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Customer Service Technical Support

Location:
National Capital Region, Philippines
Posted:
November 29, 2017

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Resume:

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



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