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Manager Customer Service

Location:
Makati, Makati, Philippines
Posted:
November 10, 2019

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Resume:

NIÑO DRAMAN CALLUENG

***-* ****** **. ********, Manila 1008

adas2u@r.postjobfree.com

093********

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

097******** / 099********

Maria Noella Gonzales

MTS Specialist

Thumbtack Philippines

+639*********

Alexander Juan

GSO: Program Enablement

SAP Concur Philippines

097********



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