Sales Customer Care
Resume:
Jenner Philip Pacapac
Customer Care Consultant (* months)
+63-905******* adlygq@r.postjobfree.com PHP 30,000 Quezon City, National Capital Reg
Experience
** ***** ** *otal experience
Sep 2020 – Mar 2021
(7 months)
Customer Care Consultant
24-7 INTOUCH PH INC. National Capital Reg, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Others
Position Level
1-4 Years Experienced Employee
- Supports Online Streaming service.
- Expertise for network / IP devices needed.
- Does billing and process payment for the subscription.
Making sure that customer can watch his/her favorite shows online through their apps/ web based application.
Oct 2018 - Oct 2020
(2 years 1 month)
Advisor
CONCENTRIX Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Sales - Telesales/Telemarketing
Role
Sales Support Coordinator
Position Level
1-4 Years Experienced Employee
Consumer Retention Advisor Description: Work in a fast-paced call center environment to make outbound retention calls to existing customers who have recently obtained and/or upgraded services on their account. The main responsibility of this telecom sales job is customer retention.
Nov 2017 - Sep 2018
(11 months)
Collection Specialist
The Results Company Calabarzon & Mimaropa, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Banking/Financial Services
Role
Claims/Settlement
Position Level
Supervisor / 5 Years & Up Experienced Employee
Aug 2016 - Nov 2017
(1 year 4 months)
Save & Retention Specialist
TSD Global Philippine Branch Philippines
Industry
Consulting (Business & Management)
Specialization
Sales - Corporate
Role
Sales Support Coordinator
Position Level
1-4 Years Experienced Employee
Sales & Retention Team Leader 11/7/2016 to 11/13/2017
AT&T - TSD
- Managed Team of 16+ direct reports to ensure customer satisfaction goals were consistently met.
- Stood in as a call center Manager as a point of contact in the absence of a senior manager.
- Marshaled employee and call center productivity by monitoring service levels, handle time and availability.
- Focused on behaviors needed to improve performance. Completed of a minimum of 1:1 coaching weekly with each employee.
- Completed daily huddles with team to gather trends as well as gain commitments and set goals.
- Monitored recorded and live calls to ensure commitments/goals were met and quality customer service was being provided.
- Analyzed call volume and average call time to monitor customer service representative performance and productivity.
- Trained my team on new process and kept them up to date with new communications.
- Audited, reviewed, and approve time cards bi-weekly.
- Defused escalated customer calmly and courteously.
- Met or exceeded service and quality standards every review period.
Sep 2014 - Feb 2016
(1 year 6 months)
Technical Support II
Sutherland Global Services Philippines, Inc. National Capital Reg, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
IT/Computer - Software
Role
Software Engineer/Programmer
Position Level
1-4 Years Experienced Employee
Develops information systems by designing, developing, and installing software solutions.
Determines operational feasibility by evaluating analysis, problem definition, requirements, solution development, and proposed solutions.
Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code.
Prepares and installs solutions by determining and designing system specifications, standards, and programming.
Improves operations by conducting systems analysis; recommending changes in policies and procedures.
Obtains and licenses software by obtaining required information from vendors; recommending purchases; testing and approving products.
Updates job knowledge by studying state-of-the-art development tools, programming techniques, and computing equipment; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Protects operations by keeping information confidential.
Provides information by collecting, analyzing, and summarizing development and service issues.
Accomplishes engineering and organization mission by completing related results as needed.
Develops software solutions by studying information needs; conferring with users; studying systems flow, data usage, and work processes; investigating problem areas; following the software development lifecycle.
Oct 2013 - Jul 2014
(10 months)
Technical Support Agent II
TELUS International Philippines National Capital Reg, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
IT/Computer - Hardware
Role
Technical Support
Position Level
Supervisor / 5 Years & Up Experienced Employee
• Working with customers/employees to identify computer problems and advising on the solution
• Logging and keeping records of customer/employee queries
• Analysing call logs so you can spot common trends and underlying problems
• Updating self-help documents so customers/employees can try to fix problems themselves
• Working with field engineers to visit customers/employees if the problem is more serious
• Testing and fixing faulty equipment.
