ANDREW R. CASTILLO

*** *. ****** ******, *********** City, Philippines

Contact No. : (096*-*******● Mobile:(091*-*******

adoins@r.postjobfree.com

Profile

Multi Lingual Customer Service Professional with cross-functional expertise in administrative

tasks, telesales and helpdesk technical support. More than 10 years of expertise in the field

of customer service – corporate (SSC) and BPO/call center industry.

Proven history of working and assisting local and Malaysian/Indonesian clients via phone and email.

Computer literate in multiple operating systems and software applications. Excellent interpersonal

and analytical skills and goal oriented and certification in SAP application

Experiences

June 2019-Present SC Johnsons Philippines SSC Customer fulfillment (FOT)

Essential Duties and Responsibilities:

Proactive order management and anticipating and solving issues relating to customer orders using SAP Based Application.

Liaise with customer to coordinate delivery dates based on stock availability / prioritize destinations (during reception windows).

Day to day liaison between Logistics Service Providers (LSP) and local country (Sales, Logistics & Finance Departments).

Escalation of stock allocation and customer service issues to Team Leader.

Management of customer inquiry resolution through development and implementation of action plans to eliminate the source problem.

Identifies and implements process improvements and identifies efficiencies and best practices

Conducts trade visits with sales representatives and visits local country as representative of Shared Services Center (SSC), if required.

Collaborates with E-commerce department to solve systems issues.

Develops and maintains customer service performance reporting systems to assist local country in efficient management of its business.

October 2, 2017- February 2018 Bahasa Malaysia/Indonesia Inside Sales Representative

SITA Aero

Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails.

Understand customer needs and requirements.

Route qualified opportunities to the appropriate sales executives for further development and closure.

Research accounts, identify key players and generate interest.

Maintain and expand your database of prospects within your assigned territory.

Team with channel partners to build pipeline and close deals.

Perform effective online demos to prospects.

August 2014 – Present Bahasa Malaysia/ Indonesia Multilingual Reservations Specialist

IHG (Intercontinental Hotels Group)

Provides information to Indonesian and Malaysian guest or visitor

Provides basic concierge service

Process all payments while adhering to all cashiering procedures

Documents and confirms reservations and cancellations

Block rooms and pre-register designated - guest and prepare key packets

Communicates pertinent guest information to designated departments i.e. special -request, and organizing amenities for delivery

Resolves discrepancies on room status

Reports with Housekeeping

Generates, prints and distributes daily and weekly reports

Inputs all guests’ request and departmental -request promptly and accurately into the HotSos response system

Coordinates and assigns dispatching work orders to the appropriate department

Inputs all guests wake up calls as requested

Handles internal and external calls

Performs other duties, task and special projects as assigned

June 2013 – November 2013 (Contractual) Bahasa Malaysia/Indonesia

Multilingual ITHelpdesk/Resource Techincian

Aegis People Support/ GSK Glaxo Smith Kline

Provides maintenance of the computer desktop environment by analyzing

requirements, resolving problems, installing hardware and software solutions,

and supporting the internal IT Helpdesk.

Responsible for administration and internal support of the Company’s

PCs, printers, servers, and related equipment.

Tasks include end user support license tracking and performing PC maintenance, upgrades and configurations.

Responsibilities:

Provide helpdesk support and resolve problems to the end users satisfaction via Live chat, email and telephone.

Monitor and respond quickly and effectively to requests received through the IT helpdesk

Monitor Service Desk for tickets assigned to the queue and process first in first out based on priority

Modify configurations, utilities, software default settings, etc. for the local workstations, SAP, Windows XP, Widows 7, Lotus Notes, Team viewer, Outlook, OCS, Antivirus and other softwares.

Utilize and maintain the helpdesk tracking software

Document internal procedures

Assist with on boarding of new users

Install, test and configure new workstations, peripheral equipment and software

Maintain inventory of all equipment, software and software licenses

Report issues to the Service Desk for escalation

Manage PC setup and deployment for new employees using standard hardware, images and software

Assign users and computers to proper groups in Active Directory

Perform timely workstation hardware and software upgrades as required.

