Customer Service Manager

** ******** ** *** ********* Del Monte Quezon City

Phone 023765171/091********

E-mail **********@*****.***

Oliver M. Estrella

Objective

To obtain a position to a company/program that is requiring strong analytical and organizational skills and to provide my knowledge and excellent time management and multi-tasking skills in a fast-paced, challenging environment.

Work experience

[ May 2014 - July 16, 2016 ] Convergy’s Services Phils Inc.

Customer Service Associate / Consultant

Assist customer’s enquiries via first call resolution through real time world class customer service assistance.

Respond timely and accurately to all Service Request lodged by the customers

Replicates customer’s problem or queries and performs up-to-date simulation to deliver solution at a defined service level

Develops own resources and goes outside basic troubleshooting to resolve problems

Verifies problem and validates escalation prior to Team Lead / Supervisor escalation

Maintains a line of communication with the escalation team

Escalates problem to the Team Lead/Account Supervisor/Account Manager and provides assistance towards resolution

Develops logical problem solving skills and update the higher up for possible issues that may arise and deal with it accordingly

Logs all case information accurately into the central database and send the shift summary report right after his/her shift

Identifies hot customer issues and deals with it

Generates Problem Escalation, Case Management / Tracking Report

[ June 20, 2012 - June 18, 2013 ] Michaelangelo Manpower Exp Inc

HR Supervisor / External Affairs Executive

Project coordinator catering countries in Southeast Asia and part of Middle East

Conciliation of problematic applicants/employed OFW abroad

Documentation of legal papers to facilitate applicants employment in a timely manner

Facilitation training schedules and medical examinations for the applicant

Conducting client meetings and addressing their every needs to further enhance the process of deploying as much applicants

Mobilizing of applicants from all different location of the country in completing their application requirement

Doing all the feasibility study of a certain location (Provinces) in the country

Analyzing every HR Officer's report with regard to the company staffs and employees, and giving my evaluation in the process

Logs all case information accurately into the central database and send weekly summary report to the company's Director

Attending Embassy conciliations and meetings

Securing SRAs "Special Recruitment Activity" schedules in a given province/location and scouting Job Fairs in its City proper

Addressing claims and cases filed against the company by OFWs who are maltreated, incorrect salary rate, repatriated due to lack of working hours, inaccurate job titles upon reporting to work, etc.

Making sure that all employed OFWs are doing fine and is happy with their employer and that the contract they signed in the country is indeed truthful to the very last scenario by constantly monitoring it in a timely manner.

[ November 2005 - June 16, 2012 ] Sykes Asia Inc.

Sr. Technical Support Representative / Quality Assurance Officer / Back-up Trainer

Assist Level 1 support towards first call resolution through real time solution

Respond timely and accurately to all escalation of Level 1

Replicates customer’s problem environment and performs laboratory simulation to deliver solution at a defined service level

Develops own resources and goes outside basic troubleshooting to resolve problems

Verifies problem and validates escalation prior to Team Lead / Supervisor escalation

Maintains a line of communication with Y! T3 Team

Escalates problem to the Team Lead/Account Supervisor/Account Manager and provides assistance towards resolution

Develops logical problem solving skills and train the team members

Logs all case information accurately into the central database and send the shift summary report right after his/her shift

Efficiently manage cases of the team

Identifies hot customer issues and deals with it

Generates Problem Escalation, Case Management / Tracking Report

Updates the Bug Tracker and inform management of unresolved bugs

Re-echoes new product training to Level 1 support engineers

Provides direction & sound advice to the team members (Mentor role)

Adheres closely to daily schedules while other assigned tasks are executed on time

Maintains a flexible and calm approach to problem solving

Performs quality monitoring responsibility for emails/chats handled by level 1

Categorizes each of the survey returns and recommends new approaches for CareSat and Issue Resolution improvement

Acts as a back up resource for training related requirement of the account

Updates team shift coverage

Updates team bulletin board regularly

Promotes team incentive programs

Manages new programs as appointed by the Account Manager

Contributes to other projects if requested

[ April 2005 – September 2005 ] West Contact Services

Customer Service Representative

Receive incoming calls from customers who are inquiring and purchasing certain kinds of products.

Document each and every call received.

Handle Billing related issues and dealing with confidential information of the customers such as credit cards and billing information.

[ December 2004 – April 2005 ] Aristocrat’s Fine Dining Restaurant

Waiter / Service Crew

Take orders and serve food and beverages to patrons at tables in dining establishment.

Present menus to patrons and answer questions about menu items, making recommendations upon request.

Check with customers to ensure that they are enjoying their meals and take action to correct any problem.

Supervisory Responsibilities

Supervises and coordinates with the support team.

Looks on adherence to company and account policies and house rules.

Ensures that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently.

Makes sure that important information is disseminated to the support team by conducting team meetings.

Quality Monitoring (Remote/Real time)

Trainings Attended

Basic Excel Training (95% score in Excel thesis) – August 2010

SQMT – Sykes Quality Monitoring Training - August 2010

Y! Billing Certification – October 2010

APAC Trainer’s Certification – December 2010

Education

[ June 2001 – May 2003 ] Systems Technology Institute - STI

Associate of Science Degree in Computer Science

College Graduate

[ June 1999 – April 200 ] University of the East

Bachelor of Science in Civil Engineering

Undergraduate

Character Reference

Available upon request

Oliver M. Estrella

Contact this candidate