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