Customer Service Management
Resume:
GIL ABRERO FRANCISCO
Al Musalla Road, Diera
Contact #: 056-***-****
E-mail address: ******@*****.***
CAREER OBJECTIVE:
To acquire valuable knowledge and skills to complement those I have learned from my previous jobs in your reputable company. Also, I would like to gain an exposure in your competitive company where I can excel and be able to acquire a challenging position towards its growth.
WORK EXPERIENCE:
BPO (Call Center), Operations - Manager
April 11, 2011 October 17, 2015
Teleperformance Ayala Ave.Corner Sen., Gil Puyat Ave. Makati City, Philippines
RESPONSIBILITIES:
Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
Manage and increase the effectiveness and efficiency of Support Service, through improvements to each function as well as coordination and communication between support and business functions.
Play a significant role in long-term planning, including an initiative geared toward operational excellence.
Oversee overall account management, planning, systems and controls.
Regular meetings with the client regarding overall performance.
Supervise and coach team leads with regards to their team performance.
Conduct performance review and provide performance feedback to Team Leads.
Manage and direct operations team to achieve business targets.
Assist in developing or updating standard operating procedures for all business operational activities.
Build strong relationship by addressing customer issues and complaints in a timely manner.
Assist in employee appraisals, promotions, compensation and termination based on the performance review.
Provide operational support and guidance to staff. Conduct regular meetings with team to discuss about issues, concerns, updates etc.
Assist in interviewing, recruiting and training candidates.
Ensuring that all agents are providing quality customer service and resolving the issues at the first call.
Cashier
MARCH 24, 2008 AUGUST 24, 2008
Jollibee Foods Corporation
G/F SM Super Center Muntinlupa City, Philippines
Cashier & Dining
November 22, 2008 APRIL 22, 2009
Delifrance- Fresh N Famous Food Inc.
South Luzon TollwayMuntinlupa City, Philippines
TRAINING AND SEMINARS
Client Specific Training
Integrated Business Licensing
Product Costing and Pricing
Basic Business Recording
Product development and innovation
Funding your Business and Managing Finances
Packaging design and labeling
Awareness on Good manufacturing practices
EDUCATIONAL BACKGROUND
PRIMARY Lucbuan Elementary School
Puerto Princesa City, Palawan
1997-2003 (Graduate)
SECONDARY Palawan National School
Puerto Princesa City, Palawan
2003-2007 (Graduate)
TERTIARY Polytechnic University of the Philippines (PUP)
Bachelor of Science in Entrepreneurial Management
Lower Bicutan,Taguig Campus, Metro Manila
2007-2011 (Graduate)
PERSONAL INFORMATION:
Date of Birth March 5, 1990
Place of Birth Plaridel Aborlan Palawan
Gender Male
Nationality Filipino
Civil Status Single
Height 5 4
Weight 53 kg.
Religion Roman Catholic
Citizenship Filipino
Visa Status Visit Visa
DECLARATION:
I do hereby declare that the above-mentioned details are true and to the best of my knowledge and belief.
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