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Customer Service Executive Assistant

Location:
Cavite City, Philippines
Posted:
September 29, 2018

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Resume:

ESCABILLAS,ROME GOMEZ.FILEDOC*/**/****

*

Rome Gomez Escabillas

Block 08 Lot 15 La Trinidad Subd., Ph1A

Barangay Cabuco, Trece Martirez, Cavite

Philippines 1409

Cellphone No.: +639*********

Alternate Cellphone No.: +639*********

Email Add: ac67zv@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/https://www.linkedin.com/in/rome-escabillas-319024159/ Skype: ac67zv@r.postjobfree.com

Current Location: Philippines

Expected Salary: PHP 30,000.00 (Negotiable)

Profile Highlights:

12.6 Corporate work Experience

Visiting English Teacher in Tenega American Inggris teaching English as Second Language in Jakarta, Indonesia, 2013.

3 years supervisorial experience to 3 diff. Companies

earned a degree of Pastoral Education Major in Christian Education & theology in Bible Baptist College, Valenzuela City, 2004,

earned a 2nd degree of Information Technology major software Management in Informatics College, Pasig City, 2008

became an Executive assistant to a Leadership group, 2006- 2009

Ordained as a pastor and handled an outreach church in Barangka Drive, Mandaluyong City, 2010

Became President of an Intelligence arm group protecting Students of High School and College alike, an Intelligence group Of Army Reserve Command, and earned a rank of 1Lt., 1996-1998

Had a basic Army Training and promoted to battalion S2., 1997-1998

Became a Motivational Speaker of Super-minds System, 2007-2009

Conducted a Fire Safety and Fire Drill to Heidelberg Cement Factory, Brunei Darussalam, 2013

Became a Trainer of Crown Financial Ministries, Philippines, 2012

Became Acting President Servant of Leaders Assoc., Quezon City, 2010 Certificate:

Certified as ATT and DIRECTV Technical Support Specialist, 2015 - 2016

Certificate on construction Safety and Health, 2007

Certificate on Oracle 10 Database Management, 2008

Certificate on Crown Financial Trainers Training, 2009

Certificate in DTI Seminar for entrepreneurs, 2002

Certified by John Clements for Customer Service, 2003 ESCABILLAS,ROME GOMEZ.FILEDOC6/20/2018

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PERSONAL DATA

Age: 37

Date of Birth: Apr 11, 1981

Gender: Male

Civil Status: Married

Height: 152.44 cm

Weight: 72.73 kg

Nationality: Filipino

Religion: Born again Christian

Permanent

Address:

964 Bohol Street balic-balic, Metro Manila

Metro Manila, Philippines 1008

WORK EXPERIENCE

1. Position: Customer Service Representative

Duration: Sep 2017 – April 2018

Company: [24]7 i.a Philippines

Company

Industry:

Call Center / IT-Enabled Services / BPO

Location 2nd flr. megamall bldg B., Fashion Hall, Mandaluyong City Country Philippines

Department: Spectrum

Job

Description:

Provides basic customer support related to Charter services, including troubleshooting TV issues and handling basic customer billing inquiries and payments.

to establish and maintain professional and positive relationships with customers on behalf of Charter (i.e. Spectrum) and ensuring issues are addressed consistently with company policies and practices.

Works under general supervision.

Major Duties And Responsibilities

Actively and consistently, support all efforts to simplify and enhance the customer experience.

Effectively present and discuss Charter products and services.

Convey an image of quality, integrity and superior understanding regarding services.

Manage customer interactions professionally and efficiently.

Effectively address customer questions, complaints and concerns.

Remain current and knowledgeable on every aspect of supported product.

Facilitate customer issue escalations to local management/support as required

Comply with company and call center policies and procedures.

Accurately document customer account records based on actions taken.

Fulfill work schedules as required.

Participate in quality coaching sessions to ensure interactions with customers are efficient and effective.

Keep supervisor informed of any work-related concerns.

Perform other duties as assigned.

