Call Center Customer Service
Resume:
JOEL J. CARASO
Mandaluyong City 1550
Mobile : +63-998-*******
Tel. No.: +63 2 85359157
+63 2 70004278
e-mail : **************@*****.***
****@********.***
**********@*****.***
OBJECTIVE
Optimize/leverage management/leadership ability from an IT standpoint; to excel in the ever-expanding field of Information Technology to broaden my skills to keep myself capable of coping with the latest technology.
PROFESSIONAL WORK EXPERIENCE
Shakey’s Pizza Asia Ventures, Inc. (SPAVI)
https://www.shakeyspizza.ph
IT Service Delivery Manager
December 16, 2021 – June 15, 2022
• Provide proper and reliable IT related services by the Service Management team, ensuring systems, methodologies and procedures are followed.
• Develop and review SLAs of IT Service Delivery Specialists, ensuring that all resources are in place to meet or exceed targets, jobs are completed on time according to guest specification while managing costs.
• Conduct regular review of service provision and guest satisfaction with key stakeholders, foresee any issues that may arise, and generate service improvement plans to increase value and quality.
• Maintain and coordinate the entire service function, managing the repair and service of the equipment and executing the functions of price, quality, and turnaround.
• Continually build the CRM database, focusing on determining and meeting guest needs, planning new services, including cost and schedule estimation and risk analysis.
• Facilitate system rollout with reference to service delivery, new IT product or services to concerned employees.
• Attend client service review meetings covering performance, service improvements, quality, and processes.
• Ensures that physical inventory levels of all IT equipment are monitored and replenished as needed.
• Ensure that physical inventory levels of all IT equipment are monitored and replenished as needed.
• Provides technical advice and assistance to assigned affiliates and explain technical concepts in non- technical terms to user to create required technological solutions that are most appropriate and user-friendly.
• Oversee quality and efficiency of IT programs by checking reports and updates based on plotted timelines.
• Institute internal safeguards on funds, assets, company properties and recommending improvements to maximize efficiency of office facilities, equipment, and intellectual properties among the many.
• Develop new and enhance work processes which shall include but not limited to upgrading and modifying procedures provide corrective actions to recurring problems including internal guest complaints, as well as preventive actions to avoid potential problems from occurring.
• Monitor compliance of employee/s under supervision to all regulatory requirements.
• Enforce the Employee Code of Conduct within the department.
• Assist in employee selection, hiring, training, placement, movement, rewards, and recognition of employees under supervision
• Partner with immediate reports in planning, implementing, and evaluating result of developmental activities designed to improve performance and/or advance career within the company (transfer or promotion).
• Evaluate the performance of immediate reports on a regular basis. C3/Everise
https://weareeverise.com/
Experience Enabler – Manager, Client Technology
December 10, 2020 – June 30, 2021
• Responsible for proactively managing the IT relationship between clients and internal teams.
• Lead clients by providing overall proactive management for all technical related issues by leveraging standardized procedures and best practices for support to resolve production issues quickly.
• Will lead projects from conception through launch by managing client and internal stakeholder expectations around the solution, timelines, issues, risks, migration strategy and go-live support.
• Develop and report upon key performance metrics that show valuable client and IT engagement statistics that help drive overall success for each client.
• Create and maintain strategic relationships with key stakeholders within our customer organizations, including the IT Directors, CIO, and Line of Business leaders as well as technology professionals.
• Build on client intimacy and become a reference / consultant for customers.
• Demonstrate a deep understanding of the market forces affecting our clients and offers insight into new ways of achieving objectives.
• Must be a change agent by articulating the case for change and helping our clients evolve by leveraging IT differently for better business outcomes.
• Is responsible for sustainable growth through routinely partnering with Services Sales and other Services personnel to strategize on ways to create new opportunities within the accounts they service.
• Is responsible for the profitability of our services through portfolio management including contract consumption, contribution margin, operational expense management, and revenue growth, all in a manner consistent within Company legal, fiscal and personnel policies.
