Bodo Engwerda

Curriculum Vitae Bodo Engwerda Metro Manila, Philippines Date of birth: Place of birth: Nationality: July 24th 1969 Leeuwarden, the Netherlands Dutch Work experience: Investoo Group, Philippines Freelance Dutch Blockchain & Crypto Content Translator 2019 - Present Various companies / UpWork Freelancing Platform, Philippines Freelance Dutch Blog Writer & Translator 2018 - Present Jevy Web Development, Philippines Freelance Dutch Blog Writer, Customer Service, Translator, Social Media & Magento Content Manager 2017 - 2023 Google gTech / Yondu, Philippines Dutch Reviewer Actions on Google (Project-Based) 2019 Unilever / IBM, Philippines Dutch Pre-Auditor Travel & Expense 2014 - 2017 Royal FrieslandCampina / IBM, Philippines Dutch Procurement Operations Specialist 2013 - 2014 Angry Nerds, Philippines Freelance Blog Writer, Social Media Content Manager, Online Webmaster (WordPress) 2012 - 2013 LuxStyle ApS, Philippines Freelance Dutch Customer Service (Part-time via VoIP) 2012 Tauros Media, Philippines Freelance Dutch Customer Service & Online Content Manager (Magento) 2011 - 2012 Xerox / IBM / Manpower, Scotland / UK Dutch Technical Customer Service Representative 2008 - 2010 LWS Media, Philippines Proofreader for the Dutch Language (Part-time) 2008 The Bridge Language Center, Philippines Teacher for the Dutch Language (Part-time) 2008 Thomson Financial, Philippines Multilingual Research Analyst & Translator 2007 American Express / eTelecare, Philippines Multilingual Call Center Agent 2005 - 2006 Huizumer Zeebanket, Fish Shop, the Netherlands Shop Manager & Owner 1995 - 2005 Bossina Graphic Shop, the Netherlands Computer Sales & After Sales Manager 1995 Byte Computer Shop, the Netherlands Computer Sales & After Sales Manager 1990 - 1995 School of Arts – Interior Designer 1989 - 1990 Propedeuse M.D.G.O. – Social Worker / Caregiver (Working with disabled & elderly people) 1986 - 1989 Graduated M.A.V.O. 1982 - 1986 Graduated H.A.V.O. 1980 - 1982 Education: Note: The Dutch M.D.G.O. education equals an Intermediate Vocational or College Education . The Dutch ‘Propedeuse’ is a propaedeutic diploma issued after the first year of studies at a University of Professional Education. More detailed information regarding my multilingual environment jobs: Google gTech / Yondu, Philippines Dutch Reviewer Actions on Google 2019 Actions on Google is a platform allowing developers to create software applications known as “Actions” that extend the functionality of the Google Assistant on devices such as the Google Home smart speaker, plus various Android smart phones and tablets. After the developers deploy their Actions project to production I would look at these Google Actions projects for review. If approved or denied, the developers would receive a personalized email notification. When being approved Google serves the Action to the users. The communication with the management and team members was mostly in English. The reviewing of apps was provided in Dutch and English. In my spare time I have also created a couple of Actions in several languages myself. Unilever / IBM, Philippines Dutch Pre-Auditor Travel & Expense 2014 - 2017 Here I was processing travel and expense claims within the required service level agreements. I had to communicate any changes to employee claims or value amendments clearly within the Dutch or English language. I had to ensure responses received from employees were responded to in a timely manner, and I also had to ensure that proper approvals were secured for the expense items being claimed. Furthermore, I had to respond promptly to queries being investigated by the team leader, business controls & compliance team, and policy owner. It was also important to respond promptly to queries raised by the employees regarding their travel expense claims, and perform any other duties as required within the client expense process. The communication with the management and team members was in English. Royal FrieslandCampina / IBM, Philippines Dutch Procurement Operations Specialist 2013 - 2014 In this job role I was responsible for order fulfillment transactions and full buyer Purchase Order placement, resolution of blocked invoices as well as receiving help requests from the client and his suppliers. I worked in a small team with Dutch & German multilinguals and native Philippine team members. Most of the conversations with the client and suppliers were in Dutch, while the communication with the management was in English. This job role consisted of three separate roles: As an Operational Buyer my roles and responsibilities included to review and understand requisition requirements, work efficiently with the requester and/or client to ensure the issuance of accurate Purchase Orders towards suppliers. This had to be accomplished by an adequate use of the available IBM and/or SAP tools and procedures. Process requests for new suppliers’ set-up as needed. At times extensive onboarding had been accomplished by contacting numerous suppliers. The Customer Assistance Center Agent role and its responsibilities included process requests from internal clients and suppliers and answer by following established quality standards and protocols. Conduct problem determination for client’s question to determine appropriate answer or status. A call log had to be created for every help request during an incoming call or upon an email task. The available tools had to be used for this and the established process procedures had to be followed. The Vendor Invoice Resolution role showed its responsibilities in reviewing and resolving blocked invoices related to individual procurement activity due to mismatches. This action could be done upon request by the Accounts Payable team or was generated by automation within the computer system. Xerox / IBM / Manpower, Scotland / UK Dutch Technical Customer Service Representative 2008 - 2010 Working in this call centre meant handling calls during Dutch business hours. You would receive inbound service calls, in which customers told their concerns and/or requested for a technician. In spite of the fact that they were often contract paying customers, sending a technician onsite was not always necessary. I needed to make sure that the calls, which could be solved by telephone, would be done this way. This meant saving money for the client. Most of the technical troubleshooting was about solving hardware issues connected with the malfunction of supplies. Other problems could be regarding networking and driver issues. Additional information could be given, like technical data or product specification. All the calls were in Dutch, unless the customer based in The Netherlands or Belgium couldn’t speak Dutch, in that case the language spoken was English. Calls could be short and the maximum handling time was around 30 minutes. Knowledge for the support could be inquired from memory, (online) databases, Internet and tech mentors. There was contact with customers, workflow and other staff members. In the call centre I did work in a group with Dutch colleagues, while other colleagues were of other European nationalities. The conversations were in Dutch and English. Here I’ve gained a Modern Apprenticeship in Customer Service Level 3 (Scottish Vocational Qualification). Thomson Financial, Philippines Multilingual Research Analyst & Translator 2007 In this company I needed to translate and process information from Annual Reports. This information needed to be as accurate as possible and needed to be put into a database system. This system was an online database, which could be inquired by paying customers within the financial business world. The information to be researched was found within Dutch Annual Reports, and a part of the Asian market (like Hong Kong and South Korean based companies). In some cases calculations had to be made to make data accurate and uniform. Since the other colleagues could speak English only, all conversations and reporting was done in English. The shift I’ve worked in was connected to the European business hours. American Express / eTelecare, Philippines Multilingual Call Center Agent 2005 - 2006 Working in this call centre meant working for an important American Client. The call volume was big and there was a big pressure regarding handling time. Most of the calls were in English from all around the world, in all kinds of different accents. Sometimes translators were used in case of handling a customer using a non-understanding language (Mandarin for example). In addition to process validation of traveler’s cheques into a database system, I also needed to support customers who were not able to find places to encash or buy those cheques. The contact with my colleagues was most of the time in English. Working hours were during all kinds of shifts and possible at any day of the week. I have worked during the day, European Business hours or American Business hours.