2. Position: Technical Support Specialist

Duration: Nov 2016 - Jun 2017

Company: Convergys Philippines

Company

Industry:

Call Center / IT-Enabled Services / BPO

Location Makati City

Country Philippines

Department: Directv Protection Plan escalation Dept Job responsible for supporting the Core Values of NEW by providing comprehensive ESCABILLAS,ROME GOMEZ.FILEDOC6/20/2018

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Description: customer service through troubleshooting customers’ programming and/or equipment issues,

Answering customer questions, resolving issues regarding claims, warranties and servicing products, accurately determining entitlement and setting up service options.

Demonstrates world class customer relations and achieves a high level of quality results in a timely and efficient manner.

Job Responsibilities:

Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately.

Deliver world class customer service by communicating with energy and personal confidence.

Troubleshoot technical equipment / programming through use of Client’s resource systems to identify root causes and provide appropriate resolution.

Determine appropriate courses of action to ensure the result is successful both from a Client and customer standpoint and documents the interaction through contact tracking

Assist with billing inquiries Provide “best value” information and make appropriate upgrade offers.

Provide accurate product information and serve as a knowledgeable resource for the customer, accurately representing the Client inquiries and Issues.

Meet/exceed all monthly key performance standards, and deliver exception reliability and adherence to schedule.

Balance the needs of the end user customer while balancing the needs of the internal business requirements for productivity and performance. 3. Position: Senior Agent

Duration: Feb 2016 - Nov 2016

Company: IQOR PHILIPPINES

Company

Industry:

Call Center / IT-Enabled Services / BPO

Location 3rd Flr., SM DASMA, Gov. Drive, Cavite

Country Philippines

Department: Directv

Job

Description:

Confer with customers by telephone to provide information about products and services, to take orders or account upgrade, or to obtain details of complaints.

Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Resolve customers' service or billing complaints by performing activities such as providing credit, make some adjustment on their bill, or process a refund, and adjusting bills.

Check to ensure that appropriate changes were made to resolve customers' problems.

Refer unresolved customer grievances to designated departments for further investigation.

Determine charges for services requested, collect deposits or payments, and/or arrange for billing.

Complete contract forms, prepare change of address records, and issue service discontinuance orders.

Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase escalation of their services.

Recommend improvements in products, packaging, service, or billing methods and procedures in order to provide proper resolution of the billing issues. 4. Position: Technical Support/ Customer Service

Duration: Feb 2015 - Sep 2016

Company: Transcom Edsa

Company

Industry:

Call Center / IT-Enabled Services / BPO

Location Edsa, Wack-Wack, Mandaluyong City

Country Philippines

ESCABILLAS,ROME GOMEZ.FILEDOC6/20/2018

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Department: Samsung

Job

Description:

Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;

Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP, cable connections, hardware issues.

Research required information using available resources;

Follow standard processes and procedures;

Identify and escalate priority issues per Client specifications;

Redirect problems to appropriate resource;

Accurately process and record call transactions using a computer and designated tracking software;

Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;

Organize ideas and communicate oral messages appropriate to listeners and situations;

Follow up and make scheduled call backs to customers where necessary; Stay current with system information, changes and updates 5. Position: Account Executive

Duration: Apr 2012 - Oct 2014

Company: TELKOM INDONESIA

Company

Industry:

Call Center / IT-Enabled Services / BPO

Location Jakarta Selatan, Indonesia

Country Jakarta, Indonesia

Department: Titan

Job

Description:

Primary goals are to build sales by prospecting for new clients and generate income by nurturing existing customer relationships.

in charge of account service, acting as a liaison between the company and a select group of clients.

6. Position: Management Information System Manager Duration: Oct. 2011 – May 2012

Company: Excelta Trading Corp.

Company

Industry:

Manufacturing / Production

Location Don Antonio Valley, Sucat, Paranaque City Country Philippines

Department: I.T. Department

Job

Description:

Provide support and maintenance to existing management information systems

(MIS)

Generate and distribute management reports in accurate and timely manner.

Develops MIS documentation to allow for smooth operations and easy system maintenance.

Provide recommendations to update current MIS to improve reporting efficiency and consistency.

Perform data analysis for generating reports on periodic basis.

Develop MIS system for customer management and internal communication.

