Customer Service Sales

Raymundo R. Benlayo

#** ******* *** ****-**** St., Amparo Novaville Subd., Novaliches,

Caloocan City

Date of availability: After 15-30 days

Contact Numbers: 0927.788.1814 / (02) 939.3333

Email: ***.*******@*****.***

EMPLOYMENT OBJECTIVE

Motivated individual, wholeheartedly seeking for an operations manager

position with 7 years of progressive experience in Technical Support,

Customer Service, Retention and Inbound Sales .

CORE COMPETENCIES:

Enthusiastically manage the development of team by ensuring that they

receive an adequate amount of coaching, training, and encourages

personal development.

In-depth experience in goal setting, action planning and evaluating

agents improvements.

Possesses strong analytical skills essential in service level management

and workflow distribution.

Strong comprehension skills and solutions focused.

Recognized in delivering on commitments and ensures actions are

consistent

Ability to adapt and excel in challenging and competitive environments.

Very good people management skills.

Excellent multitasking and time management ability.

WORK EXPERIENCE

COMPANY: TELETECH - Service Delivery Manager - (June 2014 - Present)

ACCOUNTS HANDLED: Comcast (service to sales)

Implement strategies and initiatives to enable the business in achieving

its objectives

Manage daily operational rigor and deliver timely and efficient

solutions to all operations-related requests.

Maintain effective communication with both clients and internal audience

Responsible for maintaining efficiency metrics like handle time, line

adherence etc.

Improve the key metrics like Cost per Call, First Call Resolution and

Voice of the Customer etc.

Identify, develop and implement improvements in practices and with the

view to creating an environment of constant improvement

Ensure that all employees are getting the adequate amount of coaching

and development

Six Sigma White Belt Certified

Best Service Delivery Manager for 5 months

Team Leader / Supervisor - (June 2011 -May 2014)

COMCAST Billing and Sales: ( April 2013 - present )

Managed and led a team of 20 billing and sales representatives

Run the escalation and floor support team

Coach team members on their performance on a daily, weekly and monthly

basis

Used adaptive coaching technique to provide feedback

Trainings attended: Team Lead 201 and Manager 101 Training

Call Center Fundamentals Training

CLEARWIRE Account Management II: (September 2012 - April 2013)

Handled a team of back office agents

Member of the process improvement team

Attended weekly calibration sessions with the clients

Ensured that client KPIs are met by constant monitoring and providing

consistent feedback

CLEARWIRE TELESALES: ( September 2011 - September 2012 )

Pioneer Team Lead

Real-time performance monitoring by tracking the sales of each rep and

provides immediate support/guidance.

Queue, schedule adherence and service level management.

Facilitated in the hiring process of new sales agents by conducting the

final interview endorsed by recruitment to operations.

Awards and Recognitions Received: November 2011 - MVP Team Lead,

December 2011 - Top Team Lead, March 2012 - Top Team for Reliability,

April 2012 - Top Team for Reliability, Top Team Lead for Conversion and

Top TL Overall, Awarded as the Top Team Lead for 2nd Quarter of 2012.

CLEARWIRE RETENTION: (June 2011 - September 2011)

Pioneer Team Lead

Monitored agents performance and report the KPI's to the Service

Delivery Manager

Provided daily, weekly and monthly coaching sessions with agents to

ensure that client goals are met.

Systems Supported: Avaya CMS, EyeQ360, Contact Store, Boss (Database),

Empower.

Universal Sales and Credit Management Representative - (July 2010 - May

2011)

account handled: TELSTRA

Australia's leading telecommunications and information services company

Assisted the customers with billing inquiries, process reconnection of

service.

Add/up-sells new mobile, fixed line and internet service.

Team POC - handled customer related issues, floor support and

escalation.

Consistent in achieving AVP (Agent Variable Pay) Bonus.

COMPANY: CONVERGYS Philippines - TSR (May 2009 - June 2010 )

account handled: AT&T Uverse

Provided technical assistance to US cable, fixed line and internet

subscribers.

Assisted customers on analog and HD TV's cable setup.

Provided walkthrough on setting up VOIP.

Supported the following: Windows (XP, Vista, WIN 7), Mac OSX (10.3 and

above), Remote Access, Wireless connection troubleshooting for MS

Windows and Mac OSX platforms. Email Support: Outlook Express, Ms

Outlook, Apple Mail and Entourage, VOIP, Router configuration (Firewall,

Wireless connection, Gaming consoles)

COMPANY: EPLDT Ventus - CSR (June 2008 - April 2009)

ACCOUNT HANDLED: DISH Network - Leader in HD and DVR services.

Provided customer satisfaction by assisting them with their billing,

installation and programming inquiries.

Assisted customers in adding or removing programs on their service.

Consistent monthly incentives for high metrics achieved.

PERSONAL INFORMATION

Age: 32

Religion: Roman Catholic

Height: 5'7"

Civil Status: Married

EDUCATION

College: Polytechnic University of the Philippines

Course: Bachelor of Science In Electronics and Communications

Engineering - 5th Year Level (1999 - 2004)

High School: Holy Angels' Academy (1995 - 1999)

Primary: M.C Bernardo Memorial School (June 1990 - March 1995)

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