CESAR PAUL P. DE MESA
ADDRESS & CONTACT INFO
Home: B2 L21 2F Unit C Laguna Buenavista
Executive Homes Bgy. Barandal, Calamba Laguna 4027
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BRIEF BACKGROUND
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Mobile: -
US Number: -
Email:-
A total of 15 years BPO employment.
Exposure to North America fortune companies.
Handled vendor support for healthcare and non-life insurance, insurance claims inquiry, and
most recently dental and STD insurance inquiry.
Callers inquiry vary from billing questions, to online troubleshooting, and transfer to the
appropriate team for proper assistance.
Currently taking the role of an Assistant Trainer, for two years and ten months.
An Assistant Trainer’s key role is to ensure the accurate and efficient transfer of knowledge to
new hires.
After the training program, I send out individual report to Operations if the new hire shall
proceed to taking live calls, or undergo retraining.
I demonstrate strong communication skills and ability to establish rapport with everyone
easily.
I am a self-motivated learner, with unblemished record of customer service for several
Business Process Outsourced companies.
I display professionalism based on time compliance and enthusiasm with work.
EXL Service Inc Philippines (One eCom — Pasay) Employment: March 2009 to November2019
❖ Subject Matter Expert/Trainer
~ Knowledge transfer for new hires.
~ Provide knowledge support to CSRs taking call.
❖ Insurance Agent Care Representative March 2009 – February 2015
~ Assist non-life insurance agent with their insured’s questions about their policy.
APAC - (Cubao)
❖ Provider Care Representative June 2007 – March 2009
~ Assist healthcare providers with their patient's health insurance benefits.
WORK EXPERIENCE
TeleTech - (Roxas DC)
❖ Provider Service Agent March 2005 – May 2007
~ Support healthcare providers with their patient's health insurance benefits.
Advanced Contact Solutions, Inc.
❖ Customer Service Representative June 2004 – March 2005
~ Support local customers with their mobile phone problems.
Philippine Women's University
❖ Instructor July 2001 – February 2002
~ Assigned to teach HRM and Tourism Students
TECHNICAL PROFICIENCY
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Familiarity with software such as Citrix, CMS, NICE, Oracle, etc
Intermediate to advanced skill on MS Office Tools (MS Word, PowerPoint and Excel)
Types word 30- 35wpm
OTHER TRAININGS AND
SEMINARS
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Insurance Academy — May 2014
Sent to Wisconsin for a face-to-face training with the Vendors — February 2015
EDUCATION
BUKIDNON STATE COLLEGE – SURIGAO CAMPUS Masters in Public Administration, 2003
UNIVERSITY OF PERPETUAL HELP SYSTEMS — CALAMBA Bachelor of Science Major in Tourism, 2002
