Customer Service Representative

ARISTOTLE MARK S. EUSTAQUIO

Block **, Lot *C, J. Laurel St, Phase 2,

Katarungan Village, Muntinlupa City, Metro Manila

Contact No.: 091*-***-****

E-Mail: ****.**********@*****.***

Personal Background

Age : 32 years old

Date of Birth : April 1, 1982

Place of Birth : Zamboanga City

Sex : Male

Marital Status : Married

Height : 5’5”

Weight : 98 kg

Qualifications

Experienced user for different Database programs (SAP, Citrix, Oracle, Siebel, Remedy, Peach Tree)

Experienced in administering Learning Management Systems (Saba Centra)

Manage clients’ workforce, payroll management and reports

Manage program software, solve customer problems

Computer literate (Microsoft Excel, Power Point, Microsoft Word, PC & MAC)

Hiring, training, scheduling and management of staff, managing supply inventory, and purchasing

Register students for courses, enforce department policies, and serve as a contact for students, faculty, and

staff.

PC Technical Know How (Reformatting and Troubleshooting PC’s)

Basic Networking Skills (LAN & WLAN)

Basic Graphic Software Skills (Corel Draw, Photoshop, Automated Computer Aid Design)

Excellent interpersonal and communication skills

Fluent in English both written and verbal

Hardworking and goal-oriented person

Could work under pressure

Adaptive to change

Work Experiences

HR Advisor (People Service Specialist, Australia Operations)

QBE (GSSC) Philippines

September 2013 – Present

Responsible for providing first level support including answering telephone calls, written enquiries, Handling of general

HR inquiry, payroll and minor tax calculations, data management, self-service accesses, policy interpretation, Human

Resource Management Information reporting and employee systems training for HR function in the GSSC (Group Shared

Service)

Manages QBE's learning management system (QBE Learn), Identify and meet Business Unit E-learning & management

reporting needs. Respond to Elearning related telephone and e-mail enquiries and provide support as necessary.

Regular reporting to National HR Team on current issues in e-learning and their impact to QBE.

Follow up support and contact with new employees.

Administer Employee Self Service (ESS) administration, training and support.

HR Administration – coordinate change of employee details, document preparation, ensure accurate data entry and data

integrity in the human resources information system to develop consistency to minimize risk and meet auditing

requirements.

Maintain HR files- Application of high level organizational skills to the role e.g. manage competing work priorities,

ensure filing and paperwork is up to date and organized and made accessible to other HR counter parts through EDMS

(Electronic Data Management System).

Creating contracts, extensions, and letter of variations for different types of employees, I.E. Permanent, Fixed Term, and

New Starter employees.

Processing of termination, redundancy, back payments and over payments.

Administer and coordinate benefit programs and processes to achieve departmental objectives and meet business needs

and customer expectations.

Facilitate consistent interpretation, application and execution of HR programs, policies and procedure by proper customer

service and be a reliable and trustworthy resource, monitoring and reacting to status reports and communicating regularly

with HRBPs, peers, managers and employees.

Coordinate with recruitment for new starters in creating profiles for HR, Payroll and Learning and Development Records.

Coordinate and assist with execution of people processes and programs by communicating, supporting technical needs,

monitoring implementation progress.

Senior Analyst (Major Accounts, U.S. Operations)

ADP Philippines

October 2011 – June 2013

Work with the client (business-to-business) and serve as a point of contact with clients’ payroll practitioners,

administrators and officers to analyze their needs and information to ensure appropriate system functionality and

expectations.

Manage the setup of the payroll, reporting, tax and billing systems, web portal administration, with timely, accurate

output. Setup clients Learning Management System (SABA CENTRA). Assist in generating various reports as per client’s

request. Train the client on the ADP systems and processes while supporting the client.

Collaborate with Implementation Team, Payroll Team, Human Resource and Benefits Team, Time and Labor

Management Team, and Resolutions Team, to provide in dept support for client’s needs

These actions are performed with highest levels of world-class service and senior analysts are expected to score 85% or

greater overall on quality surveys and productivity matching 4.5 completed conversions per week.

