VILLAHERMOSA, CHYR DREXEL C.
HOME ADDRESS: Purok 3, Barangay Bagontaas, Valencia City, Bukidnon, Philippines 8709
CONTACT NUMBERS: - / - / +639 -
E-MAIL ADDRESSES:-or-
PERSONAL PROFILE: I want to be able to explore more of my skills and utilize them in a way
that I can also help others, not just for myself, but in achieving both mine and their goals
whether we are at work or in our personal lives. I want to learn new skills, new ideas, new
niches, new mindsets and new opportunities that can help me explore my craft and develop
them for me to grow professionally and individually in a positive way. I have done a lot of selftraining and research on new sets of skills, E-commerce CRM or other online platforms that I
have not been encountered with in my previous working experiences on the internet on
YouTube in particular, but I am still very eager to learn and willing to undergo extensive training
because I don’t believe in short-cut to be successful. Almost everyone starts from the bottom
because for me, we only stop learning when we die. It is just a matter of giving chances to those
who really want to change their lives for the better.
GENDER
AGE
CIVIL STATUS
NATIONALITY
LANGUAGES WRITTEN and SPOKEN
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Male
33
Married
Filipino
English, Filipino and Visayan
SKILLS
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My Main fortes are Siebel Systems; SalesForce Management and I also have a
background in DOS Based Drift Tools (These are all CRM tools for Telco
Companies like Telstra Australia Limited) – This includes Telstra’s Online Shop
(E-commerce platform of Telstra both for Small Business & Consumer Services)
I have a very strong backgrounds in Telecommunication Billing Systems &
Telecommunications Set-up Working Skills, Customer Retention and Call Center
Support
Strong in English Verbal and Writing Communication
Trained as an Email Support, Chat Support or Back of House Support
Proficiency in MS Word, Excel, Power Point, Google Apps (Calendar, Meetings,
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Docs, Sheets, Suite etc)
Clerical and Administrative jobs / Office works, Documentations uploading to
CRM and the likes including Basic Computer/Laptop Technicalities,
Mobile/Tablet Devices Technicalities
This includes basic software and hardware technicalities (But highly trainable)
I have a strong background in other Non-Telco Billing Systems too & some
technical stuffs of Telco Companies like Outages Checker Tools, Serviceability
Tools for Telephone Line (PSTN or Fibre Optic/NBN) and Internet Lines (ADSL,
Cable or Fibre Optic/NBN), Ordering Tools / Order Tracking Tools, Order
Fulfillments, Order Editing, Order Submitting, Opening or Closing Tickets, Email
Support
Citrix Remote, VDI Remote Desktop and Cisco Remote Desktop Trained
Avaya Phone System Trained
Salesforce (Email Tool) for a Food & Beverage, Café, Bakery or Restaurant
Company includes CMT, DMT, 20/20 (Agilence Inc Billing System Tool) and
another billing system called CORE (These tools are for my Email Support
Background in Panera Bread & Co.) – These are all in Qwest BPO Inc as an
Email Support
KANA Tool (Live Chat & Email Tool) This was in Qualfon for TracFone &
StraightTalk Wireless USA Based Mobile Prepaid Services
Can easily be taught to any given task or project even if these things are already
out of my scope/field/course if given a chance and be trained
Intermediate skills in Photo and Video Editing
Local Vlogging & Managing Facebook Pages & Groups
I'm absolutely a fast learner type of person
Zoom, Skype, and other videoconferencing software
SELF TRAINING & RESEARCHES: (Via Google & YouTube)
I have done a lot of Self Studying online specially on YouTube on these things below:
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Social Media Management
Google Calendar, Google Meetings, Google Suite, Google Docs, Google Sheets
Travel Booking
Zendesk & Shopify (Way Simpler than Siebel and SalesForce) and other online
e-commerce CRM tools, but I still want to learn more deeper on these two CRM
(Zendesk & Shopify) platforms if given a chance to work with a company that
uses these two systems
Contact Research
Scheduling Appointments
Data entry
Reports
Calendar Organization
Leads Generation
WORKING EXPERIENCES:
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Qwest BPO Inc. (Cebu, Philippines)
Email Support for Panera Bread and Co. USA
Project-Based Work from Home (Remote)
December 2020 up Present
Job and Responsibilities:
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Our main role is handling customer’s concerns via email. Handles customer’s
complaints via email and provides resolutions to them in a timely manner.
