Allan Jay Ponce Acosta

ALLAN JAY PONCE ACOSTA 26 Everlasting St. Dona Manuela Subdivision Pamplona, Las Pinas City 1740 -- EDUCATION Graduated May 2005 STI College Meycauayan Bachelor of Science in Computer Science Major in Programming and Systems Development WORK EXPERIENCE Data Entry Specialist Keating Wealth Management August 2016 - present KEY RESPONSIBILITIES Salesforce Data Entry Administrative Assistance MAJOR JOB ACCOUNTABILITIES Input e-mailed information into their Salesforce CRM. Provide administrative assistance such as mail merges, blog compilations, etc. Assistant Purchasing Agent Guidepost Montessori March 2017 - present KEY RESPONSIBILITIES Online Purchasing Basic Bookkeeping Asset Management Updating Project Management MAJOR JOB ACCOUNTABILITIES Responsible for placing online orders and get them delivered to specified address. Make sure to see the project to completion in terms of supply delivery and make follow-ups in case of delays Data Entry Specialist Volt Edge Training July 2016 – Feb 2018 KEY RESPONSIBILITIES CRM Data Entry Google Sheets File Uploads MAJOR JOB ACCOUNTABILITIES Input information sent out by Admin Assistant or Human Resources to the CRM Enrolment System Manage & track grade availability of the students upon exam completion Team Leader – Profile Enhancers Buildism.com November 2015 – July 2017 KEY RESPONSIBILITIES Team Management Profile Enhancer Data Entry Quality Check Adobe Photoshop Shopify MAJOR JOB ACCOUNTABILITIES Proactively oversee the activities involved in quality resolution of problems related to area of responsibility. Download and upload photos to website to make a builder’s profile attract potential clients Risk Management Analyst J. P. Morgan Chase & Co. – PGSC March 2014 – November 2014 KEY RESPONSIBILITIES Risk Management Fraud Analysis & Recovery Loss Reduction Chargeback Specialization MAJOR JOB ACCOUNTABILITIES Responsible for reducing losses on credit card fraud cases by thoroughly reviewing account and transaction details for recovery opportunities. Work directly with customers and merchants, utilize excellent communication, problem-solving and decision-making skills to provide resolution to customers who have reported fraudulent activity. Review, investigate and analyze each fraudulent case to look for any recovery opportunity and/or assess validity of fraud claim. Working each case using all application tools available and/or speaking with card members, merchants and other relevant parties to aid in the investigation and analysis. Data Services Manager (AT&T) West Contact Services, Inc. January 2011 – February 2014 KEY RESPONSIBILITIES Order Status & Management Research Assistance Client Satisfaction Lifecycle Program Management Team Management Customer Relationship Management MAJOR JOB ACCOUNTABILITIES Responsible and 100% accountable for proactively coordinating and managing complex order lifecycle support for clients and service commitments necessary to exceed client expectations by providing a single point of contact from receipt of order through successful deliver; provide complex aftermarket ordering and service support; receive order requests from customers and validate the accuracy of the information provided Complete necessary ordering screens through access to client's ordering system, which includes submitting the order electronically for completion. Complete customer status calls at various touch points throughout the order lifecycle to ensure that the order is completed within the required timeframe. Manage cutovers for service for services ordered, which may require attention after normal working hours. Participate in client meetings and conference calls in order to identify issues and make recommendations on how to eliminate future occurrences. Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner. SME Technical Support (Quickbooks) IBM Daksh Philippines May 2008 - December 2010 KEY RESPONSIBILITIES Team Management Technical Support Quality Assurance Production Floor Training Performance Management Customer Relationship Management MAJOR JOB ACCOUNTABILITIES Responsible for supervising the activities of assigned operation employees to ensure quality performance, in-depth product knowledge, and adequate staffing in order to exceed the client's goals and objectives; ensure the availability of staff to answer procedure and product related questions in a timely and accurate manner ensuring adherence to departmental policy and procedures; make certain operations employees receive continuous development training after initial training has been completed in order to improve ability to service the client. Review available resources throughout shift, including productivity and call volume reports, report results to make recommendations to upper management on ways to increase productivity and efficiency. As necessary, supervise the day-to-day customer call quality issues, the services being provided, and ability to meet or exceed client and Company goals and objectives while ensuring adherence to department policy and procedure. Participate in and develop procedures for the evaluation and documentation of live and recorded technical support calls partnering with other sites as necessary to ensure consistency. Communicate newly approved procedures or policies to staff in a timely manner, as directed, participate in the team's quality calibration session, and ensure that the team is scoring within the acceptable variance range. Provide feedback and coaching when trainees take live calls ensuring they are meeting departmental standards. Continually assess trainees' ability to effectively maneuver through computer systems providing additional training as necessary. Monitor staffing levels, trends and turnover and prepare recommendations to management outlining efforts to maintain a quality staff. Prepare and conduct timely performance appraisals of direct reports. Coach, train, and develop subordinates to achieve quality performance. Customer Service Professional (Capital One UK) SITEL Philippines August 2007 – April 2008 KEY RESPONSIBILITIES Customer Service Sales Account Maintenance MAJOR JOB ACCOUNTABILITIES Responsible for customer's financial concerns and account maintenance, provide direct service and sales support to customers by providing excellent customer service & generate sales through inbound calls and follow up on incoming sales leads. Production Team Leader (Earthlink) May 2006 – July 2007 West Contact Services, Inc. KEY RESPONSIBILITIES Team Management Customer Service Retention Support Quality Assurance Production Floor Training Performance Management Customer Relationship Management MAJOR JOB ACCOUNTABILITIES Responsible for managing the assigned team including team statistics and metrics, motivate reps to work harder and bring out the best in them; realize their full potentials, responsible for supervising activities to ensure quality performance, in-depth product knowledge, and adequate staffing in order to exceed client's goals and objectives of the SAVEs Team. Review report results to make recommendations to upper management on ways to increase productivity and efficiency. Ensure consistency in the implementation and enforcement of operational policies/procedures within assigned areas of responsibility. Continually keep agents up-to-date on customer service techniques in order to provide an excellent experience to the caller. Ensure audits on call quality are completed in a timely and accurate manner. Coach and provide feedback to production employees utilizing established training plans, appropriate combinations of formal, informal, one-on-one, and on-the job training as appropriate. Provide input on the preparation of written training materials and updating of training materials, reference handbooks, and departmental forms for both new and existing programs and program enhancement. Customer Service / Retention Specialist / Performance Assessment Specialist (Earthlink) July 2005 – April 2006 West Contact Services, Inc. KEY RESPONSIBILITIES Customer Service Sales Account Maintenance Retention Support MAJOR JOB ACCOUNTABILITIES Proactively oversee the activities involved in quality resolution of problems related to area of responsibility. Respond with a sense of urgency to problems escalated to employee's level. Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided. Place the highest priority on providing quality customer service by overseeing all activities of staff, ensuring the unique needs of customers are met. Ensure quality resolution and thorough and accurate documentation of customer issues REFERENCE Available upon request.