Subject Matter Expert
Resume:
Joshua Alap-Ap Santos
*** - * ****** ******, *********
Cebu City, Cebu PH 6000
*****************@*****.***
SKILLS SUMMARY
- Strong sense of responsibility and time management
- Computer Literate (MS Word, MS Excel, MS Power point, and the Internet)
- Flexible: willing to take on variety of tasks, simple and/or complex
- Can lead a group of people effectively, resulting to excellent performance and monthly figures
- Proficient on English, Filipino, Chavacano and Visayan dialect
- Can understand Spanish, Portuguese, and other similar languages
- Can deal well with other people
EDUCATIONAL BACKGROUND
June 2009 to March 2014 Ateneo De Zamboanga University
Bachelor of Science in Nursing
Bachelor of Arts in Interdisciplinary Studies
June 2005 to March 2009 Pilar College Zamboanga City
High School Diploma
Knights of the Altar Award – Silver
Loyalty Award
June 1999 to March 2005 Pilar College Zamboanga City
Elementary Diploma and with honors
SEMINARS AND TRAININGS ATTENDED
Scout Rover Scout Leadership Training
March 2009
Camp Marcos, Boy Scout Training Camp, Upper Pasonanca Zamboanga City
Red Cross Training Camp on First Aid
February 2010
Red Cross Training Center, Zamboanga City
Developing Effective Leaders
February 2012
Universidad de Zamboanga
WORK EXPERIENCE
Subject Matter Expert
411 BPO
Present
•Provide real-time assistance to agents so they’ll perform at their highest level
•Provide performance feedback and coaching on a regular basis to each team member
•Responsible for creating and maintaining high quality work environment by constantly giving individual and group feedback
Customer Care Sr. Assistant
Conduent Philippines
September 2016 to November 2017
•Senior Customer Care Associate
•Mentor and Facilitator
•Assigned in leading transitional team members to Operations
Customer Service Representative
Convergys Philippines Services Corp.
April 2015 to November 2015
•Customer Service Associate
•Assigned to deal with customer’s concern and queries via Email and Calls
General Manager
UpNorth Rave Club
June 2014 to December 2014
•Dealing with guest questions, complaints and concern
•Overseeing the team’s performance and providing feedback real-time
•Headed in the operation
ACTIVITIES AND ORGANIZATION
- Alpha Phi Omega International Service Fraternity and Sorority (Active Member / Alumni)
- Ateneo De Zamboanga University College Men's Basketball Varsity Team
- Ateneo De Zamboanga University Basketball Alumni Association
- Pilar College Zamboanga City Alumni Association
- The Philippine National Red Cross Blood Services
- The Philippine National Red Cross Association
REFERENCES
June Irwin Santos
Customer Service Manager
Rhea Donna Gapol
Customer Care Team Leader
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