Customer Service Representative
Resume:
RAMIL A. ARROYO
*** ******** ***. *. ***** ST.
MANDALUYONG CITY, PHILIPPINES 1501
Mobile Phone: 0917 - 694 - 7857 / 0928 - 739 - 2193
Email Address: *****.******@*****.***
QUALIFICATIONS:
Computer Literate (MS Word, Excel and PowerPoint)
Creative and Organized
Good Communication Skills
Analytical / Resourceful / Proactive / Interpersonal
eWFM / CMS / Avaya IQ / RTA / Citrix / IEX / EA
JOB EXPERIENCE:
Aug. 1, 2009 to PRESENT: Sykes Asia Inc.
Job Title: Real Time Analyst Level 2
Job Description: Responsible for the maintenance of service levels
and the real-time and advanced coordination
of all phone and non-phone activity. Act as
the central point of contact for all schedule
exceptions and time off requests. Serve as a
resource regarding the reporting of call
center efficiencies, team and individual
statistical analysis, and process
improvement. Assists management in the
implementation of action plans and
initiatives that pertain to real-time
management. Monitors ACD queue statistics and
contact traffic, deploying staff as needed.
Apr. 9, 2008 to Jul. 30 2009: Sykes Asia Inc.
Job Title: Customer Service Team Leader - Voice
Support
Job Description: Provides second line customer service and sales
escalation support through telephone. To
ensure that the team is performing at a
desired level and standard.
Update the team with the team stats;
disseminate new information to the team.
Develop newly hired agents as well as improve
tenured agents in production.
Jan. 12, 2004 to Apr. 8, 2008: Sykes Asia Inc.
Job Title: Customer Service Representative
Job Description: Provides first line customer service through
phone. Accept inbound/outbound calls.
Aug. 23, 2003 to Dec. 15, 2003: HelloCorp. Inc.
Job Title: Customer Service Representative
Job Description: Provides first line customer service
representative through chat.
TRAININGS ATTENDED:
October 18 - 19, 2010 SYKES ASIA INCORPORATED
1:00PM - 10:00PM Get Your Point Across: A Presentation Skills
Workshop for Managers
Overview/Description Introduction to basic principles and
techniques in preparing and delivering a
presentation. (A) Determine the purpose of the
presentation, (b) structure and organize the
presentation content, and (c) deliver the
presentation effectively.
September 16, 2008 SYKES ASIA INCORPORATED
1:00PM to 10:00PM Management Training Program: Time
Management & Performance Readiness
Overview/Description Based on Stephen Covey's Time Management
Matrix in his book, The 7 Habits of Highly
Effective People, this module discusses the basic
concepts of urgency and importance in Time
Management.
July 9, 2008 SYKES ASIA INCORPORATED
1:00PM to 10:00PM Fast Start Management Training
Overview/Description This tackles the essentials of call-center
management. Newly promoted operations officers are
exposed to management and leadership concepts in
the context of key customer management center
metrics. These concepts are expected to be applied
in the operations through effective coaching. The
Major sections of the program are as follows:
I. Introduction to Leadership
II. Coaching
III. Fundamentals of Performance Management
June 11 to 13, 2008 SYKES ASIA INCORPORATED
1:00PM to 10:00PM Management Training Program:
Fundamentals of Leadership
Overview/Description This orientation aims to create a highly
effective organization by establishing a common
language between leaders and performers.
August 2003 HELLO CORP INCORPORATED
Accentuation Training
EDUCATION:
TERTIARY
CENTRO ESCOLCAR UNIVERSITY B.S. COMMERCE major in Banking &
Finance
JUNE 2000 to MARCH 2003 Mendiola, Manila
SECONDARY
DON BOSCO TECHNICAL COLLEGE BASIC EDUCATION DEPARTMENT
JUNE 1996 to MARCH 2000 Gen. Kalentong, Mandaluyong City
PRIMARY
DON BOSCO TECHNICAL COLLEGE BASIC EDUCATION DEPARTMENT
JUNE 1990 to MARCH 1996 Gen. Kalentong, Mandaluyong City
PERSONAL INFORMATION:
Date of birth: May 12, 1983
Gender: Male
Height: 5'10"
Weight: 130lbs.
Status: Single
Religion: Roman Catholic
Nationality: Filipino
Language Spoken: English & Filipino
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