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Cesar E. | Elance
 
176985602337900
Last Sign-in: Mar 6, 2014

Cesar E.

Customer Service Ace with BPO lead profile experie
   Philippines
  |   San Pedro , Laguna

Overview

Minimum Hourly Rate $9

Worked with strong global players in the outsourcing field.
* Leadership profile from a BPO industry: Operations, Quality and Training
* Bachelor's Degree in BSBA - Management Major
* 9 year BPO experience in Customer Service, Technical Support, Sales, Telecommunications, Finance

Proficient in call quality evaluations, coaching and mentoring functions. Prefers non-voice roles. Interested in data entry, management and web research tasks.

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Portfolio

? Financial industry Line of Business supporting a credit card portfolio. ? Profiled...
?Held squad level assemblies, product training and assessments (virtual and online);...
? Weekly client coordination of updates; Client and Operations calibration; Quality...
? Escalated call handling; authorized credit, refund, exchanges and adjustments ?...
? Developed and implemented guidelines and processes from a defined policy ?...

Skills (10)

Tested
Microsoft Excel 2010 Test
My Score
avg
Microsoft Word 2007 Test
My Score
avg

Employment

GE Money Servicing Philippines, Inc.
CREDIT FINANCE SPECIALIST
2010 - 2013
Financial industry Line of Business supporting a credit card portfolio. Profiled for a Customer Service LOB; Account management; Billing; Collections; Fraud release and detection authorizations;...
TeleTech Customer Care Management Philippines, Inc
OPERATIONS SUPERVISOR (TEAM LEADER
2009 - 2010
? Supervised 20 agents for a Telecommunications portfolio on a Customer Service LOB and one Subject Matter Specialist ? Directly reports to the Operations Service Delivery Manager ? Held squad...
ETELECARE GLOBAL SOLUTIONS, Inc.
UNIVERSAL QUALITY ASSURANCE OFFICER Tier 3
2007 - 2009
? Program roster mix: 58 agents, 4 SMEs, 4 TLs, under observation and coaching ? Covered programs: Tax Accounting software ¿ Customer Service, Mobile phone and routers manufacturer - Technical...
CONVERGYS PHILIPPINES SERVICES CORP.,
CUSTOMER CARE SPECIALIST (TIER 2)
2005 - 2007
CUSTOMER CARE SPECIALIST (TIER 2) - September 2006 to October 2007 • CUSTOMER CARE SPECIALIST (LEVEL 1) June 2006 to September 2006 • CUSTOMER CARE SPECIALIST (ENTRY DESIGNATION) December 2005 to...
ASIAN HOSPITAL AND MEDICAL CENTER, INC.
BILLING ADMINISTRATION OFFICER
2002 - 2005
? Developed and implemented guidelines and processes from a defined policy ? Trained and screened candidates for Billing designation ? Performance assessment using productivity data, interviews and...

Education

De La Salle University - Dasmariñas
B.S.B.A. - Business Management
- 2001
De La Salle University - Dasmari¿as
B.S.B.A. - Business Management
1997 - 2001
Overview  |  Job History  |  Portfolio  |  Resume/C.V.

Keywords

chat
e-mail
data entry
customer service
order management
ticket handling and management
non-voice
Filipino
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Identity
Username
CBEronicoJr
Type
Individual
Member Since
March 2014
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Cesar E. | Elance

Cesar E.