ALLEN PAUL C. VISSER
Blk 6 Lot 5 Rosal st. Camella Classic
Admiral, Las Piñas City
Metro Manila, Philippines-/---
Objectives and Qualifications Summary:
To be able to deliver training, incorporating various training methodologies, acquired thru experience and applying varying approaches to cater to different learning styles. Has been in the industry for more than twelve years and has contributed in the improvement of processes within the organization resulting to lower employee turnover, effectiveness of training, relevance and efficiency.
Educational Background
DE LA SALLE UNIVERSITY – Dasmariñas -)
Bachelor of Science in Business Administration
Major in Marketing Management
Dasmariñas, Cavite
Secondary Education:
SAINT FRANCIS OF ASSISI COLLEGE -)
City of Las Piñas, Philippines
Skills
Language:
Fluency in Oral and Written English – Can effectively communicate using this language and regularly corresponds to clients based in the US and Australia.
Fluency in Oral and Written Filipino
Familiarity with the Aussie slang
Communications:
Training – Can effectively train an account in a very relevant manner and can adapt to every learning style.
Customer Service – Effectively cater to the demands of the Customer Service industry basing on phone time experience and modules taken.
Technology:
Microsoft Office Applications
DOS-based Applications
Social media platforms (Instagram, Facebook, Twitter)
Others:
Management
Client Relations
Training
Relationship Management
Great immersion with the Australian culture
Work Experience
The DiRoberto Team
Property Management
298 Shrewsbury St.
Worcester, MA 01604
USA
Sales and rental property management in Massachusetts. 2018 recipient of ReMax Chairman’s Club Award.
ISA/ Appointment Setter
Sales and Rentals
Freelance work
July 2019-present
Duties and Responsibilities:
Lead management for potential and past customers
Appointment setting for prospective buyers/renters
Property listing. Manage, upload, and update listings on Zillow
Genpact LLC Services
Northgate Cyberzone, Filinvest Corporate City
Alabang, Muntinlupa City
Philippines
Genpact is a global professional services firm delivering digital transformation by putting digital and data to work in creating competitive advantage.
Compliance Manager
Genpact Corporate
December 2018 – August 2019
Duties and Responsibilities:
Conducting refreshers on data privacy and information security
Strict implementation of integrity policy
Conducting monthly, quarterly, and annual audits ensuring compliance parameters are met
Putting emphasis around statutory requirements from a compliance standpoint
Conducting regular discussions regarding data privacy controls
Making sure all lines of businesses are complying with the rules and regulations that the company upholds
Ensuring the organization has internal controls that adequately measure and manage potential risks
Assistant Manager
IAG- SGIO/C
May 2017 – December 2018
Insurance Australia Group Limited or IAG is a multinational insurance company headquartered in Sydney, Australia and one of the largest general insurer in Australia and New Zealand.
Duties and Responsibilities:
Provides guidance, instruction, direction and leadership to 15 heads.
Monitors the quality of the calls that representatives take and making sure everyone is within the client requirement.
Focuses on direct supervision of all the members of the team.
Keeping decorum within the team and making sure all is well within the team.
Provides coaching within the members of the team with consistent follow up.
Teleperformance Philippines
2nd floor North Parking Building
Mall of Asia, Pasay City
Philippines
Teleperformance is a global customer service, technical support, call centre, debt collection and social media company.
Team Leader
Telstra Small Business
August 2013 – April 2017
Duties and Responsibilities:
Provides guidance, instruction, direction and leadership to 15 heads.
Monitors the quality of the calls that representatives take and making sure everyone is within the client requirement.
Focuses on direct supervision of all the members of the team while keeping decorum within the team and making sure all is well within the team.
Provides coaching within the members of the team with consistent follow up.
Team Leader
Telstra Residential Billing
26th of February 2012 – August 2013
Duties and Responsibilities:
Provides guidance, instruction, direction and leadership to 15 heads.
Monitors the quality of the calls that representatives take and making sure everyone is within the client requirement.
Focuses on direct supervision of all the members of the team.
