Customer Service Manager
Resume:
AR - J MORI GUEVARRA
A + *** - Abad Santos St. Sta Lucia Novaliches, Faiview
Quezon City
C +
E +
***********@*****.***
JOB OBJECTIVES [pic]
To obtain a position where I can
maximize my multilayer management skills, quality assurance education,
program
d
development, training experience, and customer service successful track
record.
. Accomplished Customer Service/Technical Support
Profession
. Worked as a Supervisor/ Team Lead/ direct AHT &
Quality point of contact [POC] with daily operations
which include monitoring, coaching and coverage as
projects requires.
. Exceptional, interpersonal communication and multi-
tasking skills. Can actively pursue a team
environment focusing on the project's high
quality standards and high performance goals.
. Experienced in meeting and monitoring goals
completing related reports.
. Can provide effective feedback, education, coaching
and action plans.
. Exposed in team leadership with a flexible and
dedicated work ethics. can provide positive,
consistent, fair and
committed leadership.
. Knowledgeable with occupancy, productivity & service
level effect to the BPO business.
. Conducted classes for University students about BPO
programs.
. Has English online teaching background to foreigners
[Chinese]
Relevant experience includes:
VIRTUAL ASSISTANT WORK EXPERIENCE [pic]
Detailed VA and Call Center Skills [pic]
Call Center Management Skills
Virtual Assistant skills Computer /
Microsoft office application skills
Leadership
Data Entry
Word
Customer Service
Appointment setting, telemarketing - cold calling Excel
Chat support
Lead Generation / Real Estate Lead Scripts Power
point
Online Teaching
Craigslist Ads posting
Phone and email management
Internet research
Transcription
Photo Editing
MLS /MRIS information Entry
Video Editing (Adobe Premiere)
Social Media Management - Real Estate
Transaction Coordination
Social Media and Internet Marketting
Coolpixels - Telemarketer / PlanetTel
51talk Chinese Online English School
[Feb2013 - Jan2014] - Online English Tutor
ODESK Projects
OFFICE / WORK EXPERIENCE [pic]
Convergys, Glorietta5 site
Glorietta, Ayala Avenue / UP
Technohub site [April 2010 - current]
Team Leader
AHT point of contact
. Work with functional managers and the team to
obtain necessary AHT goal and action plan to
support the team's and the client's goal.
. Responsible in providing root causes,
measurements, reports and updates with the
sites running and MTD handling time.
. Customer service / Chat support / outbound
calling to COMCAST customer's offering
products.
MANILA CENTRAL UNIVERSITY
BPO 101 TRAINER
Monumento, Quezon City
WNS PHILIPPINES
TEAM MANAGER [TRANSUNION
INTERACTIVE]
9th Floor 1880 Building
Managed agents on a financial
account providing US customers
EastWood Libis Quezon City
with the credit standing detail and
financial transaction.
July 2009 - January 2010
TELEPERFORMANCE MANILA
SUPERVISOR [NETSPEND & ADOBE ACCOUNT]
managed a team
SUCAT, PARANAQUE SITE
of call center agents handling a
debit financial service in the
SDC IT BLDG. Santana Grove
US for billing, FAQs and account
financial inquiry. The account
Paranaque, City
mainly deals with debit card
financial transactions for unbanked
July 2009
and self bank customers
.
[pic]
TELEPERFORMANCE MANILA
SUPERVISOR [SPRINT together with NEXTEL
ACCCOUNT]
EDSA CENTRAL SITE
Managed a total of 20 call center
agent for a communication
4/fl Octagon Building, San Miguel Ave,
provider in the US. Handling phone
troubleshooting, plans,
November 2007
sign ups, account information,
orders and billing questions.
TELEPERFORMANCE MANILA
CSAT TEAM LEAD [SPRINT ACCOUNT]
EDSA CENTRAL, EDSA Shaw Boulevard
Customer satisfaction records update,
Monitoring and coaching
May 2007 - August 2007
for CSAT statistics.