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We also put the customers through or escalate them to the correct channels with
their specific concerns. (Bakery, Café, Restaurants, Groceries or One Stop Shop across
all branches and franchisees)
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We provide rewards, gift cards or credits to each customer’s online account if it is
really needed depending on customer’s complaints or issues
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We support customer’s online management (MyPanera Account both Website and
Mobile App)
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We are using SalesForce Management as our main tool, Paytronix, Customer
Management Tool (CMT), Discount Management Tool (DMT), COREand 20/20
Agilence Inc for Billing Issues
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In general, we ensure that each customer’s concerns are going to be addressed
and handled properly
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Telstra International Philippines Inc, Cebu Philippines
Telstra Small Business Consultant / Service Check-in Team
Consultant / Email Response Team / Premium Support for Small
Business Customers – Billing & Collections
8F E-bloc 2 Tower, Asiatown IT Park, Apas, Cebu City, Philippines
6000
December 2015 up to December 2020
Job and Responsibilities:
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We are using many tools for billing (DOS Based and Web
Applications Based, Siebel Systems, SaleForce Management Tool), online
ordering tools (Fulfillment, Edit, Tracking, Ticketing & Closing orders),
checking outages, serviceability checker, online ordering tool. Personal
Working Email and System Generated Email, System generated SMS.
Sales Ordering Tool, this tool can be used on processing sales orders on
all services in Telstra and many more.
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Ensuring customer’s business accounts are in the right deals
including their usage inclusions. This includes Mobile Services, Mobile
Data Services (International or Overseas Data and Call Usage for
Mobiles), Wireless broadband, PSTN and Internet Services (ADSL, Cable
or Fibre Optic/NBN)
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Making sure that customer’s accounts are up to date including their
billing methods and billing addresses for them to really get their bills on
time.
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Explaining to them the charges that will apply and why they’ve been
charged for them from the first billing cycle of their services up until the
time they may want to cancel or disconnect their services.
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Providing information to customers about the services that they may
get when it comes to fixed services like PSTN, ADSL, CABLE Internet or
Fibre Optic/NBN if they are available in their areas or premises.
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Calibrating the customers about the plans that are going to be
decommissioned and the new plans to come.
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Since they are small business customers, we are going to make
sure that they are in the right segment or line of business under Telstra so
that we can cater them the business services that they need accordingly
and that can really tailor fit to their needs as business customers.
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Handling complaints.
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Handling complex orders like Bundle Services (Telephone, Internet
and TV Subscription) including Mobile Services Orders with handsets.
Track orders especially handsets or devices if they are on their way with
the 3rd party delivery team.
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Check order status whether it is new or just an upgrade. Or if the
order is in provisioning or got an error, we are going to get in touch with
our Back of House Team who handles the back orders.
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We are also processing sales orders, not just pure billing. It is more
like a One Stop Shop.
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Sending them emails about their concerns that are being escalated
to other departments that are out of our scope. It’s like going through the
extra mile of our service that we provide to each customer that we talked
to over the phone. And that’s vice versa so there are times that we are
exchanging emails with our customers because we can use our working
email for helping our customer until things are being sorted.
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If there’s a need to inform them that they are not in the right plans
then we are going to call them just to inform them that we need to put
them to the plans that are worthy of what they’re paying for.
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We are going to give our sympathy and empathy when they are not
happy with their services and offer better options.
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Perform some basic troubleshooting if they encounter technical
difficulties on their services and explain to them how to correctly use the
services before we are going to call our technical specialist.
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Instill in our customer’s mind and heart that though nothing is
perfect we are always working to provide the best services that we can
provide throughout Australia and even overseas and let them know and
feel that we’re on top of their concerns and needs. That we are always
making innovations to provide the services that they really need or even
want.
