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Herwin Ray Delos Santos, Document Controller / Admin Secretary

Herwin Ray Delos Santos

Document Controller / Admin Secretary·GRANADA EUROPE ENGINEERING CONSTRUCTION LLC

United Arab Emirates

Bachelor's degree, Computer Engineering

Work experience

Total years of experience: 12 years, 9 months

Document Controller / Admin Secretary

May 2026 - Present

GRANADA EUROPE ENGINEERING CONSTRUCTION LLC

Dubai, United Arab Emirates

May 2026 - Present

Company industry:
Construction & Building
Job role:
Engineering

Team Manager (Inbound Sales & Suppor)

November 2023 - August 2025

Sutherland Global Services - Philippines

Angeles City, Philippines

November 2023 - August 2025

● Led and coached a team of sales and support agents to meet and exceed monthly KPIs and revenue targets.
● Conducted annual performance reviews, provided real-time feedback, weekly and monthly coaching to improve conversion rates.
● Monitored call quality and customer interactions to ensure compliance with GoDaddy’s brand standards.
● Present weekly and monthly business reviews with the client. Strategically provide highlights and lowlights for the week or month.
Company industry:
Business Process Outsourcing (BPO)

Customer Care Representative (Specialist)

September 2022 - June 2023

iQor Philippines

Angeles City, Philippines

September 2022 - June 2023

● Resolved complex billing and technical issues for T-Mobile customers while maintaining high CSAT scores.
● Identified opportunities to upsell products and services tailored to customer needs.
● Navigated multiple software systems to manage account information and troubleshoot
device connectivity.
Company industry:
Business Process Outsourcing (BPO)

Technical Service Representative (TSR Chat & Email Support)

September 2020 - September 2022

TopData Global IT Services

Angeles City, Philippines

September 2020 - September 2022

● Provided real-time technical assistance via chat and email for VPN installation and network configuration.
● Troubleshot connectivity issues across various platforms (Windows, Mac, iOS, Android).
● Documented technical bugs and escalated critical security concerns to the engineering team.
Company industry:
Business Process Outsourcing (BPO)

Accounts Receivable Officer / Admin Support

September 2017 - February 2020

Professional Business Outsourcing Global

Angeles City, Philippines

September 2017 - February 2020

● Managed debt collection and payment reconciliation for an Australian accounting firm. ● Provided administrative support, including record-keeping and data entry for marketing
campaigns.
● Communicated with stakeholders to resolve invoice discrepancies and ensure timely
payments.
Company industry:
Business Process Outsourcing (BPO)

Administration Assistant

June 2015 - May 2017

MAB Facilities Management LLC

Al Ain, United Arab Emirates

June 2015 - May 2017

● Acted as Executive Secretary for the Sales & Marketing Manager - Preparing Lease
Agreements for new tenants for building accommodations in Al Ain Operatives Village (Al Dar Operative Village)
● Prepare flight and hotel arrangements for my Manager through the HR
● Coordinated facility and building maintenance schedules
● Maintained comprehensive administrative records, executive correspondence and organized office workflows to increase efficiency
Company industry:
Facilities & Property Management
Job role:
Administration

Senior Sales & Service Representative (CSR/TSR)

June 2013 - October 2014

Convergys Philippines Incorporated

Mandaluyong City, Philippines

June 2013 - October 2014

 Proactively Offer Company Products & Services
 Courteously answering all incoming calls
 Helping, guiding and advising the callers to their queries
 Solving Customer’s Technical, Account & Billing Problems
 Saving Memo’s on & after phone conversation
 Provides First Call Resolution to customers.
 Making follow ups.
 Editing, Upgrading Accounts and Accounts’ Information
 Strictly following Company Policy, Rules & Regulations

AWARDS Received: - SALES CHAMPION JANUARY 2014 - SEPTEMBER 2014
- Team TOP Seller from August 2013 to September 2014
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Document Controller / Executive Secretary

May 2010 - May 2012

Fairyland Solar Lights L.L.C.

Abu Dhabi, United Arab Emirates

May 2010 - May 2012

● Handled executive secretarial work for the company’s Managing Director.
● Manage and update documents submitted to and from clients, potential clients, and with
the manufacturers or suppliers overseas. Includes checking the accuracy of the document submittals (shop drawings, proposal, etc), maintaining proper versioning, compliance with the client’s requirements and procedures. With organized archiving systems for both electronic and hard-copy documentation for easy retrieval.
Company industry:
Electric Power Production & Transmission
Job role:
Management

Education

Bulacan State University

April 2008

April 2008

Bachelor's degree, Computer Engineering

Philippines

GPA (rating): Very good

GPA (rating): Very good

I'm an undergraduate of BS Computer Engineering (2yrs).

Pampanga Colleges

April 2006

April 2006

High school or equivalent, High School

Philippines

GPA (percentage): 87%

GPA (percentage): 87%

High School Diploma attested by the UAE Embassy.

Skills

Policy 2FProcedure Development
Expert
Policy 2FProcedure Development
Expert
Customer Data Integration
Expert
Customer Data Integration
Expert
Services Marketing
Expert
Services Marketing
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Microsoft tools
Expert
Microsoft tools
Expert
Team Leadership
Expert
Team Leadership
Expert
Management
Expert
Management
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
CRM software
Expert
CRM software
Expert
Documentation
Expert
Documentation
Expert
Document Control
Expert
Document Control
Expert
Google Apps
Expert
Google Apps
Expert
Critical Thinking
Expert
Critical Thinking
Expert
Administrative
Expert
Administrative
Expert
Customer Service
Expert
Customer Service
Expert
Microsoft Office Applications
Expert
Microsoft Office Applications
Expert
Administration
Expert
Administration
Expert
Email Management
Expert
Email Management
Expert
Sales
Expert
Sales
Expert
Data Entry
Expert
Data Entry
Expert
Call Center
Expert
Call Center
Expert
Customer Care
Expert
Customer Care
Expert
Proactivity
Expert
Proactivity
Expert
Contact Centre
Expert
Contact Centre
Expert
Contact Center
Expert
Contact Center
Expert
Marketing
Intermediate
Marketing
Intermediate
Accounting
Beginner
Accounting
Beginner
Call
Expert
Call
Expert

Languages

English
Expert
Tagalog
Native Speaker

Training and Certifications

Certifications
Auto-CAD
Auto-CAD
Training
Leadership Training (for Team Managers)
Sutherland Global Services
May 2024
Military Science 11 to 42
Army Reserved Command, Philippine Army
Jun 2006

Hobbies

  • Chess
    Completion of Military Science 42 and member of the Reserved Army of the Philippines.