Manager Customer Service
Resume:
NIÑO DRAMAN CALLUENG
***-* ****** **. ********, Manila 1008
***********@*****.***
OBJECTIVE: A very promising man aspiring a position that will help me utilize my excellent Leadership Skills, abilities and talents honed in a true Lycean ideals, enhanced thru actual experiences from previous company and to build up a values oriented working relationship towards costumers and fellow workers in the name of committed service in the institution. EDUCATIONAL BACKGROUND
Elementary: Joaquin Guido Elementary School - 2003 Angono, Rizal Secondary: Itawes National Agricultural and Technical School - 2007 Tuao, Cagayan Tertiary: Thomas Aquinas Major Seminary Lyceum of Aparri - 2011 Bachelor of Arts Major in Philosophy
with Psychology and Education units and units in Masters in Philosophy Post - Grad: Adamson University – currently enrolled Master in Business Administration
AWARDS RECEIVED
MAGNA CUM LAUDE
Departmental and School Socio-Cultural Involvement Awards Departmental and School Academic Involvement Awards Departmental and School Sports Award
Best Supervisor of the Month
● 10 out of 12 months with the highest leadership survey and performance every year since 2015.
Campus Ministry Service Award
Journalism
Departmental Service Award
Departmental Leadership Award
Rectors Award
SKILLS AND ABILITIES
Computer legibility
Inter-personal and intra-personal skills
Good communication skills in oral and in written
People skills
Leadership skills
GROW Coaching Skills
Managing skills
Critical and Analytical skills
Design thinking skill
Administers various activities
Teaching legibility
Problem sensitivity or the ability to tell when something is wrong or is likely to go wrong. Flexible and have a keen eye and ear for detail.
Multi-talented skills in cultural, academics and sports Counseling
WORK EXPERIENCE
Call Center Agent (AT&T Receivables Management)
Teleperfomance (Mall of Asia, Pasay City) 2011 – 2012
- Handles billing concerns and process payments of AT&T customers Customer Service Associate (Virgin Mobile Multi Skills) Sitel (OJV Ortigas) 2012 – 2013
- Take phone calls about billing, technical, and other concerns about post-paid and prepaid accounts.
Email Support Specialist (Virgin Mobile)
Sitel (OJV Ortigas) 2013 – 2014
- Call back clients about their complaints and complicated cases. Outbound Upsell (Virgin Media)
Sitel (OJV Ortigas) 2013-2014
- Outbound calls to do upsells to Virgin Media customers. Summer Apostolate
● Recollection giving
High School Students 2007-2010
● Teaching out of school youth 2007-2010
Lyceum of Aparri
(Aparri, Cagayan)
● Part time Elementary Theology Teacher 2010
Practicum in Psychology
Lyceum of Aparri High School
Counseling 2010-2011
Conducted Voters Education and Seminar on Poll Watching under PPCRV and Served as Head of PPCRV.
2010 & 2016
Invoice Capture Associate 2014 -2015
SAP Concur Philippines
- Capture details and process invoices submitted by the client to be paid following specific guidelines.
Portuguese Auditor 2015-2015
SAP Concur Philippines
- Capture details and process invoices in Portuguese language Operation Supervisor 2015-2018
SAP Concur Philippines
- Handles a very diverse team of 20 Invoice Capture auditors and help them meet their goals such as Productivity and Customer Satisfaction.
- Manager their time force
- Answer queries, clarifications and concerns of clients as well as auditors
- Conduct GROW coaching to all auditors
- Report Monthly Business review to the Operation Managers and Directors
- Conducts engagement activities not just of the department but also of the company
- Conducts new hire training
- Mentor individual contributors who wants to become a supervisor and newly promoted supervisor to be able to manage their team well.
- Person in Contact when the direct operations manager is on leave.
- Create activities to always meet the Service Level Agreement with the clients
- Participates in the department’s decision making Operations Manager
Thumbtack Philippines 2019- present
- Lead business projects focused on product improvements, process simplification etc.
- Conduct regular planning sessions
- Report Weekly Business review to the US counterparts and Directors
- Build and maintain stakeholder’s relationships both onshore and offshore and work with the teams to improve policies and processes.
- Work collaboratively with PH enablement teams
- Mentor individual contributors who wants to become a supervisor and newly promoted supervisor to be able to manage their team well.
- Drive everyone in achieving service level agreements and performance metrics
- Nurture psychologically safe environment and a culture of proactively surfacing findings, giving suggestions, and speaking up ideas
- Manage the day to day operations
- Reports directly to the senior manager
- Manage teams and ensure high performance among all IC's
- Lead new projects
SEMINARS ATTENDED
PAGARUBANGAN
Regional Conference in Philosophy
‘Towards a Rational Discourse on the Human Person’ Audio Visual Room
Lyceum of Aparri
9-10 August 2010
PAGNUNUMNUAN
Annual Congress for Lycean Student Leaders
Conference Hall
Lyceum of Aparri
17-19 August 2009
Youth Encampment
“Discovering the Gift of Human Sexuality”
Lyceum of Aparri
27-19 September 2010
Script Writing Seminar
Conference Hall
Lyceum of Aparri
26 November 2010
Leads At SAP
Engagement and Leadership
SAP Concur
September 2015
SIY Training
Mindfulness
SAP Concur
September 2018
Disruptive Thinking
SAP Concur
October 2018
Design Thinking
SAP Concur
July 2018
REFERENCE
Rhey Mark Mogol
Supervisor
SAP Concur Philippines
Maria Noella Gonzales
MTS Specialist
Thumbtack Philippines
Alexander Juan
GSO: Program Enablement
SAP Concur Philippines
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