TELEPERFORMANCE MANILA
SUBJECT MATTER EXPERT SME [SPRINT ACCOUNT]
EDSA CENTRAL, EDSA Shaw Boulevard
coaching, Educating and taking deescalated
calls. Knowledgeable
. December 2006 - May 2007
with sprint account and system
troubleshooting and product protocol
TELEPERFORMANCE MANILA
CALL CENTER REPRESENTATIVE
EDSA CENTRAL, EDSA Shaw Boulevard
May 2004 - October 2006
[pic]
WEB PHILLIPINES
SYTEM DEPARTMENT
Balintawak Quezon City
Responsible with system update,
networking and documentation.
November 2003 - May 2004
exposed with basic web hosting
update s.u.
[kasal.com. / trabaho.com]
THE FRENCH BAKER INCORPORATED
Manager Trainee
SM City North EDSA
North EDSA Quezon City
November 2003 - April 2004
AC BANAL ENTERPRISES
Sales Representative
18 Milagrosa St. Bagong Barrio
EDUCATIONAL BACKGROUND [pic]
SEMINARS ATTENDED [pic]
[2000-2004] MANILA CENTRAL UNIVERSITY WNS
Coaching process [ WNS ]
PC Trouble Shooting [
Columbia Technologies Inc. - RCBC ]
Bachelor of Science in Information
Technology Wireless LAN [Columbia Technologies Inc. - MCU AVR Room]
Major in Information Technology JAVA Macromedia MX
[Informatics - Green \hills, San Juan]
Wireless Internet [MCU - Internet Laboratory]
[1999-2000] AMA COMPUTER COLLEGE Adobe Photoshop Ver. . . .7 [ MCU -
Computer Laboratory ]
SUPERVISOR LEADERSHIP TRAINING [TP MANILA]
[1995-1999] CHILDREN OF MARY IMMACULATE SUPERVISOR ROOT
CAUSE ANALYSIS TRAINING [TP MANILA]
COLLEGE
PUBLIC SPEAKING IN A CALL CENTER INDUSTRY [TP
MANILA]
EFFECTIVE COACHING, WNS
American Accent Neutralization
Training - TELEPERFORMANCE
Australian Culture Training -
TELEPERFORMANCE
Technical Writing - Manila Central
University
CONVERGYS Philippines Team
leader training process
COMPUTER KNOWLEDGE [pic]
Knowledge in computer Hardware / Software:
. Networking
. Hardware / Software Trouble Shooting
. Software Installation
Knowledge in computer programming such as:
. Visual Basic 6
. Visual C++
. Visual FoxPro
. ADOBE
. Microsoft family application [Word, Excel, PowerPoint,
FrontPage, etc.]
PROGRAMS:
SPRINT TOGETHER WITH NEXTEL [CUSTOMER
CARE/TELECOMS]
NETSPEND [CUSTOMER CARE/FINANCIAL ACCOUNT]
ADOBE [CUSTOMER SERVICE/TECHNICAL ACCOUNT]
TRANSUNION INTERACTIVE [CUSTOMER
CARE/FINANCIAL ACCOUNT]
AT&T CREDITS AND COLLECTIONS [CUSTOMER
CARE/TELECOMS]
COMCAST CABLE -XFINITY [CUSTOMER CARE/Chat
support]
Additional personal Info [pic]
JULY 06, 1982
Single / Filipino Male
TELEPERFORMANCE EDSA EDSA CENTRAL SITE 828 6866
- Mrs. Shelly Yumul [CM ADOBE] +639*********
TELEPERFORMANCE PARANAQUE SITE 632 9000
- Mr. Edralin Adriano [AM ADOBE] +639*********
- Mr. Samuel Patrick Pineda
[GM NETSPEND] +639*********
Convergys Corporation, Philippines
- Mr. Toni Baltazar [Operations Manager]
[pic] Reference
TELEPERFORMANCE SUCAT SITE +639********* ] Ms. Shelly
Yumul [CM ADOBE]
CONVERGYS
GLORIETTA SITE +092******** -Mr. Toni Baltazar
[ OM AT&T]
Contact this candidate