Manager Service
Resume:
Jon Karlo L. Dimarucut
Pioneer Street Mandaluyong City
email: *******@*****.***
JOB TARGET: Operations Supervisor / Associate Manager
PROFILE SYNOPSIS
A licensed financial consultant with well-versed customer service and technical support skills. Vast proficiency in chat, email, inbound and outbound support. An innovative, goal-oriented, and results-driven personality. Highly organized and flexible in terms of work. A determined individual who consistently practices business ethics in the workplace; ambitious and dynamic who is willing to work under pressure and value the importance of integrity. Adaptive to change and a quick learner in terms of functions, duties, and responsibilities. A team player, who easily establish rapport with superiors and co-workers. With an assertive attitude combined with good interpersonal skills and communication skills.
CAREER SNAPSHOT
May 2016 (Current Job) Service Delivery Ops Senior Analyst
Accenture Inc
Cybergate 2 Pioneer Mandaluyong City, Metro Manila Philippines
Service Delivery Ops Senior Analyst
• Manage and lead a team’s performance
• Communicate project goals, practices, and processes
• Keep management updated from the team’s performance
• Aiding team to reach their full potential and guiding them to grow in their careers
• Ensuring team’s engagement at work to have their optimal performance while maintaining a work-life balance
• Passing and excelling projects KPI’s by managing teams, FCR, AHT, and CSAT.
Leading multiple lines of businesses (Chat, Email, Inbound and Outbound Support)
Supporting one of the biggest ISP company in the US
Account and Project Lead for Arrow Support (Accenture Remote Resolution Online Workforce)
Planning strategies for the projects benefit
Creating plans to boost project revenue
Analyzing correct staffing based on volume intervals
Reporting directly to operation managers and US stakeholders
Leading teams that supports US customers PC issues via remote assist
Project Manager
Handling project report and compliance with the whole network tower
• Creating project initiatives to improve employee’s engagement at work and lessen attrition
• Making project incentives and leading GPTW (Great Place To Work) to create work-life balance
• End to end process in facilitating client visits and executive meetings
Lead for Intelligent Operations and project innovations
August 2015 - April 2016 Local TV Host/Talent/Entertainer
ABS-CBN Region 10
Cagayan de Oro City Philippines
Manage people and make sure the event runs in accordance with the itinerary
Entertaining people with different walks of life
Showcase talents that are not rude or offensive
Setting the mood of the guest and making sure they are entertained
October 2014 – April 2015 Technical Support and Customer Service
Concentrix
Carmen Cagayan de Oro City, Philippines
Obtains client information by answering telephone calls, interviewing clients’ and verifying client’s account/s
Adheres to standards and guidelines, recommending improved procedures
Updates job knowledge by studying new product descriptions, participating in educational opportunities
Accomplishes sales and organization mission by completing related results as needed
Provides personalized customer service to further improve the service and build customer loyalty and trust
Evaluates customer’s product issues and provide logical lasting solutions
TRAINING ATTENDED
March 2018 Licensed Financial Consultant – Life and VUL
Insurance Commission, Ortigas Philippines
June 2018 Storytelling for Supervisor – Supervisor 101
Cybergate Tower 2, Mandaluyong Philippines
July 2018 DATA for Supervisors (Driving Analytics and Taking Actions)
Eastwood, Quezon City Philippines
November 2018 iTeach Learning Session(T3)
Cybergate Tower 3, Mandaluyong Philippines
December 2018 Code of Business Ethics
Cybergate Tower 2, Mandaluyong Philippines
Jan 2019 Introduction to Operation Maturity
Cybergate Tower 2, Mandaluyong Philippines
February 2019 Project Management Essentials
Cybergate Tower 2, Mandaluyong Philippines
March 2019 Operation Management
Gateway, Quezon City Philippines
March 2019 Project Management
Gateway, Quezon City Philippines
April 2019 Cost and Resource Management
Gateway, Quezon City Philippines
April 2019 FORM
Cybergate Tower 3, Mandaluyong Philippines
January 2020 iLead: Fundamentals of Leading Others
Seda Hotel, BGC Taguig Philippines
Nov 2019 to Feb 2020 Team Caption Program
Gateway, Quezon City Philippines
ACHIVEMENTS AND AWARDS
October 2018 Network Service Q1 Kalinga Awardee
April 2019 Network Service Q3 Kalinga Awardee
August 2019 Accenture Philippines Innovation Congress – Grand Winner
February 2020 Accenture Philippines A-List Awardee – Maharlika: Best of People Awardee
EDUCATIONAL ATTAINMENT
December 2015 Cookery NCII, Graduate
Pilgrim Christian College
Cagayan de Oro City, Philippines
March 2015 Bachelor of Science in Marine Transportation
Capitol University
Cagayan de Oro City, Philippines
PERSONAL DETAILS
Birth date: 23 April 1994 Height: 177.8 cm
Civil Status: Single Weight: 202 lbs.
Nationality: Filipino Religion: Christian
CHARACTER REFERENCE
Christopher Gonzales
Direct Supervisor
Jolline Natividad
Operation Manager
Tirso Reyes II
Director
(References are available upon request)
Contact this candidate