Customer Service Manager
Resume:
Jasper Custodio Samera
#*** **** ****** ******* ***** II, Ortigas Extension
Taytay, Rizal, Philippines
+639********* / *********@*****.***
Career Summary
** ***** ** ****** ***** record in Customer Service Industry and managing operations has been my expertise since I started working. Creating solutions on managing expectations to meet clients, business requirements, is also one of the things that I can contribute to the business.
WORK EXPERIENCE
Company : EGS / RMH Teleservices Incorporated / Alorica
Location : Lot 1 Cyber Park, Araneta Center, Cubao, Quezon City
Position :
Date : April 2015 - Present
Job
Description : Managing Team Managers and making sure that we are compliant with the company’s policy. Act as a bridge between the client and operations to make sure that we address all concern regarding day to day operations and all request of the client. Creating and implementing process that will drive to meet client expectations and making sure that we are also at goal in terms of KPIs and metrics. I am also responsible in the final hiring process to make sure that we have adequate staff to cater all calls that will come in to operations. Creates new process that will help operations in meeting client expectations. Evaluate employees’ performance and align it to the company goals and policy.
Company : EGS / RMH Teleservices Incorporated / Alorica
Location : Lot 1 Cyber Park, Araneta Center, Cubao, Quezon City
Position : Team Manager
Date : March 25, 2007 – April 2015
Job
Description : Managing the team to achieve the accounts goal and providing excellent service to the Client. I am giving constant coaching to the agents that will help them in satisfying the needs of the customer and clients. Understanding the complexity of the business and providing solution to meets the client needs and expectations. We are the bridge of our front liner to the client and customer. I also do Manager’s call back. This is to make sure that unresolved issues and things that need to have an immediate attention are addressed properly.
Company : APAC / EGS / RMH Teleservices Incorporated / Alorica
Location : Lot 1 Cyber Park, Araneta Center, Cubao, Quezon City
Position : Customer Service Representative (Call Center Agent)
Date : September 29, 2006 – March 24, 2007
Job
Description : Providing good and quality customer service. The account is under Chicago Tribune (Publishing account). We cater to the customer of Chicago area (U.S). Our main focus is on delivery, starting a new account, cancellation, billing inquiries and disputes and etc. We also provide assistance for those who wants to have a tribune even if they are outside the state of Chicago (Mail subscription).
EDUCATION
College
World Citi Colleges (Quezon City)
1.Bachelor of Science in Business Administration Major in Marketing Management
2.2012 - 2015
AMA Computer University (Project 8, Quezon City)
1.Bachelor of Science in Computer Science - undergraduate
2.1998 – 2001
Secondary
San Beda College (Mendiola, Manila)
1.1994 – 1998
Primary
St. James College (Tandang Sora, Quezon City)
1.1988 – 1994
SEMINARS AND TRAININGS
Seminars on Basic Calls Procedure
Octagon Building 2002
Cisco Internetworking Devices
AMA Computer University, Project 8, Quezon City
Application of Cisco Networking
AMA Computer University, Project 8, Quezon City
November 24, 2001
Basic skills training (Language and grammar)
APAC Customer Services Inc., Cubao, Quezon City
September 30 – October 10, 2006
Product training (Chicago Tibune)
APAC Customer Services Inc., Cubao, Quezon City
October 11 – October 25, 2006
Coaching for results training
APAC Customer Services Inc., Cubao, Quezon City
March 10 – 13, 2007
Leadership training
Belview Hotel, Alabang, Muntinlupa City
April 2007
2 Day Basic Leadership Training
APAC Customer Services Inc., Cubao, Quezon City
May 14 & 15, 2009
SAP
World Citi College
2014 to 2015
The Leadership Doctor
EGS / RMH Teleservices Asia Pacific Inc.
May 7, 2015
Financial Training
EGS / Alorica, Fort Bonifacio office
September 29, 2016
CHARACTER REFERENCES
Rowen Vincent Gonzales Marcos
Operations Manager – EGS / Alorica – +639*********
Cheyne Garcia
Operations Manager – EGS / Alorica – +639*********
Charity Lopez Barot
General Manager – EGS / Alorica – +639*********
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