• Occasionally leads sharing of best practices and guidance with team community.
• Consistently establishes and maintains working relationships with internal support delivery teams, customer support teams, customer and materiel representatives.
• Frequently establishes and maintains relationships with Field Sales and internal client lines of businesses.
Teleperformance – Asia Pacific Region
https://www.teleperformance.com/
Technical Account Manager
September 30, 2019 – October 16, 2020
• Works directly with the Teleperformance client base and owns the overall IT relationship between the client's IT department and Teleperformance. In most cases these are Teleperformance's largest and most complex clients. The single point of contact and advocate for the client and their initiatives within Teleperformance APAC Region; Indonesia, Malaysia, China, Singapore and Japan.
• Oversees all technical aspects of client and their projects, including technology health.
• Gains a thorough understanding of the client's IT environment and initiatives.
• Sets deadlines, assigns responsibilities, and monitors and summarizes progress of projects.
• Prepares reports for upper management regarding status of client and their project.
• Become familiar with and demonstrate a variety of contact center concepts, practices, technology, and procedures.
• Relies on experience and judgment to plan and accomplish goals and drive overall client satisfaction.
• Leads and directs the work of others. A wide degree of creativity and latitude is expected when coordinating with the client and the different cross-functional teams within the organization.
• Coordinates with the IT teams in order to provide timely delivery of project requirements as per client's request. Projects include new initiatives, new locations to provide service from, new technologies, and environment upgrades.
• Ensures all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc. Ensure exceptions or infractions are escalated to management appropriately.
• To be accessible, approachable and responsive to client requests.
• Holds regularly scheduled meetings for project review, open items, and task review.
• Thrives as a team player in a fast-paced, high-energy, change-oriented environment.
• Participates and addresses production affecting outages specific to assigned client.
• Evaluates client projects and offers technical solutions to fill gaps and improve or enhance performance.
• Assists with completing and updating technical documentation.
• Assists in facilitating client and internal audits of the client's technical requirements. Concentrix Philippines, Inc.
https://www.concentrix.com
IT Service Delivery Manager
February 1, 2014 – April 7, 2017
• IT Operations Manager/point of escalation; South Cluster Tower Leader – Hanston, CyberOne, Cyberwest, Nuvali and Naga.
• People Manager of IT Site Managers for South Cluster/Domain, IT Incident Managers & TSE for Hanston Site.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the- art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Attend regular IT and Site/Cluster Management Committee meeting in collaboration with IT/Production/Department Leaders to gather concerns, to present initiative and provide update on accomplishments from an IT standpoint.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Provide approval on Change Request for major/minor activity on have effect on Production’s Operations.
IBM Solutions Delivery, Inc.
http://www.ibm.com/ibm/ph/en
Advisory Technical Services Manager
May 9, 2005 – January 31, 2014
• IT Contact Center Technology Manager/point of escalation; CRM & NCRM – Voice Network standpoint; IT Voice Telephony Competency and Tower Leader.
• People Manager of CCT/Voice Network Team for CRM (IBM Global Process Services) & NCRM (IBM Business Services), Telecoms Team for CRM; IT Shared Services.
• Handle project on case-to-case basis for new account, migration and ramp-up for Voice Network perspective.
• Oversee real time monitoring of all primary leased lines/backup lines to ensure functionality as well as monitoring of alarm on Telephony devices and act to resolve immediately during green/lean window of affected device.
• Ensure daily system checklist is performed by the Team accordingly; for all Voice Network equipment/devices such as PBX and Adjunct Systems utilized by Operations/Production.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Coordinate with various IBM vendor/Principal Vendor with regards to opening of ticket and support update.
• Provide approval on Change Request for major and minor activity on Telephony devices which have effect on client setup.
