Service Desk Technical Support

Address: **-* ***** **. ****. ***, Sta. Rita North Tala, Caloocan City 1427

Cell No.: 092********

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

E U G E N E M. L A C S O N

OBJECTIVE:

Building a solid career in the BPO Industry that will heighten my capability as a Contact Center Professional.

SUMMARY OF QUALIFICATIONS:

•Performing Basic Call Flow in an actual customer engagement, while establishing the Perfect Guest Connect Process, Technical Service Desk for Clients and Brokers.

•Anticipating timely needs of guests through patience and proper approach on every call, and by understanding their emotional needs as well, Technical Support, and Sales Background.

•Develop plans for improving sales volume through a consultative type of selling.

•Strictly monitor and supervise adherence to duties and responsibilities of all promo merchandisers in every outlet, POS – Point Of Sale Technical Assistant.

•Train, guide, motivate and control the performance of Promo Merchandising personnel in the assigned area.

EDUCATION:

Tertiary New Era University

Bachelor of Arts, Major in Mass Communication

March 2000

NFE New Era University

(Non-Formal Education) Advanced Photography

April 1998

Secondary New Era University

June 1987

PROFESSIONAL EXPERIENCE:

[May 2, 2022 – August 1, 2022]

Car Next Door (Micro Sourcing)

•RCM/ Repairs Case Manager

[August 23, 2021 – February 18, 2022]

CHUBB Insurance CBS

•CSA/ Customer Service Associate

[June 19, 2017 - August 17, 2021]

QBE Insurance GSSC

•BD/ TA - Brokers Distribution /Technical Assistant

•CSO/ANZ - Customer Support Officer

•CCO/Non-Voice - Credit Control Officer 1

[April 27, 2015- May 2017]

Cognizant Technology Solutions

•CPU/ Senior Process Executive – (Voice/Tech)

•Computer Share – AU/NZ

•Woolworths – Australia – (POS Tech/Service Desk)

[Nov. 26, 2014- March 2015]

Convergys - Shaw

•Inbound / Tech/ Sales – (Intuit)

[June 12, 2014- Aug. 29, 2014]

Sitel - Ortigas

•Inbound Sales / Tech - (Comcast)

[Sept. 2, 2013- May 25, 2014]

Results Manila

•Well Care- CSR (Inbound)

[March 11, 2011- May 10, 2013]

Teletech - Novaliches

•Inbound Sales / Tech Support

•(TOSHIBA) toshibadirect.com

[January, 2010 - March, 2011]

Sykes Asia

•CSR Inbound (Expedia) Hotels.com

[March 2009- December2009]

Imarflex Battery Mfg. Corp.

•Ex- Van Salesman

[October 2007 – January 2009]

Coca Cola Bottlers Phils.

•Account Executive

[August 2005 – March 2007]

San Miguel Corporation – Coca Cola Beverage Group

District Sales Supervisor

•Handles dealers and distributor accounts both for carry-all and 5g distributorship.

•Conduct meeting and in-field training to DSP plus pre-takeoff.

•Facilitate coordination with the dealer and the logistics group for proper stock inventory position.

•Facilitate proper replacement of bad orders and monitors AR of dealers.

[March 2005 – July 2005]

San Miguel Corporation – Coca Cola Beverage Group

Conventional Route Salesman

•Outlet to outlet conventional type of selling.

•On the spot merchandising and promo implementation.

[September 2002 – February 2005]

Convoy Marketing Corporation – Quezon City

Marketing Arm of Destileria Limtuaco & Company Inc.

Key Accounts Specialist

•Involves in direct selling of company’s products.

•In-charge of distribution on a mass base level.

•Carefully monitors merchandising level and promotional activities.

•To look into areas of opportunities for growth in relation to improvement and attainment of sales objectives.

•Implements marketing promotions and other related activities.

•To plan productivity improvement projects and cost savings program which will positively influence the group’s total performance and operations.

[December 2001 – April 2002]

Zurich Agrippina, Wittelsbacher Allee 87 60385 – Frankfurt, Germany

Putzen Man / Business Calls Representative

•Putzen Man (part-time) – Cleans products in the shelves, arrange and displays all SKU’s properly.

•Business Calls Representative (part-time) – Entertains inquiries over the phone of all English-speaking customers.

