Business Development Manager /IT Services
CAD GULF LLC
Total years of experience :9 years, 7 Months
November 15 2013 -PRESENT- CAD GULF LLC.
(Sheik Zayed Rd, Dubai UAE)
- Business Development Manager /IT Services
- Provides IT Sales and Annual Maintenance Contracts Requirements
- Meets CEO, IT Managers, and IT contact person to offer IT hardware software or support services.
- Send proposals with coverage and creates quotations that would fit the client's needs
February 15 2013 - Sept 2013 - IBM Global Process Services. Inc.
(UP Ayala-Techno hub, Philippines)
- Customer Care Specialist
-Fraud/Collections Account
-research on credit cards and bank discrepancies and disputes
- provides banking support
• March 5 2007- October 6 2012 - Del International Services Phils. Inc.
Eastwood City Libis, Philippines
Dell Certified System Expert
Inbound Hardware Technical Support (Tier1)
-trained to troubleshoot hardware issues on Dell systems over the phone
Inbound Sales Support
-trained to offer and provide total solutions to the customer over the phone, meaning after resolving the customer's issue you will need to check if he needs to buy something to maximize the performance of the customer's system
Customer Care support
-trained to provide the needs and request of the customer, including concessions refunds etc.
Resolution Specialist
*Took executive escalation
- Calls that might lead to legal actions against the company
- Emails directed or addressed to the CEO of the company
-provides training with new updates
Dell On Call support (fee-based)
-trained to position paid software support if needed. Mainly to remove viruses, spywares and other infections inside the customer's Operating system without Data removal and caters Data retrieval. Support covers software issues outside of the hardware warranty scope.
Head of Dell's Winning Culture Department
- Creates events and organizes parties that would initiate the work-life balance that the company believes in.
- Case Ownership Management Team
- follows up on customer's issue. Ensuring that all closed issues were resolved
- Case Mentor Back End support
- escalates issues to different internal departments, to expedite resolution.
- Case Mentor (Manager Level) provides assistance to agents and acts as a manager in terms of resolution
-audits the agents logs and check ownership misses. Sends daily report for all open and close cases with Pivot and graph using MS excel. Creates processes on what the agents needs to follow.
- reviews the need of the site and creates process to address issues on operations.
- meets site leaders all over the country and abroad to calibrate the effectivity of the solution
• May 2004- Feb 2007 - People Support Inc.
Makati (currently AEGIS People Support)
- General Support (Tier1)
- VIP Customer Support
- Technical Support Specialist (eRep)
- handles foreign clients, dealing with Domain Name Registrations and other online purchases attached to an account
- Web Hosting
Creates websites and upload sites using FTP (File Transfer Protocol) access
- Email and Fax department auxiliary support.
Answers emails and processes fax and always get an outstanding (O) rate in terms of productivity
- VIP customer
Assist VIP customer needs; multiple domain name inquiry, the ability to systematically manage customers' accounts.
- Website Support
- Subject Matter Expert
- assists agents on inquiries and takes escalation calls
- conducts trainings and creates modules
• April 2002 - May 2002- Specialized Cleaning Services
(On-the -Job Training)
Clerical jobs such as: encoding papers, faxing and calling customers.
2000 - 2004 UNIVERSITY OF SANTO TOMAS Bachelor of Arts and Letters
1996 - 2000 UNIVERSITY OF SANTO TOMAS High School Diploma, March 2000
1989- 1996 UNIVERSITY OF SANTO TOMAS Elementary Diploma, March 1996