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Customer Service Sales

Riyadh, Riyadh, Saudi Arabia
November 25, 2018

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Antonio Gonzales Bugtong Jr

Location: Riyadh, Kingdom of Saudi Arabia

CP Number: +966-**-***-****

Email Address:

Passport Number: EC6391905 DFA, Manila


A highly organized and detail- oriented Executive Assistant of experience in providing thorough and skillful administrative and secretarial support to senior executives.

Exceptional PR skills combined with excellent communication skills in English both written and oral.

Graduated Computer System Design and Programming

Acceptable leadership and management skills and works in a collaborative management.

Works efficiently and effectively with minimal supervision and exude acceptable work ethics.

Dedicated and focused; able to prioritize and complete multiple tasks and follow through to achieve project goals.

Computer Literate in Microsoft Word, Excel and Power Point. EDUCATIONAL BACKGROUND

Computer System Design and Programming

AMA Computer Learning

Munoz Quezon City Philippines


Executive Secretary December 2017-Present

Fursan Travel and Tourism Company LLC

Fursan Travel, Fursan Building, Anas Ibn Malik Road Al Malqa Riyadh 11594 Saudi Arabia Job Description:

Organizing and Prioritizing CEO’s meeting appointments, Schedules and organize meetings involving Top management. Managing the calendar, scheduling Appointments and meetings.

Coordinating with the Deputy CEO regarding visitors, ensuring proper welcoming and hospitality arrangements.

Co-ordinate meetings by arranging boardrooms, preparing agenda & support materials, and prepares and doing the minutes of Internal and External meetings of the CEO, Board members and C levels (Board, Executive, Business Development, Collections, Audit, Performance and Divisional Meetings.

Distributes meeting minutes as well as Monitoring and Follow Up of the Action items related to the meeting agenda and maintaining all correspondence; filing and following-up on pending issues.

Reminders and Notification for the CEO’s tasks and assignments filing of office documents and records; receiving and controlling required stationary.

Blocking and Scheduling of the Conference Room daily and/or weekly priorities in line with the related activities for Internal and External Meetings.



PMO support for Internal Communications, Assistance, ensuring proper travel arrangements expenses, arranging complex and detailed travel plans and itineraries; and compiling documents for travel-related meetings.

Develops, implements, and maintains filing archiving system Documentation of Business Files, Board Pack Templates and compilation of other highly confidential related documents.

Drafts or prepares correspondence including proof reading for accuracy and correctness. Prepares special reports by gathering, summarizing, and analyzing data.

Reading and routing incoming mail, answering and screening telephone calls, and arranging conference calls.

Independently researches and provides background material from a variety of sources to as part of advance planning for key meetings.

Review incoming and outgoing correspondence and action points directed to the CEO, and bring significant items to his attention.

Coordinates with relevant department heads on the preparation of periodical reports to keep CEO informed about the progress of business initiatives.

Business Development Coordinator (Government) July 2016 - Present Fursan Travel and Tourism Company LLC

Fursan Travel, Fursan Building, Anas Ibn Malik Road Al Malqa Riyadh 11594 Saudi Arabia Job Description:

Assisting with the preparation of presentations and reports to potential and current clients. Setting up guidelines and measurement to attain employee and client satisfaction.

Assisting with the coordination of proposals; background research and proposals; outline and calendar; development of proposal components; and preparation of compliance items

Managing business development processes.

Assisting with development proposals and RFP responses.

Coordinating and scheduling appointments, coordinating travel arrangements, preparing expense reimbursements, preparing correspondence and organizing contacts lists.

Assisting the management of Experience Manager database, client lists and other database needs as necessary;

Handle confidential and non-routine information

Work independently and/ or with a team of special and nonrecurring and ongoing projects at the request of the BDD, which may include planning and coordinating, disseminating information and organizing activities

Work with sales teams and clients to develop effective operational plans and bids.

Generate new clients or new sales leads for their company and to maintain good relationships with existing clients.

To support the Business Development Managers (and their teams) in drafting and finalizing submissions, presentations, etc.

To monitor Business Development performance and produce reports as required

To attend departmental and other meetings, representing the Business Development Team

To run the Business Development Calendar: to schedule and track key project dates in conjunction with

Business Development Managers

To assist Business Development Managers with the project management/coordination of submissions, presentations, etc. In particular with the setting-up of meetings and ensuring contributors deliver to schedule

Maintain customer confidentiality in accordance with our data protection policy and procedure CURRICULUM VITAE


Team Leader-QA & Training Sept 2014 – July 2016

Fursan Travel and Tourism Company LLC

P. O Box 58458 Riyadh 11594, Fursan Plaza Bldg. King Fahad Road Olaya District Kingdom of Saudi Arabia Job Description:

Monitoring the calls of the staff on a daily basis

Doing statistical report by daily, monthly, quarterly and yearly basis.

Consolidate Client Complain and solving the problem

Encoding the confirmed hotel bookings and tours packages

Preparing for the Staff call productivity.

