Chuckie Boy Quila

Chuck Quila 115 Ilocos Sur Street Quezon City, Metro Manila, Philippines 28/May/1993 -- Summary Experienced account representative with a decade of client-facing roles, specializing in 401k plan administration, customer education, and relationship management. Known for driving client satisfaction, resolving complex account issues, and maintaining transparent communication. Excels at managing multiple accounts, streamlining service delivery, and strengthening partnerships. Career Goal To manage and grow strategic client relationships, deliver impactful service, and become a trusted partner in business development. Education Computer Networking, Career and Training Center Inc 2015 - 2016 | Computer System Servicing NCII STI College Cubao 2012 - 2014 | Associate in Computer Technology Far Eastern University - East Asia College 2009 - 2011 | BS in Computer Engineering (Undergraduate) Experiences Manulife Data Services Inc March 2022 - present | Client Account Representative Handled 200 companies as their record-keeper for their 401k plan. Making sure that transactions are properly applied and accounts are smoothly flowing. Acer August 2021 - February 2022 | Escalations Manager Handling escalated issues about acer computers for AU/NZ. The Credit Pros October 2020 - August 2021 | Customer Service Specialist Credit repair management - helping people in terms of how they could improve their credit score by providing proper education. Telus International Philippines February 2019 - October 2020 | Team Coach Supporting agents - making sure to attend to their questions may it be a question on their current call or a question about their email. Making sure that they would be giving the right information to the customer. Queue monitoring - sometimes RTA is not around. No one is monitoring the queue. I always made sure that there would be no single call that is going to be abandoned as much as possible. Constantly reminding agents about their ACW, Hold Time and Talk Time and keeping them updated on how many calls are waiting. Submitting an hourly report - analyzing every detail per interval to make sure agents will be hitting their individual targets. Taking in Supervisor/Manager calls if agents couldn't be able to handle the call anymore or once the customer requested to speak to a supervisor or a manager. Coaching agents for their opportunities - once a mark down from Quality has been sent, I would be reviewing it immediately and will coach the agent so that we could be able to break down what was the reason for the markdown. In that way, we could be able to identify the opportunities and action plan to avoid the same mark down. TeleTech Philippines July 2017 - December 2018 | Customer Service Rep III Multi-skilled agent. Handled social media concerns through Facebook and Twitter Answering emails Taking in multiple live chats Handled inbound and outbound calls Concentrix July 2016 - July 2017 | Chat Support Part of the On-boarding Team. Approving applicant documents from US and Canada. Taking in multiple live chats. Key Skills - Account Management & Retention Relationship Building & Client Onboarding Esacalation Handling Process Flow Optimization Salesforce & SharePoint Data Accuracy & Compliance Interest Music, Travelling, Playing online games Social Profile LinkedIn: linkedin.com/in/chuck-quila-92025b175/