Inbound CSR to Sales Rep
TELETECH
Total years of experience :30 years, 6 Months
Company: TELETECH 2nd Floor Robinsons. Sta.Rosa, Laguna
Job Title: Inbound CSR to Sales Rep. May 18, 2010 - March13, 2014
JOB DESCRIPTION:
Primary Responsibilities:
1. Handles customer inquiries related to billing, internet activation and sales which include inbound sales, up-selling customer account retention, re-contracting and lead generation.
2. Provides accurate and timely resolutions to all customer issues in a detailed and professional manner.
3. Ensures all customers' inquiries are resolved right on the first call and create good advocacy behavior to make sure customers stay happy with Telstra and encourage their friends and loved ones to become
Telstra customers as well.
4. Ensure compliance and adherence to company targeted operational metrics especially on NPS as this
serves as a major bench line on how customers rate Telstra as a preferred Telco company.
5. Educate customers on all inquiries related to the services and account they have as well as on other technical matters related to internet / fixed lines and mobile systems and plans.
6. Performs cross functional jobs which included Credit Management functions, basic technical support and floor / support.
My job as a Customer Service Representative basically involves
handling all customers inquiries related to internet broadband activation, fixed line and mobile activations, billing inquiries and payments, account changes, maximizing sales opportunities by offering current products, up-selling, customer retention and providing general information about internet systems, plans and pricing as well as mobile phone and fixed landlines plans and pricing.
Flex U
• Cellphone Troubleshooting /Repair Celfix Enterprises May 12-23, 2003
• Appreciation Course on ISO 14001 Ms. Jocelyn Bedano Jan..19, 2000
Network Systems Int'l @ TEMIC
• Product Knowledge and safe handling Mr. Nick Inoncillo Feb. 14, 2000
session on N2 and VIE operation CIGI @ TEMIC
• Measurement Systems Analysis OMNEX May 10-11, 1999
@ New WorldHotelMakatiCity
• Industrial Electronics NMYC June 18-Aug. 10, 1990
NationalSkillsTrainingCenter
Taguig, MMla.
Nuvali, Sta.Rosa, Laguna Site Mar. 16, 2009 - Oct. 30, 2009
• Continuous Process Improvement @ FEAC - Seagate Feb .5-9, 1991
Sta.Rosa, Laguna
Customer Service Rep. CONVERGYS
Alabang Site, Northgate Cyberzone Nov. 20 2008 - Jan. 16 -2009
Company: CONVERGYS Alabang Site / Sta.Rosa Site
Job Title: Inbound CSR / Outbound Collector Nov. 20, 2008 - Jan. 16, 2009
• Statistical Design of Experiments Dr.E.Barrios PhD @ TEMIC July 4-7, 1997
• Understanding the Fundamentals of HAKKO ( P) @ PICC April 25, 1997
Soldering Technology Roxas Blvd, Manila
• SMT / Thru-hole Hands on workshop PACE Inc. May 15, 1996
Sr. Process Engineer Flextronics - FCG Division Feb .13, 2006 - Jan 31, 2007
Doumen, China
TEMIC
• CIG Solderwave Basic Operation and @ TEMIC July 3-6, 1999
Maintenance Level 1
Sales Director Earth and Style Corporation Feb. 5, 2003 - Dec. 30, 2005
Emerald Avenue, OrtigasCenter
PasigCity, Metro Manila
Manufacturing Engineer Flextronics Int'l. ( M) Dec. 5, 2000 - June 30, 2001
Melaka, Malaysia
Sr. Process Engineer TEMIC - RF Technologies April 8, 1991 - July 8, 2000
• Internal / External Auditing Course TUVRheinlandAcademy (P) Apr. 28-30, 1999 for ISO 9002 / QS 9000 Ayala, Alabang
• Statistical Process Control ( Level 2) TUVRheinlandAcademy ( P) Jan. 22-23, 1999
Ayala, Alabang
• Failure Mode and Effect Analysis Engr. Follezer Samson May 13-14, 1999
• DEK 265 Basic Operation and DEK Asia Pacific Ltd. May 23-26, 1998
Maintenance level 1 @ Singapore
• Static Control 3M Telecom Group @TEMIC Aug. 16, 1994
• 5 S's of Housekeeping @ TEMIC Aug. 11, 1994
• Identification and Converter Systems 3M @ TEMIC May 15, 1994
• TEAM Centered Leadership @ TEMIC Oct .20-21, 1993
• Failure Analysis MIRDC June 7-12, 1993
Bicutan, TaguigMMla.