Preparing the Profitability on a daily basis

To include data input to Clients’ programs and other back office tasks.

Processing their access through request.

Serve as a trainer for customer service basics

Tours & Reservation Specialist February 2012– August 2014 Fursan Travel and Tourism Company LLC

P. O Box 58458 Riyadh 11594, Fursan Plaza Bldg. King Fahad Road Olaya District Kingdom of Saudi Arabia Job Description:

Exceed Resident and Guest expectations of Tours quality and services.

Set up regular meetings with Residents to discuss the Tour program

Creation of know before you go in advance of region

Create innovative ideas to promote tours

Interact with Residents and Guests to market and sell tour options.

Ensure tours are organized and dispatched on time.

Prepare and conduct tour/port briefings, in conjunction with the Enrichment Department.

To provide assistance with customers who need assistance or having problem with their hotel / reservations and achieve customer satisfaction.

To offer full range of customer service to assigned Employer’s Clients, by phone, fax, or mail/e-mail. Full range of customer service includes handling of incoming calls. The offered customer service should be of highest quality - accurate, polite, and competent.

Customer Service Representative November 2011– February 2012 TELUS International Philippines

Cubao Quezon, City Philippines

Job Description:

Handling phone inquiries of their debit card balances.

Using excellent customer service skills establishes and maintains effective working relationships with other employees, officials, and all members of the general public.

Receives and responds to complaints from customer.

Promotes positive customer service relations.



Quality Assurance Specialist September 2007– February 2011 Keywest Data Network Inc

Makati, City Philippines

Job Description:

Listening to the sales call of the agents

Do a coaching session to the agents.

Preparing the trending report and sales summary every month.

Discuss the QA guidelines to the aspirant agents

Handling call simulations to the aspirant agents

Preparing the Audit sales of the agents

Encoding the submitted sales of the agent to the system

Processing the sales of the agents..

To provide feedback and motivate the customer service representative on how they can handle the call with a customer in order for them to achieve customer satisfaction.

Responsible for auditing quality and providing feedback to Supervisors and Trainers

Achieves daily, weekly and monthly quality monitor goals for email/call/order in accordance with account specified goals

Provide performance feedback and input to all monitored calls to increase service quality – Real time discussion

Serves as point of contact for all quality issues and questions

Prepares QA/CSAT reports and interacts with operations and support groups regarding quality improvements.

Ensures adherence to client standards and recommends/develops actions plans/process improvements, if necessary to contain and correct quality problems.

Schedules, coordinates and facilitates call calibration sessions together with the Program Supervisors and/or Client.

Ensure quality of work to the satisfaction of customer (internal/external).

Assesses and discusses problems relating to yield quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provide process improvements to address these concerns.

Delivers reports on time as requested by management

Plays a lead role in the QA team for the program

Consistently demonstrates sound judgments.

Hotel Reservation and Frontline Officer September 2007– February 2011 Magellan World Travel Inc

Manila Philippines

Job Description:

Responsible in Hotel Reservation around the world

Answering phone inquiries regarding the tour packages and hotels.

Coordinating to hotel reservation regarding the availability of the rooms

Encoding the sales report per agents




2017 Fursan Best Employee (Business Development Dept.) Fursan Travel and Tourism, Riyadh, KSA

2014 Austrian Certified Travel Specialist Certificate Australian National Tourist Office

2013 Austrian Certified Travel Specialist Certificate Australian National Tourist Office

2012 Destination and Product Knowledge (Austria)

Novotel Hotel, Riyadh KSA

2012 Amadeus Training

Fursan Travel and Tourism Riyadh, KSA

2012 Sabre Training

Fursan Travel and Tourism Riyadh, KSA

2011 Quality Assurance 101

Keywest Data Network Inc. Makati, City Philippines 2010 Best in Quality Assurance

Keywest Data Network Inc. Makati, City Philippines 2010 Best in Quality Assurance

Keywest Data Network Inc. Makati, City Philippines 2006 Basic Structured Cabling and Networking

AMA Computer Learning Center Munoz Quezon, City Philippines 2006 Web Page Design

AMA Computer Learning Center Munoz Quezon, City Philippines 2006 The Art and Value of Filipino Entrepreneurship AMA Computer Learning Center Munoz Quezon, City Philippines 2005 On Job Training-Certificates

PLDT Munoz Quezon, City Philippines

2004 Philippine Youth Congress in IT

UP Diliman Quezon, City Philippines

2002 Leadership Awardees

Our Lady of Carmel School, Philippines

2001 Personality Awardees

Our Lady of Carmel School, Philippines

2000 Valedictorian

Talisay Elementary School, PhilippinesSales Center & Operations Training CURRICULUM VITAE



Date of Birth: September 27, 1987

Place of Birth: Calatagan Batangas

Civil Status: Single

Nationality: Filipino

Height: 5’6’

Language: English, Filipino

I hereby certify that the above- mentioned information is true and correct to the best of my knowledge and beliefs.



Contact this candidate