Carlos Castro Lorenzo
# 0973 Bloodstone St., Golden Land Subdivision, Brgy. Mabiga, Mabalacat City, Pampanga 2010
DATE OF BIRTH
PLACE OF BIRTH
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EMAIL
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04 NOVEMBER 1963
MANILA
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Objective: To provide world-class client/customer service and commitment through
experience, maturity, and dedication resulting in good influence, making a difference and
positivity to the company and colleagues.
PROFESSIONAL SUMMARY
Result-driven; Customer-oriented; Versatile and Energetic with years of diverse career experience in the
field of Maintenance, Production, Administration, Operations and BPO Industry; Well-Organized and
Pro-Active with proven ability to improve processes by promoting best practice procedures; Operational
Efficiencies and Empowerment.
CORE COMPETENCIES, CHARACTER AND SKILLS
• Computer • Problem Solving • Time Management • Leadership Skills • Technical Skills • Organization
Skills • Team Work/Player • Analytical Thinker • Communication • Good work Ethics • Teachable •
Conducts initial and/or final Operation Validation on new hire applicants • Consequence Management
QUALIFICATIONS in Technical & Non-Technical Skills
• Works well under pressure in various environments • Excellent oral and written communications skills
• Skilled in MS Word, Excel, PowerPoint •Excellent motivator •Conducts coaches’ calibration and
Leadership Training
TRAINING/SEMINAR/WORKSHOP
Company Provided Training (ON Site & OFF Site)
Date
Convergys Leaders as Coaches
June 10,11, 2014
Labor Relations, Human Relations & Productivity Seminar
October 07, 2009
Leading the eTelecare Way For MANAGERS
July 23, 2009
Six Sigma Intermediate Training
April 22, 2009
Leading the eTelecare Way (LTEW Foundations) Revisited
October 14, 2008
Leading the eTelecare Way (LTEW)
June09,10,11, 2008
Behavior Evaluation and Skill Tracking Form & Process
August 22, 2008
Fundamentals of Contact Center Management
May 12, 2008
Tech Phones Training
December 26,2007–January 18,2008
Managing Self (Module I) Managing Others (Module II)
BPI Handling Difficult People – Team Asia
June 5,12,20, 2007
January 25, 2007
Leadership & Greatness – Inspiring & Sustaining Change
June 1, 2006
Coaching the Coaches Workshop
July 29, 2005
Leading the AOL WAY II: Revisited
February 3,4, 2005
Leading The AOL Way I (Refresher Course)
September 1, 2004
The 7 Habits of Highly Effective People Session 2
June 2, 2004
The 7 Habits of Highly Effective People Session 1
May 5, 2004
Leading The AOL Way II (Leading to Success)
November 11, 2003
Leading The AOL Way I
May 14,15,16, 2003
Effective Business Writing Seminar – Workshop
November 14,15,16, 2001
Technical Aspects of Teaching Seminar – Workshop
October 29,30, 2001
AOL Leadership Development Training – BEST PRACTICES
February 21, 2001
University Courses of AOL (America On Line)
Date
Business Management and Strategy
August 14, 2004
Building Relationships to Get Results
July 21, 2004
Building a High-performance Team
June 30, 2004
Proactive Approaches to Stop Negativity
June 28 2004
Building a High-performance Team
June18, 2004
Strategic Management – Planning
June 16, 2004
Coaching Excellence Changes You
June 9, 2004
Communicating to Increase Understanding
June 3, 2004
What Is Emotional Intelligence?
June 2 2004
Coaching and the People Issues
May 27, 2004
Change Leadership
May 13, 2004
Connect and Communicate
May 10, 2004
Dynamics of Leadership
May 1, 2004
Communicate to Develop Relationships
March 17, 2003
Management Skills for the Diverse Work Force
March 12, 2003
EMPLOYMENT HISTORY / EXPERIENCE
A. Concentrix CVG Philippines Inc. (Cebu)
2F &4F J. Center Mall, A.S. Fortuna St. Mandaue City, Cebu Philippines 6014
Operations Team Lead
December 23, 2022 – Present (Seasonal Account-EOC March 3, 2023)
Provides Assistance to members concerning their Health Insurance Provider.
B. Family Caregiver
• Assess medical needs, monitor medications and vital signs. Ad hoc responsibilities like
suctioning, personal hygiene and caregiving responsibilities.
July 2015 ~ July 2022
C. Beepo Clark
2nd floor and Unit 1F Business Center 9, Philexcel Business Park, Clarkfield, Pampanga 2009
January 2016 ~ July 2016
Client Experience Team Leader
• Manages and maintains multiple CLIENTS on a daily basis together with team composition. • Provides
weekly comprehensive updates and resolutions thru video conference meeting.
D. BPO - Convergys Philippines Inc. (Clark Site)
(Formerly: AOL Member Services Philippines, Inc., eTelecare Clark Services, Stream Global Services, Inc.,
Inc.); C.P Garcia cor. F. Tañada Streets, Clark Special Economic Zone, Clarkfield, Pampanga
12 October 1998 ~ 18 March 2015
Senior Team Manager; Shift Manager; Sr. Coach; Shift Officer-in-Charge; Coach; Customer
Care Consultant (CCC)
• Provides weekly comprehensive updates and progress reports of team performance via phone/video
conference meetings.
EDUCATION
MERALCO FOUNDATION, INCORPORATED (MFI)
CCNA 1: NETWORKING BASICS
January 14 – April 1, 2006
Completion: 70 hours
Holy Angel University (HAU)
June 1981 ~ March 1986
VOCATIONAL-TECHNICAL TECHNICAL (ELECTRONICS); BSCE IV (UNDERGRADUATE)
Systems Technology Institute (STI)
11 January ~ 19 April 1996
BUSINESS SYSTEMS
Systems Technology Institute (STI)
25 September 1995 ~ 09 January 1996
LOCAL AREA NETWORK (LAN)
CLIPPER LANGUAGE PROGRAMMING
Systems Technology Institute (STI)
17 February ~ 16 June 1995
INTEGRATED COMPUTER PROGRAMMING
COMMON BUSINESS ORIENTED LANGUAGE (COBOL)
Systems Technology Institute (STI)
02 September 1994 ~ 12 December 1994
COMPUTER PROGRAMMING AND OPERATIONS
DBASE 3+ LANGUAGE PROGRAMMING
AMA Computer Learning Center (AMALC)
16 June ~ 01 September 1994
Business APPLICATION SOFTWARE
INTERESTS
Nature/Urban Biking; Table Tennis; Rottweiler lover
CHARACTER REFERENCES
Archie John Louie Yu
Construction/Sales Estimator | Cost Engineer
Mobile Phone #: (-
Helconido Laxamana
Senior Operations Manager – TaskUs
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Ronald Uy
IT Administrator
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