• Statistical Process Control Mrs.JinnyTesnado June 2-7, 1991
@ TEMIC
Company: SEAGATE - FMCI / FEACBagumbayan, Taguig Metro Mla
Job Title: Sr. Process Engineer Oct 26, 1987 - Mar 31, 1991
( HEAD STACK ASSEMBLY)
JOB DESCRIPTION:
Lead and manage a team of Process Engineers and technicians providing process engineering
Sustaining support for the entire Corewinding assembly line which include the Materials prep area,
Corewinding main assembly area which include sanding, winding, wire tinning, Inductance Test, Hipot
Test and the rework area.
JOB RESPONSIBILITY:
1. Monitor process performance on qualified processes and establish good controls to maintain process
performance,
2. Improve on qualified processes using quality improvement tools.
3. Troubleshoot process issues, establish corrective actions and specifications to be followed.
4. Work on productivity improvement thru process changes, document them as well as implement process
capabilities.
5. Run evaluation lots to determine effectiveness of recommended engineering evaluation runs and monitor / gather the yield and quality data.
6. Initiate cost reduction activities thru simplified rework procedures or scrap recovery activities.
7. Conducts training and cross training of operators to maximize efficiency and productiveness.
Companies: Ionics Circuits Incorporated Feb 25, 1986 - October 1, 1987
Pasong Tamo Extension MakatiMMla.
QC / QA Supervisor Sprague Phils. Inc.
Jan. 3, 1985 - July 1, 1985
South Superhiway, Paranaque, MetroMla.
Company: SPRAGUE Philippines Inc. Soreena Ave.SSHiway Paranaque MMla.
Job Title: QC / QA Supervisor January 3, 1985 - July 1, 1985
JOB RESPONSIBILITY:
Manage a team of QA inspectors and technicians handling the end of line operations which include the Mold station, Temp cycle, Bottom Mark, Laser Mark, DTF, Tinplating and Solder Dip,
Singulation, Top Marking, External visual Inspection, Open Short Test . Outgoing QA buy-off station.
1. Ensure that daily WIP and MRB on hold lots are reviewed for prompt disposition.
2. Ensure that adequate manpower resource plan is provided to support production.
3. Take appropriate actions for out of control trends in line monitors and investigate the cause of uptrend defects.
4. Operate and train technicians on automated inspection machines.
5. Ensure all equipment are properly calibrated.
6. Maintain high standard of discipline, safety and housekeeping in QC/QA.
7. Ensure the OQA operations are always in compliance to quality standards ( e.g. quality records,
specs update and review, ESD self audits .)
8. Ensure that packing material quality are continuously monitored and analyzed.
• Statistical Quality Control Engr.PoncianoCorsame Mar.-June 1985
@Sprague Phils Inc.
• Wafer Fabrication Ms.JinnyAngue May 3-15, 1985
@ Sprague Phils Inc.
Integrated MicroElectronics Inc. July 28, 1983 - Dec. 31, 1983
Bo. Cupang, Paranaque, MMla.
Production Supervisor Integrated MicroElectronics Inc. July 28, 1983Dec.31, 1983
Bo.Cupang, Paranaque, MetroMla.
Production Supervisor American Microsystems Inc. June 26, 1982 - May31, 1983
Sucat Road, Paranaque Metro MMLA.
American MicroSystems Inc. ( P) June 26, 1982 - May 31, 1983
Sucat Road, Paranaque, MMla.
JOB TITLE: PRODUCTION SUPERVISOR
JOB RESPONSIBILITY:
1. Lead and manage and train a team of production technical assistants, line leaders, expediters and operators in the day to day operations to meet daily targets.
2. Plan and schedule production capacity with reference to demand forecast so as to meet shipment
schedule.
3. Maintain the optimum productivity and quality level of production operation to regular review and control of production performance.
4. Clarify, analyze and correct production line discrepancies and implement corrective action to maintain the optimum production capability.
5. Provide workforce motivation, guidance and leadership to all subordinates in accordance with the job requirements, standards and quality criteria.