Provide strong reporting and analytical information support to management ESCABILLAS,ROME GOMEZ.FILEDOC6/20/2018

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team.

Generate both periodic and ad hoc reports as needed.

Understand customer problems and provide appropriate technical solutions.

Analyze business information to identify process improvements for increasing business efficiency and effectiveness.

Participate in cross-functional meetings to resolve recurring customer issues.

Provide customer support and assistance in issue troubleshooting and resolution. 7. Position: I.T. Officer

Duration: Jan 2010 – Sept 2011

Company: LPC (Living Power Corp.)

Company

Industry:

Consumer Products / FMCG

Location Luzon Ave., Edsa, Quezon City

Country Philippines

Department: I.T.

Job

Description:

Design a Dba (database System)

Encode new members of the company

Able to help on the hardware systems

8. Position: Tech Support, (account DELL)

Duration: Oct 2008 - Jan. 2010

Company: SITEL (formerly Client Logic)

Company

Industry:

Call Center / IT-Enabled Services / BPO

Location Ortigas, Pasig City

Country Philippines

Department: DELL

Job

Description:

To provide premium quality telephone and e-mail support to the company's growing customer base.

Troubleshooting a user problem in a thoughtful and efficient way.

Identifying a problem with sometimes limited information from the user to start with.

Typical problems will include ADSL and dial-up connections, e-commerce hosting, e-mail, Web and FTP configuration.

Giving timely and accurate responses to enquiries

Completing work activity logs

Providing customer coaching in order to help the customer resolve problems themselves

EDUCATION

Highest Education Second Highest Education

Education Level: Bachelor's / College Degree High School Diploma Education Field: Science & Technology

Course: BS Information Technology

School/University: Information Technology Ramon Magsaysay High School Location: Ortigas, Pasig City Espana, Manila

Date: Jun 2004 - Oct 2008 Jun 1993 - May 1998

ESCABILLAS,ROME GOMEZ.FILEDOC6/20/2018

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LICENSES/CERTIFICATIONS

License/

Certification

License/

Certification

No. Date

1. DIRECTV

Certified

Technical

Support

122817AM Dec 28, 2016

2. Computer

Technician

Trainer

E08510-

B070105

Aug 11, 2007

SKILLS

Skill

Level of

Proficiency

Remarks

1 Customer

Service

4 -

Advanced

2 Training and

Development

4 -

Advanced

Conduct IT Training, and Fire Safety and Fire Drill TRAININGS/SEMINARS

Date Topic/Course Title

Feb 12, 2015- Mar 4,

2015

Samsung Technology Support (TV/Bluray/Camera)

Transcom

#167 Transcom Bldg. Edsa, Mandlauyong City

May 10, 2006- May 14,

2006

Hardware Tech

E3@Voice Technology

Fairview, Quezon City

LANGUAGES SPOKEN

Language

Proficiency

Level

(5=Excellent;

1=Poor)

1. English 4

2. Indonesian

Bahasa

3

3. Espanish 2

AVAILABLE DOCUMENTS

Passport

Number: EB7167516

Expiry Date: Jan 16, 2013

Place of Issue: DFA NCR EAST

Date of Issue: Jan 15 2018

NBI

Number: E21DRKE18RG164337

Expiry Date: March

16,2016

Type: NBI

SSS: 33-4761076-5

PAG-IBIG: 121*-****-****

PHILHEALTH: 19-200756209-4

TIN: 237-116-265-0000

ESCABILLAS,ROME GOMEZ.FILEDOC6/20/2018

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REFERENCES

Mark Magday

Team Leader

Transcom Edsa

Tel.No.: +63-921-***-****

Email: ac67zv@r.postjobfree.com

Relationship: Team Leader

Reymond Buico

Jun Mendez

Ptr. Rey Biluan

Senior Trainer

Transcom Edsa

Tel.No.: +63-917-***-****

Email: ac67zv@r.postjobfree.com

Relationship: Trainer

Team Leader

24/7 a.i. Customer Philippines

Mobile: +63-939-***-****

Email:

Relationship: Team Leader

CEO/ Owner

RVB ProLogic

Mobile: +63-956-***-****

Email:

Relationship: Friend



Contact this candidate