• Attend regular IT Management Committee meeting for IBM GPS and ISD in collaboration with IT Leaders to gather concerns, to present initiative and provide update on accomplishments for Voice Network/Telephony perspective.
ESS Manufacturing Company, Inc. (EMCI)
http://www.innodata-isogen.com
41/F & 42/F floor PBCom Tower
6795 Ayala Avenue, corner Hererra St.,
Salcedo Village, Makati City 1226
Network Engineer/Data Communications Administrator Systems Section – Telecoms Group
Global Technology Department
September 1, 2003 – May 2, 2005
• Real time monitoring of all primary leased lines/backup lines.
• Coordinate with Telcos to resolve leased line problems.
• Configuration, maintenance & monitoring of local and remote Cisco Routers.
• Prioritization of traffic and bandwidth utilization monitoring.
• Filter unnecessary/unauthorized connections.
• Administer RAS, VPN & backup ISDN DDR.
• Maintain Network equipment.
• Installation of local extensions.
Data Transmission Telecoms Assistant
Systems Section – Data Transmission Group
Global Technology Department
September 9, 2002 – August 31, 2003
• Facilitate all data transmissions between overseas clients and the company via modem, E-mail, and File Transfer Protocol, Internet and LAN/WAN.
• Maintain and administer of all transmission servers by monitoring all users and giving the necessary rights and privileges to persons accessing the servers.
• Back-up and long-term archiving of all files received and transmitted to and from the client.
• Coordinate and assist the client's technical personnel in troubleshooting data transmission problems and modifications.
• Monitor leased line traffic, bandwidth use and allocation.
• Coordinate the effective utilization of data transmission resources and systems to provide high quality customer service.
Innodata Philippines, Inc.
Jr. Systems Engineer
June 16, 2000 – September 6, 2002
http://www.innodata.com
2900 Faraday St., corner South
Superhighway, Makati City 1200
• Provide first line of support – using basic troubleshooting skills for phone calls and network monitoring pages.
• Operate internal help desk supporting end-user both for Innodata facilities and eventually other facilities as well.
• Act as a Network Engineer to standardize LAN/WAN setup of Innodata networks.
• Maintain network and support more than 100 servers interconnected with more than 2000 workstations running in multiple operating systems (Windows NT/2000, Novell Netware).
• Troubleshoot technical problems over the phone (Network/PC/Telecoms problems) or gather all information necessary for quick problem overview/resolution by the correct System's support sub-groups.
• Monitor Wide Area Network (WAN) interconnections from all other facilities linking to Manila & to New Jersey (Inno_Central).
• Provide technical assistance to user of other organizational units regarding hardware/application software setup & configuration
Sky Internet
Customer Technical Support
January 14, 2000 – June 14, 2000
http://www.skyinet.net
1670 Lower Ground Victoria I Bldg.,
Quezon Avenue, Quezon City
• Provide technical support for Internet users as well as quality support with a high degree of technical expertise, customer service and timeliness.
• Install, configure, upgrade and troubleshoot computer hardware, software and programs, installs Windows 9x/2000 operating systems and other programs for Internet applications.
• Responsible for all Internet related inquiries/ problems which includes configurations of communications/dialer, software such as browsers, E-mail programs, chat, FTP, compression utility, anti-virus & plug-ins.
• Troubleshoot common errors for the following operating system such as Windows 9x/2000/NT, Mac OS, Red Hat Linux.
• Research, resolve and respond to questions received via telephone calls, E-mail and call back in a timely manner, in accordance with current standards.
• Provide Bench work and Onsite services to subscribers. Earth Gate Information Services, Inc.
Technical Support Engineer
March 9, 1999 – February 1, 2000
http://www.egis.net
Suite 302 OMM-Citra Building,
San Miguel Ave., Ortigas Center
Pasig City 1600
• Provide technical support for Internet users as well as quality support with a high degree of technical expertise, customer service and timeliness.
