Customer Service Technical Support

WORK EXPERIENCES:

ACQUIRE BPO

WCC Center, Shaw Blvd

Mandaluyong City

Dodo Cs Level 2

November 2015 to March 2017

Performing the full range of customer service including billing general support duties with minimal instructions or assistance. Performance of the full range of duties assigned, working independently. Applying well developed customer service knowledge, and exercising judgement and initiative. Receive only occasional instruction or assistance as new or unusual situations arise, and are fully aware of the operating procedures and policies of the work unit. Answers questions; researched; resolves, and responds to customer problems and complaints; explains department policies and procedures, Process credit refunds; payments, verifies account information; process request for refunds; refers customers to appropriate department

WNS GLOBAL SERVICES

9/F 1880 B ldg, Eastwood Cyber City

Bagumbayan, Libis Quezon City

Senior Claims Specialist

August 19, 2013 – November 30, 2014

Assist customers in lodging a claim after an incident by asking series of questions and filling out claims form. Identify customer’s liability in an accident. Assist customers in understanding their Product Disclosure Statements. Inform customers of the benefits they have on their insurance policy. Arrange for repairs of customer’s vehicle or towing if needed. Refer other incidents to other departments especially those that needs further investigations.

PROMINES RESOURCES & CONSULTANCY

1011 Mega Plaza Bdg

Ortigas Business center

Origas, Pasig City

Marketing Director for Local & International Business

January 2012 – December 2012

Develop and execute operating plan and objectives to achieve volume, revenue and margin

performance targets of the company business in the Mining markets for Asia and other foreign countries. Conduct Market analysis of all Mining markets, primarily Nickel ore, Iron ore and Copper ore. Lead global and regional market research on key market segments. Support/Develop and implement business improvement opportunities. Develop and implement marketing communications programs.

OFFICE OF THE MAYOR

Cainta, Rizal

Political Affairs Consultant

(May 2004 – December 2010)

Conceptualize various programs and projects for the town of Cainta. Analyze and discuss the effects of various programs and projects of Mayor Ilagan vis-à-vis programs and projects of his political rivals. Organize various organizations for Mayor Mon Ilagan. Create various teams such as the Strategic Planning Group, Technical Writing Group and other groups which will help in the campaign programs of Mayor Mon Ilagan. Lead the PR Team of Mayor Mon Ilagan.

SUTHERLAND GLOBAL SERVICES PHILIPPINES

TCC Bldg., Kalayaan Ave., Taguig City

May 27, 2009 - June 15, 2010

Customer Service Rep/Mentor (Microsoft Store)

November 15, 2009 - June 15, 2010

Handle manager/supervisor calls. Prepare and analyze team stats and identify point of improvements. Train Customer Representatives on how to properly assist customers and how to use the online tools effectively. Ensure agents number per shift to meet the requirements of Microsoft on the total number of reps per shift. Coordinate and meet online with Microsoft officers in the U.S. for issues beyond Philippine center’s control. Conduct training in the absence of trainors to new hires.

SUTHERLAND GLOBAL SERVICES PHILIPPINES

TCC Bldg., Kalayaan Ave., Taguig City

May 27, 2009 - June 15, 2010

Technical Support Rep Mentor (AT&T U-Verse)

May 27, 2009 – November 14, 2009

Identify concerns of customers and give solutions to each issue like internet connection problems, t.v. re-channeling etc. Advise customers on scenarios in their area as to the causes of the problems they are encountering through the use of different online tools. Assist Technical Representatives on the floor by giving the right troubleshooting steps for every issue encountered. Coach the Technical Representatives in regards proper steps in identifying concerns and how to identify the right solutions for effective and efficient customer service in less time.

ARVATO DIGITAL SERVICES (Xbox)

5/F E-Commerce Plaza #1 garden Rd.

Eastwood Libis, Quezon City

Floor Walker/Tier 2

February 1, 2009 – May 5, 2009

Technical Support Representative – Xbox Live, Games and Media Center

November 4, 2008 – February 2009

Give support to Technical support Representatives in regards Xbox issues. Assist in training Technical Support Representatives in understanding connectivity and hardware issues. Assist in developing training modules. Assist trainers in teaching Virtual knowledge Base tools and how to effectively use it in handling customer issues. Take escalated calls for faster resolution of issues.

ARELANO UNIVERSITY

Pagasa St., Caniogan, Pasig City

Head Coach - High School Basketball Varsity

July 2007 – December 2008

Team Consultant – High School Basketball Varsity

October 2006 – July 2007

Design training programs for the high school basketball varsity team like strength training, skills development, following the training pyramid system. Train the coaching staff on coaching principles. Oversee the proper implementation of the designed training system. Ensure that all players and coaching staff follow the rules and regulations of the team in consonance with the school’s program. Ensure all players meet their academic responsibilities. Design incentive schemes for the players for approval by the board of the school. Ensure the safety of athletes during training and game proper. Meet with possible corporate sponsors.

FRANKLIN FIDELITY FUNDS

Adamson Centre, Makati City

Center Manager

May 2005 – October 2006

Oversee day-to-day operations of the center to ensure profitability of the business. Ensure the effective and efficient implementation of the campaign. Analyze and modify strategies to ensure success of the campaign. Develop incentives for employees. Coordinate with U.S, partners on the status of the campaign and secure more seats for growth of the business. Interview and approve new hires. Discuss with center managers on issues pertaining to improvement of quality of performance of agents. Evaluate performance of agents thru the reports submitted by their respective managers and the status of the campaign.

PRO-SPECS CONSTRUCTION & MANAGEMENT, INC.

Pleasantville, Mangahan, Pasig City

Administrative Manager

February 2000 – April 2005

Oversee the day-to-day operation of the office. Develop company/office rules and regulations. Ensure that all employees hired are qualified for the job applied for and with proper documents such as SSS, NBI, and other pre-employment requirements. Ensure that all employees are compensated well and that their working conditions are well. Liaise with subcontractors regarding their employees. Ensure that all office equipments and machineries are working well and in good working condition. Ensure that all reports are submitted on time for evaluation. Liaise with client on status of project.

THEME & SCHEME MARKETING., INC.

San Antonio Village, Makati City

Operations Manager

September 1987 - July 1999

Oversee the day-to-day operation of the office. Oversee the day-to-day implementation of all marketing promotion activity and ensure that all are effectively and efficiently carried out. Coordinate with clients on all promotional guidelines including logistics and materials needed for the campaign. Ensure that all reports and cost estimates are properly prepared and submitted to clients on time. Ensure that all promo materials and cash resources are used in accordance with client’s specification and that all resources are well accounted for at the end of every project. Ensure the timely submission of all billings and ensure that they are collected.

PERSONAL DATA:

Birthdate : March 14, 1960

Status : Separated with 2 kids

Christian Wilberth Daquiwag December 25, 1985

Steven Julius Daquiwag July 25, 1990

Education : College

April 1982

Bachelor of Science in Civil Engineering

PRESENT POSITIONS HELD:

President : Pasig Sports Association

Secretary General : UNA Pasig City Council

Board of Director : Lingap Pamayanan (NGO)

Auditor : Pasig Mega Market UV Cooperative

PAST POSITIONS HELD

Chairman : PDP – LaBan Pasig City Council

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