Kyle Robert Hisey

**** ****** **, *** **********, Makati 1207

adhwej@r.postjobfree.com Globe: 090*-***-****

Visa Status: 13a (Philippine Permanent Resident)

PAG-IBIG, SSS and TIN numbers available

Citizenship Status: US Citizen

Summary of Qualifications:

• I have over 20 years’ experience in multiple fields, including: customer service, sales, technical support, research and management. With my extensive customer service, technical and leadership knowledge and the ability to handle large numbers of staff in both the Philippines and Australia, I wish to help increase efficiency and happiness as the manager of a local or global team. EDUCATION:

• Port Saint Lucie High School, Port St Lucie, Florida, USA (1995)

High School Diploma (with Honors)

• Indian River State College, Fort Pierce, Florida, USA (1998)

Associate of Science – Computer Programming & Applications

• CompTIA

A+ Certified Professional (Certificate Number COMP10466092) (2001)

• American TESOL Institute (Philippines)

TESOL 120-hour Advanced Certification (Certificate Number 1968PH) (2018) RELEVANT PROFESSIONAL EXPERIENCE

Systemantech, Inc

Quezon City, NCR, Philippines

February 2020 –

March 2020

Service Delivery Manager

Service Delivery Manager in charge of 4 clients and 12 total sites. Required to provide monitoring, reporting and analysis of personnel. Training of personnel and client meetings, as well as adjustments in services required regularly. Collabera Technologies Private Limited, Inc

Makati City, Philippines

September 2019 –

December 2019

Service Delivery Lead

Managed team of approximately 60 agents across multiple shifts for a major BPO client. Worked with central office to facilitate hiring. Monitored and coached agents on a host of professional and personal issues including attendance, skillsets, expectations, policies and procedures. Ensured my availability 24/7 and maintained an open-door policy that encouraged positive agent interaction with management. March 2019 –

September 2019

Technical Recruiter

Sourced for professionals wishing to pursue new opportunities both in-house and for external clients. Interviewed and advised as needed, successfully placing individuals in training and business development roles for Collabera. Sourced for bilingual representatives, arranging potentially long-term agreements with multiple language centers specializing in highly desirable languages for later external placement. Also initiated advertising plans for the company to increase positive company exposure. August 2018 –

February 2019

Service Desk Analyst

Identified, diagnosed and resolved of both software and hardware issues covering both front-end and back-end retail grocery centres as well as corporate office locations. Followed up on major events and ensured positive customer experiences on every call.

Oracle CMS

Makati City, Philippines

August 2015 –

December 2017

Level 2 I.T. Support Manager

Managed team of approximately 90 agents on 2 continents working multiple shifts. Ensured proper troubleshooting and resolution of internet connectivity issues including fiber, copper and cellular networks. Created and maintained primary technical manual for other agents, providing assistance to other techs as needed. Improved employee key performance indicators by coaching each representative so they can reach their maximum potential. Ensured open lines of communication and improved employee engagement. Handled of special projects, unusual technical situations and supervisor calls as well as all training for the local office. Construction Journal

Stuart, Florida, USA

August 2007 –

April 2015

Construction Reporter / Researcher

Located and investigated construction projects along the east coast of the US utilizing reports from field reporters as well as online resources. Spoke to all parties involved in residential, commercial and industrial projects including owners, civil engineers, architects, attorneys, and contractors. Published construction reports for subscribers regularly, ensuring proper reports were filed for each project in a timely fashion. Maintained contact with all parties to ensure consistent project updates were available.

QVC St. Lucie, Inc

Port Saint Lucie, Florida, USA

September 2005 –

December 2006

Customer Service Representative/e-Service Representative Consistently maintained high quality scores and minimal call times while assisting a wide variety of customers both via telephone and online chat with account/billing issues, purchases and general company questions. Regularly provided supervisors as well as QVC Corporate with system updates as well as customer and employee feedback on ways to improve customer satisfaction. Liberty Medical Supply Pharmacy, Inc

Port Saint Lucie, Florida, USA

June 2005 –

September 2005

New Patient Sales Representative

Excelled in helping clients better understand Liberty operations and assisting patients in receiving the best possible care. Spoke to new patients interested in receiving medicines and other supplies from Liberty Medical. Created new orders and ensured prompt delivery and customer satisfaction. Convergys Corporation (Concentrix)

Fort Pierce, Florida, USA

October 2001 –

November 2003

Senior Call Center Representative

Multilevel support for an outsourcing call center. Levels 1 and 2 customer and technical support for two major broadband companies, as well as sales for a major computer manufacturer. Top-performing senior retention representative at a major internet service provider.

OTHER PROFESSIONAL EXPERIENCE

Self-Employed

Makati City, NCR, Philippines

March 2020 –

September 2020

Game Server Administrator

Skills Utilized: Server monitoring, settings updating, environmental design, player services and event creation.

Gildan, Inc

Mount Airy, North Carolina, USA

February 2007 –

July 2007

Plant Scheduler

Skills Utilized: Planning, documentation, scheduling. National Lots, Inc

Port Saint Lucie, Florida, USA

January 2004 –

December 2004

Primary Land Purchaser

Skills Utilized: Customer service, price negotiation, purchasing. CompUSA

San Jose, California, USA

November 2000 –

August 2001

Cashier Customer Service Representative Warehouse Specialist Skills Utilized: Customer service, sales, technical and product knowledge, shipping and receiving, database entry.

Silicon Valley Technical Staffing

San Jose, California, USA

March 2000 –

October 2000

Telephone Technical Support/Field Operations Technician Skills Utilized: Software installation and setup, hardware installation and setup, software diagnostics, hardware diagnostics.

Robert Half International

San Jose, California, USA

November 1999 –

February 2000

Network Operations Control Professional

Skills Utilized: Network monitoring, system health checks, emergency procedures.

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