6. Review the production systems and procedures and recommend changes to achieve higher efficiency.
7. Resolve and handle line related and preventive maintenance issues and understand equipment
equipmentcapacities and constraints so as to identify, handle and resolve them.
8. Ensure and uphold safety, discipline and housekeeping compliance in work areas by all personnel.
9. Ensure proper documentation and data integrity of all WIP lots.
10. Review periodically the job performance of production staff and operators and make appropriate
recommendations to the Production Manager.
11. Prepare, check and compile data and information concerning Production Performance Indices and submit the reports that will serve as basis for management decision.
12. Assists the Production Manager in evaluating the monthly, quarterly and yearly performances.
SPECIAL SKILLS. TRAININGS AND SEMINARS COMPLETED
Course Conducted by / Venue Date
• 01005 Factory Qualification Training Fredrik Mattsson Jan. 8, 2007
Flex U
• Business Basic Programming ComputechTrainingCenter Aug-Sept .1981
MakatiCity
Position Company / Address Tenure
Inbound CSR TO Sales Rep. TELETECH May 18.2010 -- M arch 13, 2014
2nd level RobinsonsMall
Position Company / Address Tenure
Inbound CSR TO Sales Rep. TELETECH May 18.2010 -- M arch 13, 2014
2nd level RobinsonsMall
Sta.Rosa, Laguna
Customer Service Rep. CONVERGYS
Alabang Site, Northgate Cyberzone Nov. 20 2008 - Jan. 16 -2009
Nuvali, Sta.Rosa, Laguna Site Mar. 16, 2009 - Oct. 30, 2009
Sr. Process Engineer Flextronics - FCG Division Feb .13, 2006 - Jan 31, 2007
Doumen, China
Sales Director Earth and Style Corporation Feb. 5, 2003 - Dec. 30, 2005
Emerald Avenue, OrtigasCenter
PasigCity, Metro Manila
Manufacturing Engineer Flextronics Int'l. ( M) Dec. 5, 2000 - June 30, 2001
Melaka, Malaysia
Sr. Process Engineer TEMIC - RF Technologies April 8, 1991 - July 8, 2000
FTI Taguig, Metro Manila
Sr. Process Engineer Seagate - FMCI / FEAC Oct. 26, 1987 - Mar. 31, 1991
4th Ave.BagumbayanTaguig Metro Mla.
Position Company / Address Tenure
Inbound CSR TO Sales Rep. TELETECH May 18.2010 -- M arch 13, 2014
2nd level RobinsonsMall
Sta.Rosa, Laguna
Customer Service Rep. CONVERGYS
Alabang Site, Northgate Cyberzone Nov. 20 2008 - Jan. 16 -2009
Nuvali, Sta.Rosa, Laguna Site Mar. 16, 2009 - Oct. 30, 2009
Sr. Process Engineer Flextronics - FCG Division Feb .13, 2006 - Jan 31, 2007
Doumen, China
Sales Director Earth and Style Corporation Feb. 5, 2003 - Dec. 30, 2005
Emerald Avenue, OrtigasCenter
PasigCity, Metro Manila
Manufacturing Engineer Flextronics Int'l. ( M) Dec. 5, 2000 - June 30, 2001
Melaka, Malaysia
Sr. Process Engineer TEMIC - RF Technologies April 8, 1991 - July 8, 2000
FTI Taguig, Metro Manila
Sr. Process Engineer Seagate - FMCI / FEAC Oct. 26, 1987 - Mar. 31, 1991
4th Ave.BagumbayanTaguig Metro Mla.
Production Supervisor Ionics Circuits Inc.
Feb. 26, 1986 - Oct. 1, 1987
2296 Pasong TamoMakati, MetroMla.
Completed a degree in Engineering ( BS ECE ) from one of the best universities in the Philippines. This education is supplemented by various and broad experience not only in the field of electronics manufacturing but as well as in real estate sales, insurance sales and as a customer service representative for the leading US and Australia's telecommunications company and also as an outbound collections representative for a leading US commercial bank.
BS ECE University of Santo Tomas 1976 - 1981 Espana, Manila
Secondary Saint Peter's School 1972 -1976 Calauag, Quezon
Course School / Address Year Inclusive Primary Calauag Elementary School 1966 - 1972 Calauag, Quezon
MBA ( units) San Sebastian College Nov.1981 - Mar.'82 CM Recto, Manila