Chico St. Brgy. Marketview, Lucena City,
Quezon Province.
Mobile no. (-
E-mail-
Christian Caldeo Montellano
Summary of
Qualifications
- More than 8 years in the Call Center Industry.
- Quick learner, detail-oriented, and able to multi-task in a fast-paced environment
- Can easily cope up with new programs.
- Can work under pressure
Education
2003 - - – 1999
Work Experience
Southern Luzon State University(SLSU), Lucena City
Bachelor of Science in Computer Technology
Quezon National High School
Lucena East II Elementary School
Red Pocket Mobile (2060 E Avenida De Los Arboles, Thousand Oaks, CA)
Customer Service Representative (September 21, 2020 – January 10, 2021)
Answer technical support calls and address the customer's technical support needs or
handle/route accordingly.
Provide second-level technical support on the basic operation of the website log in and
applications using documented procedures and available tools.
Use troubleshooting techniques and tools to identify products that are not working and follow
guidelines in issuing service calls.
Obtaining, entering, and verifying customer information, adhering to scripts.
Escalate problems when unable to make the proper determination.
Remain knowledgeable of Red Pocket Mobile product line and service offerings, current
industry products, and technologies.
Advise/educate customers within procedural guidelines to ensure a complete solution to their
technical or service questions.
Camella Investments (2nd Floor, MVL Business Center, Paninsingin, Lipa City, Batangas)
Investments Manager/Sales Manager (October 7, 2019 – Present)
Manage numbers of investment partner/property consultant under my team
Recruit and train new accredited investment partner/property consultant under my team
Prepare for the marketing plan and strategies that the team can use for selling our products
Remain knowledgeable of Vista Land Properties offerings and current industry products.
Monitor all sales and commissions of the team for proper reporting
Submit the report monthly to the senior investment partner for cross-checking
Communicate with the marketing team of all projects for updates, inventories, and tripping.
Meet and assist new and existing clients who need special attention and difficult situations.
Attend team meetings and seminars for continuous improvement of myself and the team.
Partmart PTY Ltd. (201 E Center St. STE 112 PMB 3053, Anaheim CA 92805)
Data Entry Specialist/ Web Scraper/ Researcher (June 14, 2019 – October 6, 2019)
Gather data for a different company using the web
Create a database report of the data gathered and validate all details
Submit the report weekly to the management for cross-checking
Communicate with the IT team for changes and updates of the task
Limebike Scooter (San Francisco California, United States)
Customer Service Specialist/ Queue Analyst Supervisor (August 13, 2018 – June 13, 2019)
Handle and monitor the incoming tickets using Zendesk and distribute them to other available
support teams for their everyday tasks.
Communicate with the managers and other higher ops team for the daily reports on the
operations.
Monitor trending tickets for reporting them to the concerned departments.
Escalate problems to the managers when unable to make the proper determination.
Remain knowledgeable of LimeBike service offerings, current industry products, and
technologies.
Advise/educate juicers within procedural guidelines to ensure a complete solution to their
customer’s technical or service questions.
Handling administrative tasks for the client and do outbound calls if necessary.
Partmart PTY Ltd. (201 E Center St. STE 112 PMB 3053, Anaheim CA 92805)
Data Entry Specialist/ Web Scraper/ Researcher (April 2, 2018 – August 12, 2018)
Gather data for a different company using the web
Create a database report of the data gathered and validate all details
Submit the report weekly to the management for cross-checking
Communicate with the IT team for changes and updates of the task
Staffhaws Outsourcing Philippines (1080 Doña Aurora Blvd, Gulang-Gulang, Lucena City)
Team Leader (June 1, 2017 – April 1, 2018)
Handle and monitor a team of telemarketers and digital marketers for their everyday tasks.
Provide support on the basic operation of the company using documented procedures and
available tools.
Provide coaching sessions to identify opportunities and strength of the agents
Create and submit a report every day to the managers
Escalate problems to the managers when unable to make the proper determination.
Remain knowledgeable of Staffhaws Outsourcing service offerings, current industry products,
and technologies.
Advise/educate agents within procedural guidelines to ensure a complete solution to their
customer’s technical or service questions.
Handling administrative tasks for the client and do outbound calls for marketing purposes.
United Health Group (8th Floor Science Hub Tower 1, Lower McKinley, Taguig City)
Recovery/Resolutions Representative Associate (July 29, 2015 – May 18, 2016)
Answer technical support calls and address the customer's technical support needs or
handle/route accordingly.
Provide second-level technical support on the basic operation of the website log in and
applications using documented procedures and available tools.
Use troubleshooting techniques and tools to identify products that are not working and follow
guidelines in issuing service calls.
Obtaining, entering, and verifying customer information, adhering to scripts.
Escalate problems when unable to make the proper determination.
Remain knowledgeable of Optum cloud product line and service offerings, current industry
products, and technologies.
Advise/educate customers within procedural guidelines to ensure a complete solution to their
technical or service questions.
Convergys Nuvali Philippines (One Evo – Tech Building Nuvali Sta. Rosa)
Collection Associate ( May 11 , 2015 – July 28, 2015)
Answer inbound or outbound calls and collect the customer's payment for their Macys or
Bloomingdales card.
Provide credits or account questions and route the call accordingly.
Obtaining, entering, and verifying customer information, adhering to scripts.
Escalate problems when unable needed.
Remain knowledgeable of Macy’s product line, and service offerings, promos and discounts.
Advise/educate customers within procedural guidelines to ensure a complete solution to their
account questions.
