Manager Customer Service

Address: *B Balimbing St., Town &

Country Executive Village

Antipolo, Rizal

Mobile Number: 092*-*******

E-mail Address: ***.****@*****.***

I. Job Objective:

Apply this individual’s business and management skills through a full-time position in Operations/Account Management.

II. Work Experience:

SNP Tec Intl., Makati City, Philippines

• Quality / Back Office Manager

(May 2017 – November 2017)

• Leads a team of Quality Assurance Specialists who monitor sales calls to assure quality and compliance.

• Conducts calibration sessions with the sales teams to cascade updates and focus on opportunities raised by the Quality Assurance Specialists on their feedback on monitored calls.

• Handles uptraining of agents identified as bottom performers.

• Supervises Inbound Customer Service Agents handling both Calls and Chat.

• Resolves escalations and issues on client complaints. SNP Tec Intl., Makati City, Philippines

• Operations / Shift Manager

(February 2016 – March 2017)

• Leads a team composed of one Supervisor and twenty Sales Agents.

• Responsible for leads management, allocation and distribution.

• Handles performance management of Agents including call monitoring and coaching.

• Acts as single point of contact of the Contact Center during designated shift in the absence of the General Manager or the different department heads.

• Closely coordinates with HR on staffing and hiring needs, conducted interview of applicants. THE DESIGN PEOPLE, Pasig City, Philippines

• Project Management Team Lead

(March 2013 – September 2014)

• Assign new projects sent from sales to the different project managers & manage the project pipeline.

• Assist project managers with escalated clients or take over the project if need be

• Answer any and all questions related to new set up, implementation & scope of project

• Set production goals

• Evaluate and coach the project managers so their monthly and yearly targets are on track

• Issue appropriate paperwork and consequence management if there are infractions to the company code of conduct

• Listen to interviews for prospective project managers and give my approval for a job offer Project Management

• Design Meetings: determine what is needed/wanted on the site and set target goals, milestones and project parameters

• New Site Set up: intermediary between the client and the designers

• Content Population, site functionality

• Trouble shooting

• Client walk-throughs

TRANSCOM WORLDWIDE, Inc. Pasig City, Philippines

• Account Coordinator, Comcast Cable, D-link French Technical Support, Qwest QA Revenue, Drake International, True Local (Australian online business directory)

(August 2007 – September 2011)

Responsible for campaign requirements: ISO procedures, documentation, launch/enhancement and communications; coordination of all ongoing client tasks such as complaints, errors, changes in procedures and training needs; provision of client support, serving as liaison between client and company; prepared billing statements of the client, and giving back up support to the Account Manager.

• Quality Assurance Specialist, Comcast Cable, Qwest QA Revenue, (September 2006 to August 2007) Responsible for ensuring excellent customer service by providing written feedback to call center agents based In Canada and the US; interfaced with management on customer service issues; and training apprentices. HTMT., C-5 Libis, Pasig City, Philippines

• Technical Support Representative, SONY Consumer Electronics USA, (November 2005 - September 2006) Provided technical support and troubleshooting.

Assigned as “floor walker” for A-bay teams on March 2006 KULAY Printing, Loyola Heights, Quezon City, Philippines

• Proprietor (April, 1999 – September, 2005):

Handled Marketing and daily Operations of business. Had a regular employment of 5 workers expanding to 12 during peak months. III. Education:

Ateneo de Manila University, Quezon City, Philippines, March 1994

: BS Business Management

Ateneo de Manila University, Quezon City, Philippines, June 1976 to March 1987 Grade School, High School

IV. Personal Background:

Born on April 28, 1969 in Manila, Philippines

Married to Elizabeth Oledan-Luna

Children: Juan Marcus Luna (19)

. Bianca Felize Luna (12)

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