Keeping decorum within the team and making sure all is well within the team.
Provides coaching within the members of the team with consistent follow up.
Nesting SME
Telstra Residential Billing
6th of December 2011 – 25th of February 2012
Duties and Responsibilities:
Floor support for trainees of Telstra residential billing.
Helps ensuring that all trainees pass the quality of training that is required for all trainees for Telstra.
Assists the trainer in facilitating the training during the course period.
POC (Assistant Team Leader)
Telstra Residential Billing
6th of January 2011 - 5th of December 2011
Duties and Responsibilities:
Handles customer escalations related to bill complaints and service request errors.
Takes over team lead role whenever the team lead is not available
Customer Service Associate
Telstra Residential Billing
18th 0f October 2010 - 5th of January 2011
Duties and Responsibilities:
Handles customer concerns for an Australian telecommunications company. Specifically for bill concerns. Accepts customer payments over the phone.
Upgrading customer plans for each customer need (internet, mobile, or fixed service plans)
Ranked number one overall agent for Telstra Residential Billing (among all 3 sites) twice.
First Advantage Philippines
10th floor Paragon Buliding
Madrigal Business Park
Alabang City of Muntinlupa
Philippines
Company that offers products and services that mitigate risk by helping businesses, non-profit organizations, government agencies and consumers make more informed decisions.
Screening Associate
South Operations
8th of March 2010- 10th of October 2010
Duties and Responsibilities:
Screens documents passed by potential candidates or applicants form different companies mainly located at Australia.
Requests for missing or additional information required to conduct complete background check for each applicant.
Confirms with clients and candidates regarding the updates of the check.
Authenticity verification of each information/document provided by each candidate.
Integra BPSI. (Formerly AIG BPSI)
Philam Life Building
Madrigal Business Park
Alabang City of Muntinlupa
Philippines
One of US’ leading insurance companies that offers life, health, and property coverage.
Customer Service Associate
AGLA Call Center
19th of October- 3rd of March 2009
Duties and Responsibilities:
Handles customer concerns about insurance coverage.
Processing life claims and doing follow ups.
Confirmation of life and health coverage to medical and funeral providers.
HSBC Global Resourcing Center
Northgate Cyberzone,
Filinvest Corporate City
Alabang City of Muntinlupa
Philippines
This company caters to international financial market primarily in the U.S. and U.K. One of the world’s leading financial institutions.
Customer Service Associate
HBIO Retail Services
09th of June 2008- 31st of August 2009
Duties and Responsibilites:
Handles American private label credit cards.
Addresses to cardholders questions and inquires and making sure to deliver great customer experience.
Informs cardholder’s optional enhancement products offered by HSBC that provide additional financial security (Up selling).
APAC Customer Services, Inc.
Plaza C Northgate Cyberzone,
Filinvest Corporate City,
Alabang, City of Muntinlupa
Philippines
This call center is primarily an American based company and started operations here in the Philippines last 2004. APAC currently have three sites here in the Philippines and caters to multiple industries such as healthcare, travel and publishing.
Trainer
Inbound International Accounts (WellPoint Dental)
05th of November 2007 –2nd of June 2008
Duties and Responsibilites:
Trainer Role for an international inbound account related to insurance
(150 seats)
Product Specific Trainer: New Hire, Recurrent, Process and Reinforcement
Basic Skills Training: Accent Training, Customer Service and HIPAA Authorization
Development and implementation of workflows and SOPs not just in training, but Operations as well
Client relations (ensuring that the clients are always at the forefront of the business). Served as a liaison between the clients and Operations to resolve problems and implement short and long term solutions.
Peer-development thru mentoring and formal and informal coaching.
Works hand-in-hand with Work Force, Operations, Corporate and Human Resources.
Customer Service Representative
Inbound International Account
May 19th, 2006 – November 08th, 2007
Duties and Responsibilities
Delivered excellent Customer Service.
One of the top representatives for the Account.
Consistently part of the Ten Best Agents.
Pro-active participation in new program implementations and product update dissemination.
Personal information and references will be available upon request
