Service Customer

Joemary Reyes Guinto

**** * ******* ** ********, Manila Tel. No. (094*-*******/ (096*-******* Email: ********@*****.***

WORK EXPERIENCE:

ALTA Resources

J&J (Johnson & Johnson) North America and Canada Email Support Team Lead February 25, 2019 - Present

Job and Detailed Work Description:

1. Manages Email support team in their daily tasks. 2. Disseminates updates to email support team.

3. Coordinates with J&J Brand Managers for US and Canada 4. Ensure that emails are answered within the given window. 5. Conducts coaching and up skill training to the email team. 6. Monitors performances and conducts quality checks on email. TRT Global Solutions

June 18, 2018 - December 18, 2018 Service Partner Admin - Team Lead Job and Detailed Work Description:

1. Service Partner Network Development • SPA continually recruits qualified Service Partner companies in areas of both current service, and target areas of business development. • SPA sends the Service Partner Agreement to prospective Service Partners for signature; ensures that Service Partner will meet the needs of TRT and TRT customers. • SPA meets with management bi-monthly to discuss new areas of need, responds to those areas by developing a stronger SP network in that region.

2. Service Partner Quality Management The SePA is responsible for ensuring that TRT Service Partners continually meet or exceed TRT customer requirements in the provision of services. • Meet with GSDTL once weekly to discuss any failures or shortcomings of Service Partners. • Ensure that countries/geographic regions of coverage have, at a minimum, redundant coverage by two partner companies. • Follow up with SP on minor issues, replace SP on major service failures • Clearly and consistently communicate the expectations of TRT to SP's. 3. Service Partner Records Management The SePA is responsible for managing both the SPDB and all documentation regarding SP relationship. • Organized filing of all agreements and communication between TRT and SP. • Management of the SPDB to accurately reflect the following: o Service Partners by country, and their rank for usage or Special skills or certifications o Service Partner contact information o Service Records • Maintenance of Usage Records with number of calls and amount spent, filtered by the following categories (and any combination thereof): o Country o Service Partners o Customer 4. Manages and Oversees SePAs Day to Day activities and ensures efficiency. 5. Involves in recruiting members for the team, HR admin backend job. Teledirect Telecommerce Philippines

August 29, 2017 - June 14, 2018 Data Marketing Analyst for Google Job and Detailed Work Description:

1. Support Global lead generation program.

2. Identifies the potential of the lead based on Business Model, Revenue Model, Target Audience, Locations, Website Quality, Ability to go Digital and Business Viability. 3. Brainstorms with quality team and sales team to adjusts with market trends and to deliver high quality leads.

4. Uses tools such as linkedin, Lusha, Hoovers, Owler, contactout and more to properly nurture a lead.

Adwords Basic- Certification DateSep 2017 – Present License 3114577

Digital Sales Certification - Certification DateMay 2018 – May 2020 License 13689618

AdWords Display Certification- Certification DateMay 2018 – May 2019 License 13686108

AdWords Mobile Certification- Certification DateMay 2018 – May 2019 License 11233402

AdWords Video Certification- Certification DateMay 2018 – May 2019 License 13684198

Google Analytics Individual Qualification- Certification DateMay 2018 – May 2019 License 13690964

Google Shopping Certification- Certification DateMay 2018 – May 2019 License 13687841

AdWords Search Certification- Certification DateSep 2017 – Sep 2018 License 7274639

Adwords Fundamentals-Certification DateSep 2017 – Sep 2018 License 7274638 TSA

May 31 - August 19, 2017 Outbound Sales

Job and Detailed Work Description:

1. Checks the quality of the leads and ensures that it end as as close sale. 2. Makes an outbound call to the clients to ensure that they are getting the best value for their money.

3. Ensures high quality of customer service.

4. Send email campaigns to telstra customers about latest offers and promos. Citibank – CBPS

Feb 17, 2014 - Feb 24, 2017 Citiphone Officer

Job and Detailed Work Description:

1. Provides ‘world-class’ service excellence to our clients by offering a delightful and consistent telephone banking experience.

2. Attends to both inbound and outbound telephone calls in accordance to standard operating procedures.

3. Performs online banking transaction, processing which includes financial entries and data maintenance.

4. Enhances citi’s client relationships by identifying and maximizing opportunities. 5. Take ownership to identify the potential of the lead for a successful sale. 6. Works with the support team to ensure the quality of the lead. 7. Sends email campaigns to citi’s client regarding promos, rewards, rebates, updates Stream Global Services (E-Telecare Global Solutions) January 20, 2003 – October 10, 2013 Technical Support Representative/ Team Manager Dell Certified Systems Expert DCSE#363673 Job and Detailed Work Description: Team Manager: (February 2005- October 2013)

1. Drives performance on a daily basis by setting compelling expectations, real-time monitoring, coaching and developing strategies leading to performance improvement; coordinates with SOICs, SMs, OMs and Support groups, to address frontline issues affecting the floor (real-time). 2. Ensures high employee satisfaction and retention among the team. 3. Business Planning and Operations (Coordinates with support group for the following concerns/requirements)

a. WFM scheduling for review of staffing schedule

b. WFM PAC to ensure that SIR and SL are managed real-time o Reporting team for reports and trackers to manage team’s performance

c. Capacity team for work stations availability.

d. Quality for calibrating on standards on call handling 4. Performance Management

a. Coaching and Action Planning. Conducts bi-monthly one-on-one performance review and coaching sessions with each agent.

b. Monthly and Quarterly Performance Reviews. Overall team’s performance and team’s action plan are comprehensively reviewed by the shift manager 5. Inspires/Motivates TSRs/Agents and work with them to ensure performance, employee satisfaction and retention.

6. Cascades latest program and company updates to the team. 7. Perform Management by walking around and render floor support through real-time support. 8. Meetings – internal support groups, client specifics and etc. 9. When assigned, serves as an alternate in managing the shift/program in the absence of the Shift Manager.

10. Listens to evaluated calls and validates QA evaluation 11. Gatherer issues that require real time resolution 12. Conducts real time monitoring through barges to surface the strengths and areas for improvement of the call.

13. Regulates and monitors schedule adherence to break schedule. 14. Creates various reports to track and analyze team performance. 15. Evaluates calls

16. Conducts learning activities to improve the customer service and technical skills of the agents. 17. Conducts HR disciplinary hearing and HR admin backend job. Technical Support Representative: (January 2003 to January 2005) 18. Troubleshoot Dell Desktops and Laptops over the phone (US customers) 19. Creates service calls for onsite technicians 20. Handles basic customer concerns (customer care) EDUCATIONAL ATTAINMENT:

St. Paul College of Manila (St. Paul University Manila) 1998- March 23, 2002

680 Pedro Gil St. Malate Manila

Degree: Bachelor of Science in Computer Science (BSCS) REFERENCES:

Francis Pacunayen

Senior Team Lead- Stream Global Services

Contact #: 639*********

Delver Carillo

Supervisor- CBPS

Contact #: 639*********

Roderick Rojas

Shift Lead- TRT Global Solutions

Contact #: 091********

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