Ramon L. Maaba

Phase II Block ** D.P.C.H. Sn. Miguel Tarlac City

Cel. No. +63-926-***-****

Phone No. (045-***-****

SKILL BASE:

Exceptional versatility, flexible, fast learner, who adapts easily to new situations.

Assertive, initiative, and eager to learn new skills.

Exceptional capacity to multitask and a hard working person.

Able to work on any given hour of the day.

Experience with Microsoft Word, Excel, PowerPoint and Internet applications and programs.

Excellent Customer Service skills

Excellent Communication skills (Written and Verbal)

PERSONAL BACKGROUND

Date of Birth : April 6, 1986

Place of Birth : Capas, Tarlac

Civil Status : Single

Citizenship : Filipino

Height : 6’0”

Weight : 175 kg

Relegion : Catholic

Sex : Male

Age : 29 years old

EDUCATIONAL ATTAINMENT

BS Nursing

Central Luzon Doctors Hospital-Educational Institution

San Pablo Tarlac City

2003-2007

Secondary

Dominican College of Tarlac

Sto. Rosario Capas, Tarlac

1999-2003

Primary

Tarlac First Baptist Church School

Romulo Blvd. Tarlac City

1992-1999

TRAINING

Basic Safety Training ZRC Training Center Phils. Inc.

Personal Survival Technique Ermita Center Bldg. Roxas Blvd. Cor. Sta Monica Street

Elementary First Aid Ermita, Manila Philippines

Personal Safety and December 10-18, 2012

Social Responsibility

English Proficiency EQUAD

Training Ayala Village Makati City

November 15, 2005 – December 3, 2005

ACHIEVEMENTS

Test of English for Passed – 975/990

International Communication

WORK EXPERIENCE

Technical Support Representative (Verizon Online)

Advance Contact Solution - Ayala Ave. Makati City - December 2007 – September 2009

Duties:

Validating customer details and information as initial account security measure.

Performing over-the-phone basic to advanced troubleshooting protocols to resolve DSL connectivity issues.

Shipping replacements for defective accessories included within the DSL package when deemed necessary.

Proper escalation procedures after exhausting standard Tier 1 resources.

Performing proper transfer/escalation procedures on misrouted or high priority concerns.

Performing call-backs when customers are accidentally disconnected during critical stages of troubleshooting.

Technical Support Representative / Customer Support Representative (Xbox 360)

Sutherland Global Services - IT Park II, Sn. Isidro, Tarlac City- October 2009 – January 2010

Duties:

Validating customer details and information as initial account security measure.

Performing over-the-phone basic to advanced troubleshooting protocols to resolve various Xbox 360 issues.

Assisting customers with over-the-phone transaction sales of Xbox Package replacement accessories.

Giving updates about customer console units that are being shipped to and from repair hubs.

Performing proper transfer/escalation procedures on misrouted or high priority concerns.

Performing optional call-backs when customers are accidentally disconnected during critical stages of troubleshooting.

Technical Support Representative / Customer Support Representative (Symantec)

Sutherland Global Services - IT Park II, Sn. Isidro, Tarlac City- January 2010 – March 2011

Duties:

Validating customer details and information as initial account security measure.

Performing over-the-phone basic to advanced troubleshooting protocols to resolve issues regarding the installation of Norton Security Suite bundled for customers that have Comcast services. Installation process also requires uninstallation of previous McAfee anti-virus services previously offered by Comcast.

Performing up to four live sessions of remote access for troubleshooting and installation of Norton Security Suite on customer’s computers, when requested by customer.

Performing optional call-backs when customers are accidentally disconnected during critical stages of troubleshooting.

Key achievements:

Consistently within the top 5 of agents with high customer satisfaction rating.

ESL Teacher

Man to Man Boarding School – Tibag Tarlac City – July 2011 – June 2013

Duties

To improve the English reading, writing and speaking skills of students of diverse ages and backgrounds

Create lesson plans to teach non-native speakers to read, write and speak English.

Help students learn English grammar, pronunciation and conversational skills.

Prepare classroom and community activities.

Sales Agent (Holsted Jewelers)

Iqor Philippines Inc. - Clark Freeport Zone, Philippines – July 2013 – November 2013

Duties:

Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors.

Adjusts content of sales presentations by studying the type of sales outlet or trade factor.

Focuses sales efforts by studying existing and potential volume of dealers.

Submits orders by referring to price lists and product literature.

Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses.

Recommends changes in products, service, and policy by evaluating results and competitive developments.

Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.

Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Provides historical records by maintaining records on area and customer sales.

Contributes to team effort by accomplishing related results as needed.

Collection Specialist

Microtel Global Solutions - Philexcel Business Park, Clark - November 2013 – September 2014

Duties:

Collect payments on past due bills.

Create a list of people who have not made payments.

Organize list according to severity of delinquency.

Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases.

Call customers using telephone.

Attempt to collect payment.

Ensure all customer information is correct, including phone numbers and addresses.

Record new commitment to repay debt.

Send statements of delinquencies to credit bureau.

Initiate repossession proceedings or hand over account to law practice that specializes in debtcollection.

Purge records if debt has been satisfied.

Report satisfied debts to credit bureaus.

Follow federal and state laws dealing with debt collection.

Print reports for management.

Technical Support Representative / Customer Support Representative (Xbox 360 – Xbox One)

Convergys Philippines – 2F WCC Shaw Blvd. Metro Manila – Sept 2015 - Present

Duties:

Validating customer details and information as initial account security measure.

Performing live chat basic to advanced troubleshooting protocols to resolve various Xbox 360 and Xbox One issues.

Assisting customers with transaction sales of Xbox Package replacement accessories.

Giving updates about customer console units that are being shipped to and from repair hubs.

Performing proper transfer/escalation procedures on misrouted or high priority concerns.

Performing optional call-backs when customers are accidentally disconnected during critical stages of troubleshooting.

Advice customer on benefits of being part of Xbox Live in attempt to save the customer from cancelling their subscription.

CHARACTER REFERENCES

Kimberly Cau Supan, MSIT-CAR

Instructor

Tarlac State University

Bernadette Manalili

Clerck, Accounting Department

Tarlac Provincial Capitol

Gerald Miranda

Tech Lead, Xbox Hardware

Sutherland Global Services

I hereby certify that the above information is true and accomplished to the best of my knowledge.

Ramon L. Maaba

Applicant

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