March 2011- December 2012 Bahasa Malaysia Multilingual/Indonesia

IT Helpdesk Support Technician/Subject Matter Expert

Stefanini TechTeam/ Galileo by Travelport

Provides process updates to the team and point of escalation for complicated issues.

Provides specific product and software support to Galileo end-user and potential end-users, hence pre-sales and Marketing support for Malaysia, Singapore and Philippines using Bahasa, English and Filipino languages. While providing support, the project SLA's are to be adhered to while applying project and client specific procedures.

Analyzing support requests sent by the customers by calls, mail, web submit or any other means of communication as a consequence of a Client's request o Tech Team decision for change

Provides restorative or maintenance actions to resolve end-user problems. Respond to end-users problems based on standard procedures. Ensures systems are configure appropriately.

Provides training process updates to team and new hires and refreshment training for Market Specific. ( Malaysia, Singapore and Philippines.) If required provide GCC trend analysis report.

Conducts call monitoring for 1st level Helpdesk Agents.

Act as SPOC for technical Issues experienced by the team members and contribute to the reduction of escalations.

January 2010– February 2011 Bahasa Malaysia/Indonesia Multilingual IT Support Specialist

Sutherland Global Services / Microsoft Store ( Project Based )

Provides First-line (Tier1) Technical Support over the telephone or online by e-mail and sufficiently Serves Microsoft customers and Microsoft product users. Determines the customer’s issue by analyzing the symptoms and figures out the underlying problems before escalating the issue to a higher level TSR.

-Provides first contact resolution for Microsoft customers.

-Answers general inquiry about the Microsoft Store website.

-Verifying proper hardware and software set up.

-Processing Orders and Pre-sales for customer over the phone.

-Appropriately escalate issues to the designated departments.

-Provides step by step procedure on the downloading process.

-Uninstalling/Reinstalling basic software applications.

-Resolving customer’s username and password and product key issues

May - October 2009 Bahasa Bilingual Support Specialist

ALLSECTECHNOLOGIES INC, PHILIPPINES

Processing appointments for visa applicants in the Austrian embassy from Indonesia, Shanghai, Thailand, Philippines and USA.

Provides first contact resolution of customer support for the client's concern and general inquiries.

Jan 2007 – February 2009 Bahasa Malaysia/ Indonesia Multilingual IT Support Specialist

Vision-X / Western Union Financial Services Phils., Inc.

Handles request that facilitates the money transfer process from Customers/Agents

Across Asia pacific supporting Bahasa Malaysia/Indonesia/Tagalog Languages through phone or email.

- Provides first-level support for customer complains over the phone or by email.

- Provides Technical Support for multiple Agents/Sub- agents on their software and system issues.

- Resetting password and setting up accounts for new Agents and Sub-agents

- Analyzing and making decisions on fraudulent and suspicious transactions that

has compliance and security issues.

- Documents and escalates issues to relevant departments.

- Promotes Western Union products and services.

Freelance Jobs:

2009 -Present Freelance Vocal coach/Voice Over/Dubbing/Talent for Bahasa Malaysia/Indonesia

Red Glass Language Resources

-Talent for Bahasa Malaysia/Indonesia TV Commercials

-Vocal Coach for Bahasa Malaysia/Indonesia Voice Dubbing/TV Commercials

-Voice Over/Voice Bahasa Malaysia/Indonesia Dubbing for other Projects

-Translator for Bahasa Malaysia/Indonesia scripts to English and vice versa

January 2010 - Present Freelance Bilingual representative

INFORM SOFTWARE

Promotes updates about new Cisco products to the IT Managers in Indonesia.

Schedules face to face sales interview with potential clients.

Lead generation, Marketing research and Translation’

Invoicing and other related HR task.

Seminars & Trainings Attended

November 2006 Call Center Training Program, Informatics Institute Philippines

Education

2005 Mechanical Engineering - Vocational Diploma / Short Course Certificate

Don Bosco Technical College

Personal Particulars

Date of Birth: January 19, 1982

Marital Status : Married

Contact this candidate