Customer Service Management

BRIAN M. CABALQUINTO

B* L** Oasis Circle Palmgrove Village, Bgy. Buhay Na Tubig

Imus, Cavite Philippines

Home Phone Number: (046-***-****

Mobile Number: +63-905-***-****

Email Address: *****.***********@*****.*** / ************@****.***

Objective

To share my strong pr, management, sales and

marketing experience and education.

Personal Information

Age: 32 years old

Date of Birth: February 8, 1982

SSS Number: 33-7603428-6

TIN: 300-049-435

Professional experience

July 2011 to April 30, 2014

PR Officer / Marketing Belo

Medical Group

Communicate information between their company or

organization and the public, especially the media.

To monitor the opinions and needs of clients and

report these concerns to management.

Serve as media liaisons and answer questions and

arrange interviews with company executives and

employees.

Coordinate with staff during pre-production

(Billboard shoot etc.)

Guesting and appearances of Dr. Vicki Belo.

Handles Events and Sponsorships.

Maintaining a social media presence which includes

monitoring endorser's social media accounts and

asking them to promote Belo campaigns or

promotions.

Handles Celebrity Endorsement Contract / Agreement

May 2009 to January 2011

Account Manager Thomson Reuters

New Sales / Account Retention

(Publications/Magazine/Online Databases/Newswires)

Acquisition of new customers and new business from

existing customers for Reuters products through

campaigns utilizing outbound calls, email and other

channels. Sell products to financial markets, IT,

business owners and end-users.

This role is responsible for selling/retention IFR

publications, online databases and newswires.

October 2006 to July 8, 2008

Transition Lead

Handles New Hires for Nesting.

Handles Training Class for Nesting.

Train new hires for Product Specs, Account

Retention, Cross-Selling, Up-selling Basic Call

Flow, Call Management and Call Handling

Expectations

Monitor, Evaluate, and Coach new hires.

Liaise with Training Managers and Operations

Managers regarding new hires performance.

Continuously improve internal processes and

reports.

Creating new modules for Training.

Taking Supervisory Calls. (Escalations)

November 2005 to October 2006 Access Worldwide

Philippines, Inc.

Quality Development Specialist

Review FSR calls and emails.

Facilitate calibration meetings with Managers and

their teams for quality review consistency

Analyze and communicate quality scores, trends, and

opportunities to management through weekly updates

and one-on-one meetings

Special quality-related projects and initiatives

Attend FSR team meetings to facilitate discussions,

introduce new quality standards or updates,

facilitate FSR question and answer sessions

Proactively identify opportunities to improve the

customer experience and recommend improvement

initiatives. Ensure timely communication to

management of issues heard during call monitoring

which could negatively impact the customer to

facilitate service recovery.

Collaborate with Quality Team to identify

differences in performance between call centers,

teams, and/functions and identify opportunities for

improvements and best practices

Handles 15 to 30 reps

Taking in Supervisor Calls (Escalations)

Review Sales Call - Virginia Pilot

September 2004 to February 2005 ICT Group, Inc.

Licensed Information Consultant

Information consultant for Equifaxx Credit Bureau

in the U.S.

Repository of Public Information of each individual

in the U.S.

Handles, Process and disputes inaccurate

information of credit file for each individual in

the U. S.

June 2003 to February 2004 InfoNXX Philippines,

Inc.

Customer Service Representative

Handled calls for both US and UK Markets

Well trained for US Accent Neutralization and US

Government and Geography

Directory assistance for 411 (US Directory

Assistance) - Dobson, Sprint Wireless, Mutual

Farmers, NTI, Tele Pacific, etc.

Well trained for the UK Market, UK Accent, UK 101

and Geography

Directory Enquiries for The Number 118-118 and

118-811

Symposia, Trainings & Seminars Attended

May 29, 2012 - National Accreditation Board For

Hospital and Healthcare Procedure - Makati,

Philippines

May 24, 2012 - Occupational Health and Safety

Standard Training - Mr. Vincent Cruz -

Tek-Infovision - Makati, Philippines

September 29 - 30, 2011 - PR Monitoring &

Measurement Workshop - Pacific Conferences Pte.

Ltd. - Holiday Inn, Atrium Singapore

October - November 2009 Sales Workshop - Guthrie

and Jensen Consultants

June - July 2007 - Access Lead Training /

Leadership Training (Staffright) Dean Bindless

April 11, 2007 - Quality Paradigm

December 29, 2006 - Quality Development - Contact

Center 101 Course

December 22, 2006 - Quality Analytics (The

Workshops)

July 2, 2006 - Quality Development Processes and

Procedures

June 2006 - Coaching for Performance Training

(Certified)

Education

2001 to 2003 International Academy of Management &

Economics

Graduate of Business Management

A member of I/AME Marketing Association

2001 Assumption University in Thailand Bangkok,

Thailand

Basic Communication in English

2000 to 2001 Thames International Business School

Eastwood City

Communication Arts

A member of THAMES Junior Marketing Association

A member of THAMES Theatre and Arts

References

Available upon request.

Contact this candidate