EDUARDO C. AMPARO
**** *. ******* ******, ********, Manila
Mobile phone (092*-*******, (091*-*******
Email address: ac3itk@r.postjobfree.com
OBJECTIVE:
To gain employment that will enable me to utilize and develop my knowledge and skills while contributing
to the growth of the company and my coworkers as well.
Pursue an unorthodox, exciting lifestyle, to strive for excellence in a career that you’re passionate about, and to make a positive difference in the company.
RELATED WORK EXPERIENCE
Team Lead
Nowcom Global Solutions
F. Ortigas Avenue, Ortigas, Pasig City
October 10,2012 – September 6, 2017
Analyze procedures and recommended changes if required to improve working of processes.
Communicates to internal and external customers regarding issue resolution.
Managed work of all teams and ensured a high volume of calls.
Does Inbound, Outbound and BackOffice work in processing customer related processes.
Conducts Customer Interviews, Employment Verifications, Insurance Coverage Verification
Carry out review and disciplinary meetings
Carry out Individual Appraisals
Provide timely feedback to management on customer trends, issues and needs
Ensures all teams meets or exceeds target goal on assigned shift.
Communicate strategies and results to clients.
Offer frequent formal and informal recognition
Maintain a friendly competitive environment
Facilitate effective and supportive team relationship
Identify coaching needs and deliver coaching sessions
Implement team incentives
Identify coaching needs and deliver coaching sessions
Participates in the recruitment and interviewing process
Assistant Account Manager (Customer Service/Technical Support) Voice/Non Voice
eCorp Philippines
Emerald St., Ortigas Avenue, Pasig City
February 10, 2012 to February 29, 2012
•Carry out review and disciplinary meetings
Communicates to internal and external customers regarding issue resolution.
Accepts escalation calls from team members
•Managed work of all teams and ensured a high volume of calls.
Team Lead (Healthcare) Non-Voice
Accenture
Pioneer, Pasig City
April 25, 2011 to January, 2012
Build solid productive relationships with all levels of leadership and support teams
Facilitate effective and supportive team relationship
Provide timely feedback to the management team on customer trends, issues and needs
Technical Support Representative
Startek Philippines
Buendia, Makati City
August 9, 2010 to January, 2011
Provides assistance with connectivity issues using various troubleshooting technics for wireless DSL users
Operations Manager Apprentice– (Customer Service)
SITEL Philippines, Inc
PEZA, Loakan Road, Baguio City
December 15, 2008 to January 29, 2010
Meet and exceed quality and customer satisfaction goals to ensure customer retention.
Plans, Manages, and controls the day-to-day activities of a team that provides operational
support for a business unit group.
Establishes operational objectives and work plans, and delegates assignments to team leads and agents.
Page the day-to day activities of a team that provides operational support for a business unit or up in a nn-ing
Team Leader/Coach – Customer Service
SITEL Philippines, Inc
PEZA, Loakan Road, Baguio City
June, 2007 to Dec.15, 2008
Meet and exceed quality and customer satisfaction goals to ensure customer retention
-Ensure that team members obtain the appropriate training and support to best apply them
knowledge and skills on the job
-Communicate business strategies and results to CSRs, empowering them as #1 employee
Learning Specialist – (Travel account)
SITEL Philippines, Inc
PEZA, Loakan Road, Baguio City
January 2007 to June, 2007
Responsible for the needs analysis, design, development, test and evaluation
of training simulations, online learning materials and instructor led training for
computer systems used within Hawaiian Airlines account
Technical Support Representative (AT&T)
SITEL Philippines, Inc
PEZA, Loakan Road, Baguio City
August 2005 to December 2006
Customer Service Representative (Dish Network)
Parlance Systems Inc.
Buendia, Makati City
October 2004 to March 2005
RELATED TRAININGS AND SEMINARS ATTENDED:
HIPAA (Health Insurance Portability and Accountability Act)
Accenture
Business Continuity Management Program
Accenture
Six Sigma Seminar (Yellow Belt)
SITEL Philippines, PEZA, Loakan Road, Baguio City
Operations Management Essentials/Financials
SITEL Philippines, PEZA, Loakan Road, Baguio City
Business Review (GMR, WBR,CBR)
SITEL Philippines, PEZA, Loakan Road, Baguio City
Bridge Planning (Partnering with PQA)
SITEL Philippines, PEZA, Loakan Road, Baguio City
REDZONE Intervention
SITEL Philippines, PEZA, Loakan Road, Baguio City
CITZ (Coaching in The Zone) Training
SITEL Philippines, PEZA, Loakan Road, Baguio City
BTT (Basic Train the Trainer) Training and Certification
SITEL Philippines, PEZA, Loakan Road, Baguio City
Pathways (guide to Leadership)
SITEL Philippines, PEZA, Loakan Road, Baguio City
BellSouth Product Specialist / Home Networking system
ClientLogic Philippines, Inc., PEZA, Loakan Road, Baguio City
EDUCATIONAL COLLEGE Mechanical Technology – Production Engineering
BACKGROUND Don Bosco Technical College
Mandaluyong City
BS Mechanical Engineering
Baguio College Foundation
Baguio City
HIGH SCHOOL Holy Trinity Academy
Sampaloc, Manila
ELEMENTARY Gen. L. Geronimo Elem. School
Sampaloc, Manila
Certified true and correct:
EDUARDO C. AMPARO