internet Marketting

Coolpixels - Telemarketer / PlanetTel

51talk Chinese Online English School

[Feb2013 - Jan2014] - Online English Tutor

ODESK Projects

OFFICE / WORK EXPERIENCE [pic]

Convergys, Glorietta5 site

Glorietta, Ayala Avenue / UP

Technohub site [April 2010 - current]

Team Leader

AHT point of contact

. Work with functional managers and the team to

obtain necessary AHT goal and action plan to

support the team's and the client's goal.

. Responsible in providing root causes,

measurements, reports and updates with the

sites running and MTD handling time.

. Customer service / Chat support / outbound

calling to COMCAST customer's offering

products.

MANILA CENTRAL UNIVERSITY

BPO 101 TRAINER

Monumento, Quezon City

WNS PHILIPPINES

TEAM MANAGER [TRANSUNION

INTERACTIVE]

9th Floor 1880 Building

Managed agents on a financial

account providing US customers

EastWood Libis Quezon City

with the credit standing detail and

financial transaction.

July 2009 - January 2010

TELEPERFORMANCE MANILA

SUPERVISOR [NETSPEND & ADOBE ACCOUNT]

managed a team

SUCAT, PARANAQUE SITE

of call center agents handling a

debit financial service in the

SDC IT BLDG. Santana Grove

US for billing, FAQs and account

financial inquiry. The account

Paranaque, City

mainly deals with debit card

financial transactions for unbanked

July 2009

and self bank customers

.

[pic]

TELEPERFORMANCE MANILA

SUPERVISOR [SPRINT together with NEXTEL

ACCCOUNT]

EDSA CENTRAL SITE

Managed a total of 20 call center

agent for a communication

4/fl Octagon Building, San Miguel Ave,

provider in the US. Handling phone

troubleshooting, plans,

November 2007

sign ups, account information,

orders and billing questions.

TELEPERFORMANCE MANILA

CSAT TEAM LEAD [SPRINT ACCOUNT]

EDSA CENTRAL, EDSA Shaw Boulevard

Customer satisfaction records update,

Monitoring and coaching

May 2007 - August 2007

for CSAT statistics.

TELEPERFORMANCE MANILA

SUBJECT MATTER EXPERT SME [SPRINT ACCOUNT]

EDSA CENTRAL, EDSA Shaw Boulevard

coaching, Educating and taking deescalated

calls. Knowledgeable

. December 2006 - May 2007

with sprint account and system

troubleshooting and product protocol

TELEPERFORMANCE MANILA

CALL CENTER REPRESENTATIVE

EDSA CENTRAL, EDSA Shaw Boulevard

May 2004 - October 2006

[pic]

WEB PHILLIPINES

SYTEM DEPARTMENT

Balintawak Quezon City

Responsible with system update,

networking and documentation.

November 2003 - May 2004

exposed with basic web hosting

update s.u.

[kasal.com. / trabaho.com]

THE FRENCH BAKER INCORPORATED

Manager Trainee

SM City North EDSA

North EDSA Quezon City

November 2003 - April 2004

AC BANAL ENTERPRISES

Sales Representative

18 Milagrosa St. Bagong Barrio

EDUCATIONAL BACKGROUND [pic]

SEMINARS ATTENDED [pic]

[2000-2004] MANILA CENTRAL UNIVERSITY WNS

Coaching process [ WNS ]

PC Trouble Shooting [

Columbia Technologies Inc. - RCBC ]

Bachelor of Science in Information

Technology Wireless LAN [Columbia Technologies Inc. - MCU AVR Room]

Major in Information Technology JAVA Macromedia MX

[Informatics - Green \hills, San Juan]

Wireless Internet [MCU - Internet Laboratory]

[1999-2000] AMA COMPUTER COLLEGE Adobe Photoshop Ver. . . .7 [ MCU -

Computer Laboratory ]

SUPERVISOR LEADERSHIP TRAINING [TP MANILA]

[1995-1999] CHILDREN OF MARY IMMACULATE SUPERVISOR ROOT

CAUSE ANALYSIS TRAINING [TP MANILA]

COLLEGE

PUBLIC SPEAKING IN A CALL CENTER INDUSTRY [TP

MANILA]

EFFECTIVE COACHING, WNS

American Accent Neutralization

Training - TELEPERFORMANCE

Australian Culture Training -

TELEPERFORMANCE

Technical Writing - Manila Central

University

CONVERGYS Philippines Team

leader training process

COMPUTER KNOWLEDGE [pic]

Knowledge in computer Hardware / Software:

. Networking

. Hardware / Software Trouble Shooting

. Software Installation

Knowledge in computer programming such as:

. Visual Basic 6

. Visual C++

. Visual FoxPro

. ADOBE

. Microsoft family application [Word, Excel, PowerPoint,

FrontPage, etc.]

PROGRAMS:

SPRINT TOGETHER WITH NEXTEL [CUSTOMER

CARE/TELECOMS]

NETSPEND [CUSTOMER CARE/FINANCIAL ACCOUNT]

ADOBE [CUSTOMER SERVICE/TECHNICAL ACCOUNT]

TRANSUNION INTERACTIVE [CUSTOMER

CARE/FINANCIAL ACCOUNT]

AT&T CREDITS AND COLLECTIONS [CUSTOMER

CARE/TELECOMS]

COMCAST CABLE -XFINITY [CUSTOMER CARE/Chat

support]

Additional personal Info [pic]

JULY 06, 1982

Single / Filipino Male

TELEPERFORMANCE EDSA EDSA CENTRAL SITE 828 6866

- Mrs. Shelly Yumul [CM ADOBE] +639*********

TELEPERFORMANCE PARANAQUE SITE 632 9000

- Mr. Edralin Adriano [AM ADOBE] +639*********

- Mr. Samuel Patrick Pineda

[GM NETSPEND] +639*********

Convergys Corporation, Philippines

- Mr. Toni Baltazar [Operations Manager]

+639*********

[pic] Reference

TELEPERFORMANCE SUCAT SITE +639********* ] Ms. Shelly

Yumul [CM ADOBE]

CONVERGYS

GLORIETTA SITE +092******** -Mr. Toni Baltazar

[ OM AT&T]



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