ARLYN M FUNGO
SOLUTIONS DIRECTOR
PERSONAL PROFILE
I am a pro-active, hardworking, positively thinking, and
motivated professional with a drive to help others.
CONTACT ME AT
Lot 7 Block 2 Phase 1 Sunrise
Drive, Dreamland Subdivision,
Pico La Trinidad Benguet, 2601
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My experienced in the customer service industry and
software industry helped me develop expert knowledge in
critical thinking and creating solutions for customers. I am
highly motivated to continue learning and improving my
craft.
-@arlynmfungo
SKILLS SUMMARY
WORK EXPERIENCE
Support/Solutions Director
Giant International Software Station, Inc | June 2021 - present
People Management
Industry Knowledge
People Management Skills
Enterprise Resource Planning
Staff and User Training
Process Improvement
Strategical desicion-making
skills
Adaptability
AWARDS RECEIVED
Sitel Passion Awardee – Tier 1
Top Agent (October 2015)
GoBank Best in Quality (Q3
2015)
CERTIFICATIONS
WalkMe Builder Certification
Contributes to planning and decision-making for the
company's activities and growth.
Worked with co-Solutions Director, company admin staff
with planning, implementing, and monitoring new
policies.
Oversees and manages Product Support Team making
sure customer experience is at its highest standards.
Helps Team Leaders evaluate each member's
performance to recognize their strengths and
weaknesses to create relevant training programs.
Conducts interviews for new hires and helps in the
onboarding process.
Create achievable metrics per team, implement and
monitor their progress.
Keep track of every team's Metrics and work with Team
Leads on action plans on how to improve or maintain
the numbers.
Conduct call barging with the whole team and identity
what training the team needs for their improvement.
Conduct day-to-day project coordination, planning, and
implementation across multiple teams
WORK EXPERIENCE
Team Leader
Giant International Software Station, Inc | June 2020 - May 2021
Managed and monitored teams' performance.
Conducted interviews for new hires.
Helped in the onboarding process by facilitating some training.
Conducted quarterly evaluation for all members of the team.
Provide real-time feedback and monitor progress for all members of the team.
Identify goals and create action plans to reach those goals.
Helped members of the team with their questions in all different aspects of the
software:
Warehouse Management System
Logistics
Customer Relationship Management (CRM)
Accounting
Order Management System
Retailer e-Commerce
Supplier e-Commerce
EDI
Product Support Analyst
Giant International Software Station, Inc | May 2018 - May 2020
Helped Beer Distributors answer their questions and look for solutions for any
questions about the Enterprise Resource Planning Solution that they are using
which is Encompass Cloud Platform
Created Invoice Templates and Check Templates
Assisted users in installing App and answers their questions about the App we
support.
Helped users of the software create Fusion Reports.
Helped users Import their Data to the Software.
Helped clean and maintain users' data making sure products have correct branding
and correct assigned supplier.
Helped user in all different aspects of the software:
Warehouse Management System
Logistics
Customer Relationship Management (CRM)
Accounting
Order Management System
Retailer e-Commerce
EDI
Created online help walkthroughs using the WalkMe App editor that helped
customers find basic questions and walkthroughs in using the software.
Created content and edited the company's monthly newsletter.
WORK EXPERIENCE
Customer Service Representative
Convergys Philippines | June 2016 - December 2016
Assisted members in managing their online selling accounts.
Assisted sellers in tracking their shipping to buyers.
Explained billing issues and helped members understand seller fees.
Helped sellers create listings and post items for sale on the eBay site.
Handled other customer support inquiries about their online selling account.
Explained to sellers resolution provided for any claims against them filled by a
buyer.
Customer Service Representative
Sitel Philippines | April 2011 - April 2016
Handled Customer Support inquiries
Assisted members in their online banking accounts.
Activates prepaid cards for the customers
Upsells VIP program and Direct Deposit
EDUCATIONAL HISTORY
Coursera
Project Management| February 2022 - present (ongoing Certification)
University of Baguio
Bachelor of Science in Commerce Major in Financial Management
June 2006 - March 2010
Alejo M Pacalso Memorial National High School
High School Diploma
June 2002 - March 2006
CHARACTER REFERENCES
Arnulfo Cameyeng
Giant International Software Station, Inc | Team leader
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Chrismon Jay Fernandez
Giant International Software Station, Inc | Team leader
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Allan Christian Dela Cruz
Sitel Philippines | Coach
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