Abelard Nicasio

ABELARD S.J. NICASIO email:-| mobile: - MOLAVE ST, BANABA COURT, NAYONG SILANGAN SUBD ANTIPOLO CITY 1870, PHILIPPINES CSR/ TEAM LEAD/ FREELANCER PROFESSIONAL EXPERIENCE UPWORK/FREELANCERPH/ONLINEJOBSPH FREELANCER I 2015 - PRESENT CSR Sales and Marketing Web Research Administrative Support Transcription Human Resources Layout Design Photo Editing Market Research Lead Generation TRANSCOM WORLDWIDE (PHILS), INC TEAM LEADER (2015 AUGUST 03 – 2017) Supports motivates and develops Customer Service Representatives to meet campaign minimums. Communicates client campaign objectives to individuals within the campaign. CSR’s first-line of campaign-specific information, and an expert on the campaign. Performs weekly effectiveness and efficiency coaching for the CSR to ensure accuracy and productivity. Conducts weekly side-by-side and quality audits, and helps in setting improvement and action plans for CSRs. Helps in developing and nurturing the culture in the organization, and in adding value to the company’s business model. Provides updates to the Operations Manager for client feedback. Handles escalations and high-level reports and investigations. PROCESS SPECIALIST (2012 NOVEMBER 23 – 2015 AUGUST 02) Subject Matter Expert for Comcast National campaigns – Real-Time Provisioning Chat, Manual Provisioning, and Digital Video and HSD Activations. Comcast is the largest cable operator and home internet and telephone service provider in the United States Supports the organization in terms of conducting process gap investigations identified in the programs and provide solutions and recommendations to the requesting department to help improve standards and processes. Dedicated resource in supporting Operations in partnership with other functional departments such as Client Operations Management, Client Services, Quality, and Training in setting quality improvement and action plans. Leads calibration sessions, and communicates new policies and updated processes to ensure the accuracy and productivity of the campaign. Ensures that campaign methods and procedures are implemented and complied with at all times. Responsible for keeping and archiving a library of product knowledge materials/modules. ASSISTANT TEAM LEADER (2011 MARCH 18 – 2012 NOVEMBER 22) Helped the team meet and exceed targets by managing operational performance by ensuring that real-time floor support was given to the representatives, addressing escalations and providing real-time solutions to customer concerns Met and/or exceeded own stats and goals while extending support to the Team Leader on analyzing performance drivers and recommending solutions. CUSTOMER ACCOUNT EXECUTIVE (2008 AUGUST 14 – 2011 MARCH 17) Assisted Comcast tiers and Best Buy representatives via Live Chat in provisioning the customer’s cable boxes, and internet and phone modems in their accounts. Handled Return Merchandise Authorization (RMA) requests via Live Chat with customers who would like to return their Comcast equipment. Part of the Escalations Team and assigned to the Swivel Project that ensures all orders for Comcast Cable, High-Speed Internet, and Digital Voice Self Installation Kits are correctly processed and placed in the Order Management System. Manually provisioned Cable Modems and EMTAs for Comcast High Speed Internet and Digital Voice service. Handled back office processes for Comcast Digital Voice service in the Freedom Region (Pennsylvania, New Jersey, and Delaware) that ensures 100 percent work order accuracy. Made Outbound Calls to ensure the completion of the Third Party Verification, a mandated regulation by the Federal Communications Commission, for customers requesting Local Number Portability. Resolved Serviceability and Local Number Portability issues, increasing the number of closed business deals. Handled sales transactions via Live Chat for Comcast. Turned prospects to new customers by developing, executing and/or following an effective sales strategy. STREAM GLOBAL SERVICES CUSTOMER SERVICE ASSOC. (2007 OCTOBER 01 – 2008 MARCH 17) Assessed customer needs and suggested/promoted products or services. Responded to complex customer service, product, or billing issues via Inbound Calls for Sprint, a major wireless telecommunications network in the United States, with the goal of resolving the issue in a single contact. RICHIDEAS, INC. MARKETING OFFICER (2006 APRIL 17 – 2007 SEPTEMBER 29) Pioneer employee. Also functioned as Operations Officer and Assistant to the President Conceptualized themes and designed and created the perspectives, decors and setups of the events and exhibits held in the prestigious malls in Manila such as SM Supermalls and Ayala Malls. Created and improved the marketing materials of the company generating a remarkable increase in sales. Also made the different modules used for the operations of the company. Met and/or exceeded predetermined sales goals and consistently met established sales requirements. Supervised the activities of events and exhibits from ingress to egress. Scouted for new potential areas and developed sites for events and/or exhibits. WHARTON PHILS. EXHIBITS EXPERTS, INC. MARKETING ASSISTANT (2005 AUGUST 01 – 2006 APRIL 15) Assisted the Marketing Manager on the conceptualization of forthcoming exhibits held in the prestigious malls in Manila such as Robinsons and Ayala Malls; and the assessment of the viability of a prospective exhibit venue. Conducted market study of exhibits and venues and submitted recommendations to the Marketing Manager. Developed strategies on how to increase prospects, close sales and meet sales targets. Booked exhibitors/clients through telemarketing, client calls, field work, direct marketing, etc. Prepared Terms of Preference or proposals for an exhibit, including application forms, project briefs, and layout for the prospective exhibitors. EDUCATION PHILIPPINE SCHOOL OF BUSINESS ADMINISTRATION Bachelor of Science in Business Administration Majors in Marketing and Management (2001 June – 2005 April 20) CGPA: 1.88 / 1.00 STRENGTHS/ SKILLS Communication Skills Computer / Technical Literacy Leadership / Management Skills Strong Work Values