Angelo Ramon Valdivia

 Angelo Ramon Valdivia Objective: To be a successful at utilizing my skills, knowledge and experience gained from previous work experience. Skills: Proficient in MS Office Application (Excel, Word, Outlook, PowerPoint) Exceptional customer service and support skills. Demonstrated excellent time management skills. Strong written and oral communication skills. Capable to work in a fast paced environment. Skilled in multi – tasking, organization and problem solving. Able to encourage, motivate and provide recognition. Training/developing, motivating, coaching, evaluating and retaining qualified staff. Strong leadership and management skills. Work Experience: Team Leader January 2018 – September 2019 Telephone Support Incorporated Baguio City, Philippines Handles employment and compliance with regulatory concerns regarding employees. Handles employee onboarding, development and needs assessment. Spear heads recruiting and staffing needs. Implements employee safety, welfare, wellness, and health. Develop strategies for the team to use to reach its goal. Create reports to update the company on the teams progress. Distribute reports to the appropriate personnel. Manage the flow of day-to-day operations. Human Resources Representative April 2017 – January 2018 Telephone Support Incorporated Baguio City, Benguet Assisted in talent acquisition and recruitment process Promote HR programs to create an efficient and conflict free workplace. Maintain employee files and records in electronic and paper form. Customer Account Executive September 2015 – January 2017 Iron Mountain Incorporated Convergys Baguio City, Philippines Provided Email and Phone support for inbound clients from the Iron Mountain Records Management company based in the United States. Track and scrubbed past due and due today cases for the team Reach and resolve customer inquiries and requests Constantly reached performance metrics month over month Created trouble tickets to track, follow up and resolve our clients concern. Product Specific Trainer/Team Leader February 2014 – March 2015 DELL Expert Global Solutions Quezon City, Metro Manila Provide feedback on trainee performance to ensure they meet Key Performance Metrics. Communicate feedback by adapting different coaching styles. Support trainees into their transition and handover to production. Track completed client updates for production/tenured agents. Managed multiple Technical Support new hire classes. Offer real time support to agents transitioning from Training to Abay. Provide clients with training specific reports. Computes and reports on daily completion for all up-training sessions. Highlights: Consistently meeting Trainer key performance metrics month over month. Increased training-production turnover by guaranteeing that trainees are well equipped when transitioned to production. Decreased training attrition through consistent performance coaching. Product Specific Trainer/Team Leader April 2013 – January 2014 Time Warner Cable StarTek Ortigas, Metro Manila Track completed Client updates for Production agents. Managed multiple new hire classes for Sales, Repair and Billing representatives. Offer real time support to agents transitioning from Training to Abay. Highlights: Average Handle Time Project for Training and Abay (Academy Bay) agents. Customer Support Representative September 2011 – April 2013 Startek Ortigas, Metro Manila Time Warner Cable – Handled billing/payment calls. Provided advanced troubleshooting steps to customers using voice and remote access. Constantly reached performance metrics month over month. Highlights: Consistently met Key Performance Metrics. No attendance issues. Customer Support Representative August 2010 – January 2011 Sitel Baguio City, Philippines Handled billing/payment/sales calls. Used skills attained from previous job experiences to upsell according to the customer’s needs. Highlights: Consistently met Key Performance Metrics Technical Support Representative Jun 2008 – October 2008 Sitel Baguio City, Philippines Provide exceptional frontline customer and technical support assistance Constantly worked on improving Key Metrics Displayed ability to work independently, making decisions based on company policies and procedures Highlights: Consistently met Key Performance Metrics Top Customer Experience agent Received Customer Rave on multiple occasions Education and Training: AMA Computer University BS Information Technology 2006 – 2008 Saint Louis University Baguio BS Psychology 2004 – 2006 Dell Product Training (Product and Customer Service Skills) Certification: B.L.A.S.T. Certified (Breakthrough Learning and Strategies Training) S.M.A.R.T. Coaching Certified ( Specific Measurable Attainable Realistic Timely) S3 – Sales Training (Sell Satisfy Succeed) Computer Skills: MS Office (Outlook, Excel, Word, Powerpoint). Other Applications (CITRIX Servers, Siebel, CMS, Avaya, etc.) Proficient in navigating through and using Windows 8, 8.1 and 10. Advanced knowledge of Computers and Gaming Consoles (BIOS, ePSA, RAID, etc.) Troubleshooting Computers (Hardware and Software). Character Reference: Available upon request.