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Customer Service Sales

Taguig, National Capital Region, Philippines
October 05, 2016

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Experienced Operations Manager with proven record in exerting and breeding Teams while cultivating growth and leadership within. Single – Handedly responsible for the creation implementation of processes and improvements of companies’ deliverables. Coach, mentor; train, delegate and organize staff for success.


Hewlett Packard Enterprises September 2015 March 2016

Tech Consultant Level II Taguig, Philippines

Create Knowledge Database for team development and training based on knowledge and terminologies acquired

Control and Report working hours for the team for billing purposes while assigning Task to several team members for Spanish Account

Accomplished Simultaneous Translation for Meetings and minutes and/or documentation while on call in Real – Time for LATAM and Spanish accounts

Handle these translations for On/Offshore Teams different levels for technical language such as: SAP, Finance and Accounting; Euro Zone Banking, Software programming and technical issues; KTs (Knowledge Transfers)

On – boarded, trained and developed trainees on processed and procedures based on account demands and Account Tools, knowledge transferred and coaching for performance improvement and learning curve

Accomplished 100% Translation Task set by company

Advised processes, account improvements and suggested procedures for account management.

Delivered a One page Business Plan as support for Program Manager to increase Revenue and Team Performance for our Team expansion and to provide guidance for strategic purpose

Bosch Communications January 2013 July 2014

IT Help Desk Taguig, Philippines

Provided first and second level of technical Support for LATAM customers

Handle applications such MS Office, browsers, SAP; user’s password; User’s Admin Creation and Applications Support, PC Hardware, VPN and Mobile troubleshooting

Helped North America team for first level support while taking LATAM calls

Detailed and analyzed Technical issues for ticket handling for escalation purposes and follow – ups

Maintained logs for wide area issues for Third Level escalation

Customer’s Surveys for Quality Assurance and Team Service Performance for accurate faster and world class service.

Learned basic Server and Database Management

Orbistel Call Center March June 2007

Sales Supervisor Guayaquil, Ecuador

Ranked number one Supervisor for three consecutive months, Increased overall team performance from 0.19 to 0.24 SPH (Sales per Hour)

Conducted specific training sessions to agents with areas of opportunities

Ensured that the sales floor was continuously motivated and energized to sell

Gave one-on-one daily coaching session to help reps increase their performance, followed-up on their development, and helped them achieve their goals set by company

Led the Quarterly Agent/Team Appraisal for the entire program for First Quarter 2007 developed Contest Mechanisms, managed over-all floor participation; handled finance for the project, and conducted the Quarterly End General Assembly and Awarding

Target Logistics April September 2006

Dispatch Supervisor Windsor, CT

Supervised five drivers for pick – ups and deliveries throughout New England area: Connecticut, Massachusetts, New Hampshire

Improved Business/Customer relations

Increased revenue by focusing on Accounts Receivable: Managed customer’s invoicing in detail according to shipments’ itemized handling rate and charges and reducing 85% of overtime hours by integrating teamwork

Increased and Maximized warehouse management

Enhanced and customized freight handling for storage/traffic purposes for in and out – bound shipments on daily basis and according to customer’s requirements

Created procedures to decrease damages, mishandling freight and shrinkage

Scheduled and set – up daily routes for pick – ups and deliveries according to daily operations demands

Recruited and dismissed personnel according to company’s needs

Verizon Wireless Call Center October 2003 March 2005

Customer Service Representative Wallingford, CT

Ranked number one, three times in the Northeastern Region in 2004-2005 by increasing ARPU (average revenue per unit): handsets and accessories sold per account

Delivered FCR (First Call Resolution) or immediately Followed- up on Customer’s billing and/or handset issue

Evaluated customer’s concerns and inquiries by offering win – win options and solutions on churning or delinquent accounts

Maximized customer’s experience and tenure by focusing on inquiries, price plan needs; accommodating their usage by matching it with best price plan for monthly consumption

Know – how it works: CDMA TDMA GSM, EVDO, SMS, MMS, WAP, Tier – one troubleshooting

Trained on Sales, Up – sales, After – Sales Solutions; Up/down grades, Save/Churn of Clients, Dealing with Difficult People, Win – Win Negotiations

CIB Building Service June 2001 October 2003

Floor Maintenance Manchester, CT

Supervised and reviewed five team – leaders and their teams

Coached team members and team – leaders on daily task and performance

Trained entry – level team members and helped them increased their daily performance

Maintain and repair machines for optimal functionality for daily operations

Maintain and updated inventory for daily operations

Delegated and supervised daily task

Metro T & C Trucking August 1999 May 2001

Dispatch / Client Care Elizabeth, NJ

Supervised nine drivers for pick-ups and deliveries throughout Tri-state area: NY-NJ/CT/PA.

Improved Business/Customer relations

Responsible for Account Receivables

Accurately invoiced customer’s according to their shipment handling and quoted runs and other charges

Responsible for warehouse inventory control and management

Quoted HOT – SHOTs run for same day pick – up /delivery to anywhere in the continental US

Re-trained drivers on faster and accurate freight handling on daily basis

Created procedures to regulate handling/routing errors

Decreased 92% handling/routing errors on air, ocean and land shipments

Handled and process of LCL (less than a container load), 24’ and 48’containers on a daily basis

Palletized freight, crating, bubble/shrink-wrapping and steel-strapping according to FAA, airline and customer’s requirements

Clark Worldwide Transportation August 1997 September 1999

Export Administrator Wayne, NJ

Process export documentation for: Argentina, Brazil, Colombia, Chile, Iceland, Puerto Rico, Virgin Islands, Jordan for consignee’s customs clearance

Helped in Import Department with Import documentation processing

Organized and updated customer’s account information, handling rates, shipping procedures and shipments schedules and tariffs

Followed US Customs procedures and requirement on every air/ocean shipments

Customized airway/bill of lading, freight packaging, routing and consolidation, according to US Customs/FAA regulations and customer’s requirements for each shipment and customs clearance

Responsible for 24’ and 48’ containers and LCL (less than a container load) shipping on daily basis


Business Administration 2005–2006

Unified School District One. Somers, CT

Medical Assistant 2002–2003

Branford Hall Institute South Windsor, CT

North Bergen High School 1998–

North Bergen High School North Bergen, NJ

Mariscal Sucre Grammar School 198 –199

Mariscal Sucre Education Unit Guayaquil, Ecuador


June 24 - 25, 2008


8 hours

ESPOL Escuela Politécnica

Guayaquil, Ecuador

May 5 - 8, 2008


16 hours

ESPOL Escuela Politécnica

Guayaquil, Ecuador

April 25, 2008


4 hours

ESPOL Escuela Politécnica

Guayaquil, Ecuador

April 20 - 21, 2008


16 hours

ESPOL Escuela Politécnica

Guayaquil, Ecuador

April 5 - 19, 2008


16 hours

ESPOL Escuela Politécnica

Guayaquil, Ecuador

August 20 – September 7, 2007


30 hours

Chamber Of Commerce, IDEPRO

Guayaquil, Ecuador

January 20 – March 4, 2007


24 hours

RED CROSS/ Ecuadorian Red Cross

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