Convergys Nuvali Philippines (One Evo – Tech Building Nuvali Sta. Rosa)
Senior Customer Service Associate (September 23, 2013 – May 10, 2015)
Answer technical support calls and address the customer's technical support needs or
handle/route accordingly.
Provide first-level technical support on the basic operation of the smartphone and tablets and
dongles user using documented procedures and available tools.
Use troubleshooting techniques and tools to identify products that are defective and follow
guidelines in issuing service calls.
Obtaining, entering, and verifying customer information, adhering to scripts.
Escalate problems when unable to make the proper determination.
Remain knowledgeable of Orange product line and service offerings, current industry products
and technologies.
Advise/educate customers within procedural guidelines to ensure a complete solution to their
technical or service questions.
Offered pre-approved lines and upgrades of Orange products and services.
Sutherland Global Services (Lot 562, Block 3 Governors Dr. Poblacion, Carmona Cavite, Philippines)
Consultant (March 22, 2013 – August 16, 2013)
Answer technical support calls and address the customer's technical support needs or
handle/route accordingly.
Provide first-level technical support on the basic operation of the smartphone and playbook
user using documented procedures and available tools.
Use troubleshooting techniques and tools to identify products that are defective and follow
guidelines in issuing service calls.
Obtaining, entering, and verifying customer information, adhering to scripts.
Escalate problems when unable to make the proper determination.
Remain knowledgeable of Blackberry’s product line and service offerings, current industry
products, and technologies.
Advise/educate customers within procedural guidelines to ensure a complete solution to their
technical or service questions.
Teleperformance, Philippines (SDC-IT Bldg. Santana Grove, Dr. A. Santos Ave., Parañaque City 1700)
TOSIBA Expert Care L3 Technical Support (October 01, 2012 - March 15, 2013)
Answer level 1 and level 2 technical support escalations and address the customer's technical
support needs or handle/route accordingly.
Provide out of scope and premium technical support on the customer’s technical concerns and
needs for laptops, tablets, and other 3rd party devices.
Use troubleshooting techniques and tools for the following coverage:
*Virus / Spyware / Malware Removal
*Network and Internet connection issues
*3rd Party Hardware and Software Setup and Installations
*Operating System Support and Optimization
*Data Backup and Restore
Obtaining, entering and verifying customer information, adhering to scripts, and attempting to
make upsells.
Remain knowledgeable of Toshiba’s product line and service offerings, current industry
products, and technologies.
Advise/educate customers within procedural guidelines to ensure a complete solution to their
technical or service questions.
Teleperformance, Philippines (SDC-IT Bldg. Santana Grove, Dr. A. Santos Ave., Parañaque City 1700)
TOSHIBA TAIS/Tablet/AIO Desktop L1 Technical Support (April 20, 2010 - September 30, 2012)
Answer technical support calls and address the customer's technical support needs or
handle/route accordingly.
Provide first-level technical support on basic operational or maintenance of a personal
computer and /or peripherals, tablets, and all-in-one desktop computer using documented
procedures and available tools.
Use troubleshooting techniques and tools to identify products that are defective and follow
guidelines in issuing service calls.
Obtaining, entering and verifying customer information, adhering to scripts, and attempting to
make upsells.
Escalate problems when unable to make the proper determination.
Remain knowledgeable of Toshiba’s product line and service offerings, current industry
products, and technologies.
Advise/educate customers within procedural guidelines to ensure a complete solution to their
technical or service questions.
Teletech Customer Care Management, Philippines (1st–3rd Flr. Robinsons Lipa,Mataas na Kahoy, Lipa
City 4217)
Verizon On Line High Speed Internet L2 Technical Support May 11, 2009 - March 27, 2010)
Answer technical support calls and address the customer's technical support needs or
handle/route accordingly.
Provide first and second-level technical support on basic operational or maintenance of a highspeed internet connection on the available devices using documented procedures and
available tools.
Use troubleshooting techniques and tools to identify products that are defective and follow
guidelines in issuing service calls.
Escalate problems with the third-level technical support when unable to make the proper
determination.
Remain knowledgeable of Verizon’s product line and service offerings, current industry
products, and technologies.
Advise/educate customers within procedural guidelines to ensure a complete solution to their
technical or service questions.
Teletech Customer Care Management, Philippines (1st–3rd Flr. Robinsons Lipa,Mataas na Kahoy, Lipa
City 4217)
Hewlett Packard(HP)Desktops L1 Technical Support (December 5, 2008 - March 11, 2009)
Answer technical support calls and address the customer's technical support needs or
handle/route accordingly.
Provide first-level technical support on basic operational or maintenance of a personal
computer and /or peripherals using documented procedures and available tools.
Use troubleshooting techniques and tools to identify products that are defective and follow
Strength
guidelines in issuing service calls.
Obtaining, entering and verifying customer information, adhering to scripts, and attempting to
make upsells.
Escalate problems when unable to make the proper determination.
Remain knowledgeable of HP’s product line and service offerings, current industry products,
and technologies.
Advise/educate customers within procedural guidelines to ensure a complete solution to their
technical or service questions.
Dedication and hard work are my greatest strengths. My organizational skills and studious nature,
allows me to accomplish whatever task that is at hand.
Date of Birth
Age
Height
Weight
Nationality
Marital Status
Spouse
Personal
Particulars
Character Reference
Rolan A. Cariaga
Quality Analyst
Alorica Lipa
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Engr. Carlo S. Galizdo
Senior Process Engineer
ST Wireless Philippines
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Erika M. Merillo
Administrative Assistant
Staffhaws Outsourcing Philippines
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April 7, 1986
34 years old
5’3”
158 lbs
Filipino
Married
Carmela G. Montellano
