Customer Service Representative
Resume:
Dan Michael G. Dylanco, R.N.
#** ***** ******* **., ** Resort Village,
Las Pinas City
***********@*****.***
Vision:
To uphold the impeccable standards of the company through the provision of
efficient and quality customer service to clients of varying backgrounds.
Keys of Success:
. Integrity & Ethics
. Leadership
. Teamwork
. Training
. Communication
. Continuous Improvement
CAREER OBJECTIVE
To acquaint and garner necessary insight in the growing call center
industry, to attain professional experience and to challenge myself for
personal and professional improvement in the mentioned career path.
PERSONAL INFORMATION
Nationality: Filipino
Birth date: January 9, 1988
Age: 26 years old
Gender: Male
Language: English, Tagalog
Marital Status: Single
Religion: Roman Catholic
WORK EXPERIENCE
Quality Evaluator
Jan. 2013 - June 2014
Convergys Service Phils., Northgate Cyberzone, Alabang, Muntinlupa City
Responsibilities:
. Provided valuable Quality Feedback and Performance for multiple Lines
of Businesses (ie. Dealer Support, Telesales, Webchat, Mobile Customer
Service, Critical Care Group, Mobile Broadband).
. Evaluated the agent's call handling skills based on the companies'
Quality Standards and Core Competencies.
. Identified influential behavioral trends which may have a significant
impact towards the agent's capacity in delivering outstanding customer
experience.
. Facilitated weekly calibration sessions to enhance the team's
competency in evaluating calls and identifying major areas for
improvement.
. Coordinated with other departments (ie. Operations Managers, Partner
in Performance Managers etc.) to create effective action plans which
would yield better customer feedback and improve customer experience.
. Conducted Quality Talks and Refreshers to orient upcoming agents on
the companies' Quality Standards and to remind existing
representatives of key areas for improvement.
. Provided Quality perspective and assistance on initiatives spearheaded
by the Operations Team.
. Created Slide Presentations on the major behavioral trends and action
plans that need to be implemented.
. Provided appropriate coaching on Quality Outliers and applicants who
are interested in the Quality Evaluator Post.
Customer Complaints / Escalations Specialist
Nov. 2012 - Dec. 2012
Convergys Service Phils., Northgate Cyberzone, Alabang, Muntinlupa City
Responsibilities:
. Dealt with a variety of customer complaints thru sound judgement and
appropriate coordination with other departments.
. Interviewed qualified applicants vying for the Subject Matter Expert
post.
Subject Matter Expert
Sept. 2012 - Nov. 2012
Convergys Service Phils., Northgate Cyberzone, Alabang, Muntinlupa City
Responsibilities:
. Assisted newly trained Customer Service Representatives transition
towards handling Australian customers of a Telecommunications Company
in the production area.
. Facilitated periodic lectures and discussions which enhanced the
agent's competencies in product knowledge and systems navigation.
. Provided appropriate feedback on the agent's performance in relation
to call handling skills and their capacity to provision outstanding
customer experience.
. Performed deepdive evaluation on selected NPS detractor calls to
identify key areas for improvement the agent can enhance on.
. Created Slide Presentations which aimed to enhance the agent's call
handling skills and improve their over-all NPS performance.
. Provided tailor-fit resolutions to escalated concerns should a
customer wish to coordinate with a supervisor.
Customer Service Representative
Aug. 2011 - Sept. 2012
Convergys Service Phils., Northgate Cyberzone, Alabang, Muntinlupa City
Responsibilities:
. Handled clients of an Australian Telecommunications Company with their
prepaid service queries, specifically related to billing, account
maintenance and service related concerns.
. Coordinated with other departments towards finding the best possible
resolution to the customer's inquiry.
. Double-jacked with my colleagues on a periodical basis, evaluating
their customer interaction skills and assessing their capabilities to
uphold the company's quality standards.
. Attended quality calibration meetings with my supervisor, assessing
pre-recorded calls and developing ways to improve the provision of
customer experience to our clients.
. Conducted weekly coaching sessions with my colleagues, identifying
areas for improvement and devising methods of improving certain
metrics.
. Discussed product-related topics during team meetings to enhance
quality standards in service provision.
Medical Surgical Unit Staff Nurse
Dec. 2009 - April 2011
Makati Medical Center, Makati City
Responsibilities:
. Handled patients from the young adult to the elderly age group
afflicted with a wide range of illnesses including cardiac, pulmonary,
endocrine, neurologic and psychiatric abnormalities with special
mechanisms and contraptions such as tracheostomy tubes, Jackson-Pratt
drains, foley catheters and mechanical ventilators.
. Performed routine bedside nursing care encompassing vital signs
monitoring, daily spongebaths, feeding via N.G.T/P.E.G. tubes,
suctioning of tracheal secretions, daily wound care for patients with
stage II-IV bedsores and constant monitoring of bedside contraptions
such as infusion pumps, P.C.A. pumps and mechanical ventilators.
. Provisioned effective nursing care to pre-operative and post-operative
patients with medical cases ranging from a simple hemorrhoidectomy to
as complex as coronary artery bypass grafts utilizing promotive health
education towards a faster and favorable recovery.
. Assisted in preparing patients for certain diagnostic procedures such
as C.T. scans, E.E.G., and ultrasounds.
. Facilitated necessary preparations for certain laboratory examinations
such as Spec M, Lipid profile and PSA.
. Transferred patients to specialized diagnostic and specialty centers
including the heart station, intensive care unit, telemetry unit and
the kidney unit.
. Assisted in invasive bedside procedures including central line
insertions and lumbar taps.
. Carried out the transfusion of specific blood products such as packed
red blood cells and platelet concentrates.
. Followed up nursing students as well as probationary nurses in
providing patient care as part of the institution's goal to be a world-
renowned training hospital.
Related Learning Experience Trainee
Makati Medical Center, Makati City
Responsibilities:
. Handled a wide variety of cases particularly in the Emergency
Department, Neuropsychiatric Ward, Male/Female Ward, Pediatrics Ward,
Medical/Surgical Ward, Operating Room, Delivery Room and Nursery
Department encompassing the multifaceted aspects of nursing care in
delivering quality service to all clients.
. Performed basic nursing procedures such as morning care, vital signs
monitoring, changing of intravenous fluids, administration of oral
medications, basic charting methods and admission of new clients.
. Assisted in the performance of the daily duties of a charge nurse
through the careful monitoring of every patient's condition, inventory
of medical stocks and supplies, staff nurse supervision, Kardex
monitoring and maintenance of an open and harmonious communication
system with every member of the healthcare team within the prescribed
shift
EDUCATIONAL BACKGROUND
March 2001: San Beda College Alabang, Alabang Hills, Muntinlupa City
Elementary Diploma
March 2005: San Beda College Alabang, Alabang Hills, Muntinlupa City
High School Diploma
April 2007: Remedios Trinidad Romualdez Memorial Schools-Makati Medical
Center, Makati City
Associate in Health Science Education Degree
April 2009: Remedios Trinidad Romualdez Memorial Schools-Makati Medical
Center, Makati City
Bachelor of Science in Nursing Degree
REFERENCES
References available upon request.
Contact this candidate