[August 2000 – March 2001]

Mega A’s Trading (La Tondeña, San Miguel Distributor) – Quezon City

Booking Salesman

•Direct and indirect booking of all customers order.

•Update accounts jacket of all outlets in a given area.

•Collect all accounts receivable in a particular area.

•Timely remittances of all cash and check collected.

•Merchandise the outlet through posters streamers and other marketing paraphernalia.

•Coordinate to the management all the necessary concern of the outlets particularly in extending support by means of trade deal incentives, discounts and many more using the (OTV) process, obtain, verify, and transmit.

[May 1998 – July 1999]

Semicom / Maxicom Marketing Inc. (Recall138 Pager), - Pasig City

Direct Sales Agent

•Responsible for the distribution of paging gadgets (Pagers) so that more and more people could avail the services being offered by the service provider (Recall 138).

•Carefully attends to the customers’ concerns and after sales services.

•Introduces the advantages of having a gadget and the services it provides, especially for a busy individual.

[December 1997 – December 1998]

Star Magic Inc. ABS-CBN Licensing & Merchandising Co. – Quezon City

Tour Guide

•Initiate concrete information basically to students from different schools and guests from private organizations through roaming around the ABS-CBN compound including their 12 large studios, TOC, AM and FM radio booths and the News and Current Affairs Offices.

•To accompanied and guide them about the procedures while watching live the Broadcasting Company’s noontime show.

•Gives direction to those who wants to avail novelty items and souvenirs at the shops and gallery located at the audience entrance of ABS-CBN.

[February 1994- December 1996]

Philippine Long Distance Telephone Co. – Makati City)

Lineworks Technician

•Cable Line Construction and Maintenance

•Pole Erection and Cable Rehabilitation

•Fleet Driver/ Boom Truck and Crew Service Vehicle

Nesium Wheels Manufacturing Inc.,- Makati City

[June 1991- December 1991] Warehouseman

[January 1992- January 1993] Material Controller

[February 1993- August 1993] Account Executive

•Warehouseman- arranges stocks and materials needed in the plant.

•Material Controller- receives deliveries, signs and issues documents needed for the incoming and outgoing of all materials inside the plant area.

•Account Executive- attends to the concerns of all magwheels dealer assigned in a given area.

•Collects receivables from the outlet.

•Introducing newly developed designs to customers through proper coordination with the engineering department.

•Gathers information and what is in and out of the market especially in the Automobile industry.

ADDITIONAL PROFESSIONAL ACTIVITIES/ TRAININGS/ SEMINARS ATTENDED:

•Sykes Asia Incorp., Q.C.

January 11, 2010- Core Skills Training, Basic Call Flow, Customer Care Procedures

January 19, 2010- Product Training, Expedia Hotel Reservations

•Destileria Limtuaco and Company Inc., Q.C

October 5, 2002- Seminar on Power Selling

•Convoy Marketing Corporation

November 2002- Computerization Program/ Creative Selling

•CCBPI Coca Cola Bottlers Philippines Inc./ CCBPI, Antipolo City

July 2000- BST Basic Sales Training

•SMC San Miguel Corporation/ SMC Training Center, Tagaytay City

August 31- September 2, 2000- BSS Basic Selling Skills

•ABS- CBN Broadcasting Corporation, Q.C.

June 1999- Talent Development and Management Center

•SEMICON, Semicon Center Bldg., Pasig City

May 1998- BODMA Basic Orientation for Direct Marketing Agents

INTEREST/ SKILLS:

Sales Proficiency / Customer Service

Technical Support Associate

Computer Literate

Driving any four-wheeled vehicle

Sales and Marketing Program Presentation

CHARACTER REFERENCES:

Albert D. Amit

#55 Chrysanthemum St. Zone 4, Blk. 41

Welfareville Comp. Brgy. Addition Hills

Mandaluyong City

CP#: 093********

Bel Cesar D. Amit

Mandaluyong Executive Mansion

CP#: 092********

Ariel D. Amit

NHQ-PNP

Camp Crame

EDSA, Quezon City

CP#: 091********

Maria Fe Pahartin Amit

NHQ-PNP

Camp Crame

EDSA, Quezon City

CP#: 092********

All information contained herein is to the best of my knowledge, true and correct. It is my understanding that inquiry may be concluded in my general character.

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