Enforce business policy and coordinate with managers for any new updates, processes or escalations.

Technical Customer Service Representative (Time Warner Cable Internet Service)

[24]7 Customer Philippines

March 2010 – October 2011

Customer service care

Troubleshooting customers internet connection problems

Transferring to the call to the right department

Making sure that customers internet connections are stable

Trouble shoot email concerns

Trouble shoot antivirus concerns

Reports to direct supervisor for any escalations

Technical Customer Service Representative (Toshiba America & Canada)

Teleperformance Philippines

August 2009 – February 2010 (7 months)Paranaque - Philippines

Customer service care

Troubleshooting customers computer problems

Transferring to the call to the right department

Making sure that equipment's are still in warranty to able to cater to their needs

Create dispatch for repair or replacement

Reports to direct supervisor for any escalations

Office Admin Staff

El Pueblo Realty Development & Management Corp.

May 2005 – February 2009

Hiring new personnel and orient/training

Payroll processing

Scheduling and management of staff

Managing supply inventory, and purchase orders

Building management and maintenance

Inspect the different company properties and making sure it is conducive for occupancy

In charge for advertising and marketing

Cater to clients needs

Process billing and payments

Process bank deposits

Setup meetings and appointments for the Vice-President of the company

Setup events/parties and recreational activities for the company

Desktop publishing – designing letterheads, calling cards and other media for the company

Coordinating with internal auditor for tax filing requests

Manage office contacts

Cater to site visitation/inspection for prospect client

Registrar Support Staff

Universidad de Zamboanga

December 2003 – April 2004

Register students for courses

Encode students profiles in database

Process Special Order Requests, Certifications, and Diploma requests

Enforce department policies

Serve as a contact for students, faculty, and staff

Serve as point of contact for the Commission on Higher Education (CHED)

MIS Technical Staff

Universidad de Zamboanga

April 2000 – November 2003

Making sure information technology are well maintained

Configure devices and office equipment for desired job

Troubleshoot devices when requested from the different departments

Manage program software for the different departments

Manage inventory and list of different equipments assigned to different departments and personnel

Educational Background

Level School Attended Year Graduated

College Universidad de Zamboanga 2008

BS Commerce Major in Management

Secondary Universidad de Zamboanga THS 2000

Gunderson High School

(San Jose CA, USA) 9th Grade 1997

Middle Steinbeck Middle School

(San Jose CA, USA) 8th Grade 1996

Primary Immaculate Conception

Elementary School (ICES) 1995

Trainings & Seminars Attended

Career Service Professional Eligibility – October 21, 2012

Communication Skills & Personality Enhancement

Budgeting & Financial Planning

Executive Course for School Administration (Management, Operational, & Financial Challenges for School

Administrators and Appropriate Coping Strategies)

The Family Constitution: The Answer to Family Feuds

Succession Planning: The Final Test of Greatness

SIS Trained (Strategic Interaction Skills) (ADP)

Trained on following ADP Services: Work Force Now Portal Administration,

Netsecure Security Administration, ADP Custom Reporting, ADP ReportSmith,

Trouble Shooting Payexpert, PC/Payroll for Windows, and Support Center.

References

Benjamin “Jon” Tanpoco Manilo Japson

Service Manager Senior Analyst

QBE GSSC Philippines ADP Philippines

20th Floor Netcube Bldg., 30th Street Cor. 3rd Ave. Glorietta 2 Business Center

Bonifacio Global City, Taguig City Ayala Avenue, Makati City

Tel: +63-917-***-**** Tel: +63-933-***-****

Rico Sabino

Manager Jefferson Meneses

ADP Philippines Systems Operation Team Lead

Glorietta 2 Business Center, Ayala Ave. IBM Solutions Delivery Inc.

Makati City Pasong Tamo, Makati City

Tel: +63-917-***-**** Tel: +63-923-***-****

Contact this candidate