• Responsible for all Internet related inquiries/ problems which includes configurations of communications/dialer, software such as browsers, E-mail programs, chat, FTP, compression utility, anti-virus & plug-ins.
• Troubleshoot common errors for the following operating system such as Windows 9x/2000/NT, Mac OS, Red Hat Linux.
• Create and maintain User accounts.
• Provide accurate and creative solutions to network problems to ensure network reliability.
• Research, resolve and respond to questions received via telephone calls, E-mail and call back in a timely manner, in accordance with current standards. SPI Technologies, Inc.
Document Analyst
January 26, 1998 – August 3, 1998
http://www.spitech.com
SPI Bldg., Pascor Drive, Sto. Niño,
Parañaque City 1700
• Apply superior interpretative skills, analyze documents from lawsuits involving anti-trust, environmental, insurance, patent infringements, Y2K expenditures, pharmaceuticals, product liability, financial issues among others. Conversion of evidence related documents into a searchable CD-ROM format for corporations involved in major litigation.
• Analyze legal documents into a computer readable form.
• Code the documents, scan and tag files.
EDUCATION
Bachelor of Science in Electronics & Communications Engineering (BSECE). University of the East – Caloocan City, Philippines. College of Engineering
1992 – 1997
PHILIPPINE GOVERNMENT LICENSURE EXAM
Passed the Electronics & Communications Engineer Board Examination PRC License No.: ECE 16590
April 21 – 22, 1998
ORGANIZATON
IECEP – Institute of Electronics & Communications Engineers of the Philippines JCI – Junior Chamber International Philippines, Jaycees Mandaluyong IEEE – Institute of Electrical & Electronics Engineers of the Philippines AWARD & RECOGNITION
IBM Top Talent Awardee – 2011
IBM IT Gem Awardee – 2011
CERTIFICATION
CPISI – Certified Payment Card Industry Security Implementer; PCI DSS ACIS – Avaya Certified Implementation Specialist
ITIL v3 Foundation – Information Technology Infrastructure Library Six Sigma Yellow Belt
SEMINARS & TRAININGS ATTEND
PCI DSS Training
SISA Information Security
Concentrix Philippines, Inc.
Basic Occupational Safety & Health (BOSH) Course
Coshemap Academy of Safety & Technology
March 14 – 18, 2016
7 habits of highly effective people
Critical Thinking
Six Sigma Training
IBM Business Process Services
ITIL v3 Foundation Training
IBM Solutions Delivery
Verint System Administration Training
Verint Headquarter Hong Kong
IP Telephony Training
Teledata Philippines Inc., October 2010
Prognosis Training
IBM GPS, May 2011
Cisco IPT Training
IBM GPS, June 2011
Avaya CMS and AES Training
DTSI Office, December 2014
Avaya CM and AES Training
DTSI Office, December 2011
LINUX 101 - Systems Administration & Network Management Q Linux Labs Open Source Proficiency Center
December 3 –7, 2001
LINUX 101 - Basic Linux Installation & Configuration Q Linux Labs Open Source Proficiency Center
September 10 –14, 2001
RS/6000 Magic of UNIX
IBM Philippines, Inc. – EDSA Shangri-La Hotel
October 21, 1999
Computer Systems Training
AREN Computer Services
July – August 1998
SKILLS
HARDWARE
PBX; Avaya/Cisco
Router; Cisco Router
Switches; Cisco, 3Com
Processor; Intel based platform
OPERATING SYSTEM Windows Platform, Red Hat Linux, Novell Netware, Sun OS, Android OS MONITORING TOOLS MRTG, IPSentry, What’s-up, HP OpenView, Prognosis, SolarWind APPLICATION : MS Office, Netsuite
PERSONAL INFORMATION
Nick Name : JO
Sex : Male
Date of Birth : 21st December 1975
Place of Birth : Mandaluyong City
Marital Status : Single
Height : 5 ft. 7 in.
Weight : 154 lbs.
Religion : Roman Catholic
*References are available upon request.
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