• An ability to assess each customer/employee's IT knowledge levels
• Ability to deal with difficult callers
• Logical thinker
• Good analytical and problem solving skills
• Up-to-date technical knowledge
• An in depth understanding of the software and equipment your customers/employees are using
• Good interpersonal and customer care skills
• Good accurate records keeping
Feb 2013 - Oct 2013
(9 months)
Escalation Manager
Startek International Limited
Industry
Call Center / IT-Enabled Services / BPO
Specialization
IT/Computer - Network/System/Database Admin
Role
Others
Position Level
1-4 Years Experienced Employee
Time Warner Cable - OOP
- Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
- Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task
- Assembling the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertise
- Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process
- Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly
- Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises
- Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies
- Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation
Aug 2012 - Feb 2013
(7 months)
Technical Support Specialist II
Stream Global Services
Industry
Call Center / IT-Enabled Services / BPO
Specialization
IT/Computer - Network/System/Database Admin
Role
System Administrator
Position Level
1-4 Years Experienced Employee
Duties and Tasks/Essential Functions:
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
- Research required information using available resources;
- Follow standard processes and procedures;
- Identify and escalate priority issues per Client specifications;
- Redirect problems to appropriate resource;
- Accurately process and record call transactions using a computer and designated tracking software;
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
- Organize ideas and communicate oral messages appropriate to listeners and situations;
- Follow up and make scheduled call backs to customers where necessary;
- Stay current with system information, changes and updates
Aug 2009 - Aug 2012
(3 years 1 month)
Subject Matter Expert
Teleperformance Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Technical & Helpdesk Support
Role
IT Support/Helpdesk
Position Level
1-4 Years Experienced Employee
- Provide expert support, analysis and research into exceptionally complex problems, and processes relating to the subject matter.
- Serve as technical expert on executive-level project teams providing technical direction, interpretation and alternatives.
- Apply advanced technical principles, theories, and concepts.
- Contribute to the development of new principles and concepts.
- Work on unusually complex technical problems and provides solutions which are highly -innovative and ingenious.
- Work under consultative direction toward predetermined long-range goals and objectives.
- Determine and pursue courses of action necessary to obtain desired results.
- Develop advanced technological ideas and guides their development into a final product.
Mar 2008 - Aug 2009
(1 year 6 months)
Team Lead- SALES
Symphony8 Network Inc.
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Hotel Management/Tourism Services
Role
Supervisor/Team Lead
Position Level
1-4 Years Experienced Employee
RESPONSIBILITIES:
* Provide direct marketing and sales support to field/distribution sales organization. Manage, help generate and qualify as well as process sales leads. Also responsible for maintaining customer, prospects and competitor databases and assessing, devising, and implementing marketing promotions.
* Generate new business through outbound calls and follow up on incoming sales leads.
* Maintain revenue goals by quarter and year to date.
* Identifies, solicits and sells vacation packages directly to prospect clint or customr - Handles all sales inquiries [telephone and mail].
* Follow up with leads generated via websites.
EXPERIENCES GAINED:
* Telemarketing sales experience in tourism.
* Good team player and Multitasking capabilities.
* Proven initiative and ability to work with minimal supervision.
* Excellent organizational and motivational skills.
* Knowledge of Internet and Electronic Commerce industries.
REASON FOR LEAVING:
* Seek for better career advancement opportunities and exposure.
Sep 2006 - Feb 2008
(1 year 6 months)
Team Manager
e-connect asia
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Finance - Corporate Finance/Investment/Merchant Banking
Role
Funds Management/Investment
Position Level
1-4 Years Experienced Employee
RESPONSIBILITIES:
* Provide direct marketing and sales support to field/distribution sales organization. Manage, help generate and qualify as well as process sales leads. Also responsible for maintaining customer, prospects and competitor databases and assessing, devising, and implementing marketing promotions.
* Generate new business through outbound calls and follow up on incoming sales leads.
* Maintain revenue goals by quarter and year to date.
* Handles all sales inquiries [telephone and mail].
EXPERIENCES GAINED:
* Telemarketing sales experience in liquidation/s of debt/s
* Good team player and Multitasking capabilities.
* Proven initiative and ability to work with minimal supervision.
* Excellent organizational and motivational skills.
* Knowledge of Internet and Electronic Commerce industries.
Education
2005
St. Dominic College of Batanes
Bachelor's/College Degree in Commerce Philippines
Major
finance
2006
Multi-technical Development skills
Vocational Diploma / Short Course Certificate in computer technologist Philippines
Major
computer technologist
CGPA
97.0 / 100.0
Skills
Advanced
Customer Handling, IT Hardware And Software, Tour Guiding
Intermediate
Education, Editing And Proofreading
Languages
Proficiency level: 0 - Poor, 10 - Excellent
Language
Spoken Written
English
9 10
Additional Info
Expected Salary
PHP 30,000
Preferred Work Location
National Capital Reg
Other Information
Professional Summary
Exceptional Operations Team Leader understands how to motivate plan track and monitor achievement of operational goals.Possesses seasoned abilities with identification of operational issues and the methods to address them.Brings a Bachelor’s degree in Business Management along with eight years of operational team leader experience.
Core Qualifications
Strong team-building skills
Able to effectively assess operational inefficiencies
Exceptionally talented at devising appropriate goals
Good knowledge of measurable tasks
Competent at social oral and written communication
Excellent goal tracking and report writing
About Me
Gender
Male
Age
35 years
Telephone Number
Address
Unit 401 Union Square Condominiums 15th Ave Cubao, Quezon City
Nationality
Philippines
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