ARTHUR CZAR F. HASIL
PROFILE SUMMARY
10 years overall BPO experience. Started as a customer service representative in 2010 for an ISP
Company (US Based). Worked my way up to becoming a Subject Matter Expert and Currently, I am now
handling my own team and is part of the leadership.
Currently, I'am task to perform data entry and research in various systems and tracking tools.Apply
knowledge of processes and related systems to assist in identifying, assessing and resolving
issues/problems. Assess and resolve non-standard and standard issues or problems. Seek advice and
escalate issues when faced with tasks/problems outside the scope of the work.
Prior Projects includes, Customer Service Representative - Provide functional and/or technical support
for resolution of customer problems, incidents, issues, requests and queries. Liaise with other support
teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper
documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities
are focused on customer contact, not transaction processing.
WORK EXPERIENCE
Client/ Company: ACCENTURE INC.
Project: BE WATER
Project Duration: AUGUST 2018 – Present
Assigned Role: Transaction Processing Lead
Perform data entry and research in various systems and tracking tools.Apply knowledge of
processes and related systems to assist in identifying, assessing and resolving issues/problems. Assess
and resolve non-standard and standard issues or problems. Seek advice and escalate issues when faced
with tasks/problems outside the scope of the work.
Client/ Company: ACCENTURE INC.
Project: BLAZE - VM
Project Duration: AUGUST 2013 – August 2018
PROJECT & ASSIGNMENT DESCRIPTION
Provide functional and/ or technical support for resolution of customer problems, incidents,
issues, requests and queries. Liaise with other support teams, or product teams as required to resolve
requests/ issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and
follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction
processing.
ASSIGNED ROLES
TEAM MANAGER
September 2016 - Present
Responsible for the end to end process and will assume complete ownership of the service
delivery. Deliver on process and metrics with defined targets and drive process improvements focused
on improving quality, speed, controls and value to customers and delegates. Create goals and
development plan for the team and work closely to identify training and coaching requirements to the
group. Complete ownership of customer complaint and resolution process, best practice/ idea sharing
for the teams. Develop and maintain an understanding of customer Service Level Agreements and
department’s key performance requirements. Acts as a primary knowledge resource for a product and
service and use this knowledge. Identify root causes and recommend solutions to improve overall
process.
SUBJECT MATTER EXPERT
February 2015 – September 2016
Correctly determines what level of performance are acceptable and can identify and clearly
describe performance objectives. Attends meetings/ conference to escalate identified issues and helping
improving process and devising value judgement to monitor quality in performance. Take escalation
calls. May take accountability for effectively handling senior level escalations or customer complaints
received via various resources. Can produce many cases that illustrates good versus poor decisions in
expertise. Often the “go to” person within a department of function – the person everyone goes to
when they have a question about the domain in which they work, or a problem they are struggling to
work.
CUSTOMER SERVICE ANALYST
August 2013 – February 2015
Attend to daily calls processing activity as may be assigned. Resolve billing/ technical queries
based on customer needs. Ensure performance set objectives and expectations are met or exceeded.
Attend to development trainings/ programs as may be assigned by the respective lead. Monitors own
performance goals / key performance indicators such as, but not limited to, schedule adherence
(attendance, scheduling of leaves). Performs incident notification and escalation to ensure
problems/requests/issues are communicated effectively and receive proper management attention,
demonstrates understanding of the customer’s business needs or market and maintains high customer
satisfaction rating.
Non – Accenture/ Avanade Experience
Client/ Company: SYKES ASIA
Project: SOUTH EAST – AT&T
Project Duration: JANUARY 2010 – JULY 2013
PROJECT & ASSIGNMENT DESCRIPTION
Skilled Help Desk Technician with providing PC and Client/Server tech support for small to
medium sized businesses. Experience diagnosing, troubleshooting and resolving client issues with
hardware maintenance, installations and upgrades. Experienced in technical call center operations
providing service by communicating effectively with technical and non-technical staff.
Work Task
• Troubleshoot remotely Outlook, PPPOE, IE,DNS, Internet connections
• Dispatched and directed technicians and managed appointments with clients
• Installed, configured and tested hardware and software
• Troubleshoot hardware and software issues remotely with field technicians
or customers
• Supported and trained users on Windows OS and Various software installation and updates
• Supported security software, antivirus and firewalls, and intrusion detection
• Floor support for new hires and takes Supervisory calls
EDUCATIONAL BACKGROUND
University/ College
YEAR
Zamboanga City State Polytechnic Colleges
Architectural Drafting
2008
Universidad de Zamboanga
2005
Sta. Maria Central Elementary School
2001
OTHER COURSES TAKEN
TESDA – Language Skills Institute
2008
TESDA – Adobe Photoshop
2008
University College of Southeast Asia and the Pacific
2D/ 3D Animation
2009
PERSONAL INFO/ BACKGROUND
Born on November 19, 1988 in Zamboanga City. Fluent in English, Tagalog, Chavacano, Yakan, Tausug,
Bisaya.
