Customer Service Manager, Senior Customer Service Representative
Resume:
RODERICK L. DEL MUNDO
B* L* MAHOGANY LANE, SUN VALLEY SUBD.,
BRGY. INARAWAN, ANTIPOLO CITY
PHILIPPINES 1900
******@*****.***
EMPLOYMENT BACKGROUND:
APRIL 5, 2016 – FEBRUARY 1, 2017
SENIOR CUSTOMER SERVICE EXECUTIVE
INTELENET GLOBAL PHILIPPINES, INC.
2ND FL. INTELENET TOWER, FIVE WEST CAMPUS
LE GRAND AVENUE, MC KINLEY WEST
TAGUIG CITY
JOB DESCRIPTION:
Respond to incoming calls, emails and other message from customers and give them the right answers and directions.
Give accurate direction and support to team leaders to facilitate successful competition of organization’s targets and performance goals.
Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgement.
Make use of proven business techniques in the identification of lapses and loop holes in the organization’s customer service department and recommend better strategies that will yield better results.
OCTOBER 25, 2010 - JANUARY 10, 2013
HELP DESK SUPPORT
FILMETRICS CORPORATION
Philippines Postal Office
Nia Road, Brgy. Diliman, Quezon City
JOB DESCRIPTION: (HELP DESK)
Provide desktop support for over 120 SSS Branches nationwide by phone or in person as needed to minimize downtime.
Plan and lead training sessions for new and existing clients as part of the team initiative; facilitate at 3 sessions per month.
Support as necessary on a 24/7 basis to limit system down time during internal or external outages and peak enrollment periods.
DECEMBER 11, 2006 - DECEMBER 23, 2009
SHIFT MANAGER
WHO - AGE VERIFICATION
Paragon International Customer Care Ltd.
14th Floor RCBC Tower 1 RCBC Plaza
Ayala Avenue, Makati City
Philippines 1200
JOB DESCRIPTION: (SHIFT MANAGER)
We make sure that we all attended on time to their shift, in case that a CSR is late for duty, his Team Leader must be notified from advance otherwise Team Leader must contact the CSR and assess the situation.
We check all the updates, new emails, promos, and special offers, home page and last shifts reports and current shift's targets.
We coordinate with people, product and equipment to ensure a safe, consistent, profitable and smooth running shift.
We need to achieve a thorough understanding and awareness of the operation, excellent people skills, quick and effective decision-making, and thorough planning, organizing and follow up.
Supervise production line operation in accordance with policies and procedures, train and coach production line employees.
Responsible for shift schedule to include work station assignments/rotations, employee training, vacations, breaks, overtime, back up for absent employees and shift rotations.
Coordinate production startups, shut downs and change overs. Coordinate with Human Resources for appropriate staffing levels.
Responsible to meet shift production goals, schedule and conduct shift meetings, meet the quality control, make adjustments as necessary during shift to produce product within specification.
MAY 5, 2003 - SEPTEMBER 10, 2006
CUSTOMER SERVICE ASSOCIATES (INBOUND ACCOUNT)
MCI ACCOUNT
Advanced Contact solution
8th Floor Allied Bank
Ayala Avenue, Makati City
Philippines
JOB DESCRIPTION:
Prepares for customer inquiries by studying products, services, and customer service processes.
Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.
Records customer inquiries by documenting inquiry and response in customer's accounts.
Improves quality service by recommending improved processes; identifying new products and service applications.
Updates job knowledge by participating in educational opportunities.
Accomplishes customer service and organization mission by completing related results as needed.
MARCH 23, 1999 - MAY 13, 2004
PERSONNEL CLERK
Systems and Encoding Corporation (SENCOR)
4th Floor Wardley Building, San Juan St. corner Taft Avenue, Pasay City
Philippines 1300
JOB DESCRIPTION:
Complies and maintains personnel records.
Records employee information, such as personal data; compensation, benefits, and tax data, attendance; performance reviews or evaluations; and termination date and reason.
Processes employment applications and assists in other employment activities.
Updates employee files to document personnel actions and to provide information for payroll and other uses.
Examines employee files to answer inquiries and provides information to authorized persons.
Complies data from personnel records and prepares reports using typewriter or a computer.
May administer and score aptitude, personality, and interest tests, explain bonding procedure required by the company, and assist in completion of bonding application.
Compute wages and record data for use in payroll processing compile and maintain records for use in employee benefits administration and be designated benefits.
EDUCATIONAL BACKGROUND:
Elementary Course:
HOLY CHILD PAROCHIAL SCHOOL
San Juan, Metro Manila 1985
High School:
JOSE RIZAL UNIVERSITY
80 Shaw Boulevard, Mandaluyong City
Philippines 1500 1990
JOSE RIZAL UNIVERSITY
80 Shaw Boulevard, Mandaluyong City 1995
Philippines 1500 BSC - Computer Science
UNDERGRADUATE 4TH YEAR
PERSONAL DETAILS:
Nationality : Filipino
Religion : Roman Catholic
E-mail Address : ******@*****.***
Contact Number : 091********
CHARACTER REFERENCE:
ETHEL CASTANEDA CORPORATE LAWYER
FUJITSU PHILIPPINES INC.
837 CORNER ARNAIZ AVENUE
LEGASPI VILLAGE, MAKATI CITY
MAY LARDIZABAL PROJECT MANAGEMENT OFFICER
FILMETRICS CORPORATTION
QUEZON CITY
MAURICE LOCSIN CONSULTANT
FILMETRICS CORPORATION
QUEZON CITY
Signed by:
RODERICK L. DEL MUNDO
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