Customer Care Manager
Resume:
de Guzman, Jay-ar Santiago
Bldg No. **, Zone **, Street No. 930, Old Al Ghanim, Doha, Qatar
Email add: *****************@*****.***
Mobile No.: +974-****-****
A career in the field of Information Technology where my knowledge and skills can be utilize and developed. Also, be able to contribute in the development and growth of the company I will be employed in.
EDUCATIONAL BACKGROUND
Computer Science in Information Technology 2006
Bachelor of Science in Information Technology 2008
College for Research and Technology
Beedle St., Pardre Burgos, Cabanatuan City
KEY SKILLS
Expertise in Computer graphics (Photoshop, Flash, SwishMax).
Well skilled in Computer networking, PC assemble/disassemble, and Program installing.
Proficient in PC Operation and Data Encoding (Microsoft Office, Open Office, and Other Search Engines).
Able to adopt to any changes and continuous development.
Positive thinker, committed, and with integrity towards work.
Customer oriented and responsible.
Team-based, trusted, reliable and always willing to go above and beyond to provide excellent service.
PROFESSIONAL EXPERIENCE
Customer Care Executive at Unimoni Exchange - Qatar (June 19, 2014 – February 10, 2019)
Regency Business Center – 3, Grand Hamad St., Doha, Qatar
Entertain all incoming calls and emails for inquiries and answer accurately manner.
Identify and assess customers’ needs to achieve satisfaction; build relationships of trust through open and interactive communication; provide accurate, valid and complete information by using the right methods/tools.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Ensure all calls and emails inquiries are addressed.
Ensure proper updating of customer documents for reporting and future reference.
All remittance transaction issues are carefully studied for the cause and reason, escalation to concern team at the earliest for follow up and resolution, inform respective customer for their awareness.
Conduct a survey for those customers who used the service and getting their feedback and suggestions.
Support Online Money Transfer service for all customer’s concerns and enquiries.
Conducting a mystery shopper and mystery calls to all branch offices to ensure the best quality of services are provided to the common customers.
Preparing a reports for all related remittance transaction and related customer concerns and inquiries, accurately encoded in their proper and respective document report, submit to the reporting personnel at the earliest as possible.
Customer Associate at LBC Express Inc. (May 15, 2010 – September 18, 2013)
Maharlika Highway, San Jose City, Nueva Ecija
Input document data into the standard registers ensuring that the information is accurate and up to date.
Generate the various document control reports as required.
Maintain the files and control logs as required.
Perform all data entry related tasks including sorting, proofing, updating, mailing and storing.
Maintain data files accurately.
Perform administrative duties such as operating office equipment or data filing as required.
Enter and update files into Excel spreadsheets. Process and resolve data inquiries by searching and reviewing the databases.
Update data in appropriate databases in accurate and timely manner so as to avoid backlogging.
Establish data naming standards and consistent data definitions to improve overall data quality.
Maintain updated records of all approved documents and their distribution clearly.
Coordinates with Team Leader, Co-associates, and customers; and ensure optimal level of customer care services and maintain customer satisfaction.
Monitor and resolve all customer issues efficiently and ensure customer retention to organization.
Gives appropriate reports to the main branch clearly and accurately.
IT Trainor at System Technology Institute (June 22, 2009 – October 31, 2009)
A.O. Pascual Cor. Rizal St., San Jose City, Nueva Ecija
Providing academic units and students with accurate course descriptions in a timely fashion.
Teach classes as assigned and scheduled by the administration, following the current approved course outlines and utilizing the current approved texts for each course taught.
Prepare and submit materials directly related to the subject teaching and other assignments as called for by the administration
Give final examinations as announced in the published examination schedule.
Keep accurate records on attendance and grades and submit, on time, attendance reports, grade reports, and other records required by the various administrative offices.
Maintain prudent and reasonable supervision of students at all times while in charge of a class, laboratory, or authorized college activity.
Attend faculty meetings, division meetings, and other meetings called by authorized personnel.
IT Instructor at College for Research and Technology (June 2008 – March 2009)
Parairo Street, Saranay District, Guimba, Nueva Ecija
Maintain and manage the order and cleanliness of the Computer Laboratory, and giving the right needs and wants of the laboratory.
Provides competency testing for typing and other clerical skills testing, and for proficiency in using various software packages; prepares certificates of competency.
Introduce and demonstrate new software programs or websites, and monitor students’ computer usage during class time.
Contributes to programs, activities and services that prepare students for success.
Demonstrate effective teaching skills and conduct tutorial sessions as needed and assess student achievement and ensure accuracy of all student records.
Exercise proper care in the use of instructional equipment and in observing security precautions for the protection of such equipment.
Meet classes at the scheduled times, prepare for all class sessions, and to start and end classes at the scheduled times.
CERTIFICATIONS
SEMINARS
SAITE 2008
“Synergy for Academic Innovation on Information Technology Education”
SM Cinema 1, SM City – Pampanga, CSFP
January 25, 2008
Web Engineering using Macromedia Applications
College for Research and Technology, Cabanatuan City
October 11, 2007
Student Conference on Information Technology Education
“Strengthening Camaraderie through Information Technology Education”
Bataan Heroes Memorial College, Balanga City, Bataan
August 24, 2007
Animation using Macromedia Flash MX, SWFX, and Swish 2.0 Application
College for Research and Technology, Cabanatuan City
October 1, 2005
Making a Leap into an Innovation Network Technology
College for Research and Technology, Cabanatuan City
September 10, 2005
CERTIFICATE
Tesda
National Certificate II (NCII) in PC Operations
TRAININGS
LBC EXPRESS INC.
Bayad Center / Re-Branding Cascade – Cabanatuan City, Nueva Ecija (September 2013)
Total Customer Experience Workshop – Cabanatuan City, Nueva Ecija (August 2012)
GRT Products Cascade – Cabanatuan City, Nueva Ecija (May 2012)
LBC Orientation Program – Cabanatuan City, Nueva Ecija (February 2011)
LBC Employee’s Training and Workshop – Laguna (August 2010)
PERSONAL DETAILS
Age: 34
Gender: Male
Height: 5’6”
Weight: 79 kg.
Date of Birth: 30 May 1984
Place of Birth: Cabanatuan City, Nueva Ecija, Philippines
Civil Status: Single
Language: English and Tagalog
REFERENCES
Mr. Noel Eddie Bautista
Customer Associate
LBC Express Inc.
Maharlika Highway, San Jose City Nueva Ecija
Ms. Karen B. Romualdo
Instructor
System Technology Institute
A.O. Pascual Cor. Rizal St., San Jose City Nueva Ecija
+63-44-940-**** / 511-1753
Ms. Anjaly Radhamony
Manager - Customer Care
Unimoni Exchange – Qatar
Regency Business Center – 3, Grand Hamad St., Doha, Qatar
+974-******** / 30216884
Mr. Nithin Haridas
Manager - Human Resources & Admin
Unimoni Exchange – Qatar
Regency Business Center – 3, Grand Hamad St., Doha, Qatar
+974-******** / 33848478
Contact this candidate