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Providing the information about our Self-Service Options Online if
they are on the Go. Making sure that they have full control of what is
happening on their account. Like usage monitoring, payments and bills.
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Processing direct debit set up / payments through credit cards or
bank accounts.
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Keeping or protecting a customer's account secure by following the
Security Policy and applying security measures.
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Telstra Powered by TELETECH, Cebu Philippines
Foxtel from Telstra Sales and Billing Consultant
and Telstra Residential Billing Consultant for Fixed/Internet Lines and
Mobiles – Billing & Collections
12F E-bloc 2 Tower, Asiatown IT Park, Apas, Cebu City, Philippines
6000
December 2014 up to December 2015 Then Laterally or Internally
transferred to Telstra Direct (Telstra International Philippines Inc,) for
another Line of Business which was the Telstra Small Business Accounts.
(This was somehow a sort of promotion.)
Job and Responsibilities:
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We are using many tools for billing, order’s status checker, checking outages,
serviceability checker, online ordering tools (Fulfillment, Edit, Tracking, Ticketing &
Closing orders)
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Using our Main CRM Tool which is the Siebel Systems and SalesFroce
Management Tool
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Taking care of the customer’s Residential Services like Foxtel Service (TV
Subscription), Bigpond Service (Internet like ADSL, Cable or Fibre Optic which is NBN),
PSTN (Telephone) and Mobile Services account.
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Ensuring customer’s residential accounts are in the right deals including their
usage inclusions. This includes Mobile Services, Mobile Data Services (International or
Overseas Data and Call Usage for Mobiles), Wireless broadband, PSTN and Home
Internet Services (ADSL, Cable or Fibre Optic/NBN)
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Making sure that customer’s accounts are up to date including their billing
methods and billing addresses for them to really get their bills on time.
●
Explaining to them the charges that will apply and why they’ve been charged for
them from the first billing cycle of their services up until the time they may want to
cancel or disconnect their services.
●
Providing information to customers about the services that they may get or what
technology is working in their area when it comes to fixed services like PSTN, ADSL,
CABLE Internet or Fibre Optic (NBN) if they are available in their houses or premises.
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Calibrating the customers about the plans that are going to be decommissioned
and the new plans to come.
●
Handling complaints.
●
Handling complex orders like Bundle Services (Telephone, Internet and TV
Subscription) including Mobile Services Orders with handsets. Track orders especially
handsets or devices if they are on their way with the 3rd party delivery team.
●
Check order status whether it is new or just an upgrade. Or if the order is in
provisioning or got an error, we are going to get in touch with our Back of House Team
who handles the back orders.
●
We are also processing sales orders, not just pure billing. It is more like a One
Stop Shop.
●
Sending them emails about their concerns that are being escalated to other
departments that are out of our scope. It’s like going through the extra mile of our
service that we provide to each customer that we talked to over the phone. And that’s
vice versa so there are times that we are exchanging emails with our customers
because we can use our working email for helping our customer until things are being
sorted.
●
If there’s a need to inform them that they are not in the right plans then we are
going to call them just to inform them that we need to put them to the plans that are
worthy of what they’re paying for.
●
We are going to give our sympathy and empathy when they are not happy with
their services and offer better options.
●
Perform some basic troubleshooting if they encounter technical difficulties on their
services and explain to them how to correctly use the services before we are going to
call our technical specialist.
●
Instill in our customer’s mind and heart that though nothing is perfect we are
always working to provide the best services that we can provide throughout Australia
and even overseas and let them know and feel that we’re on top of their concerns and
needs. That we are always making innovations to provide the services that they really
need or even want.
●
Providing the information about our Self-Service Options Online if they are on the
Go. Making sure that they have full control of what is happening on their account. Like
usages monitoring, payments and bills
●
Processing direct debit set up / payments through credit cards or bank accounts.
●
Keeping or protecting a customer's account secure by following the Security
Policy and applying security measures.
●
Qualfon Quality Contact Services, Cebu Philippines –
Tier 3 Live Technical Support / Live Chat and Email Support TracFone Wireless & StraightTalk Wireless - Mobiles
9F Skyrise 3 Tower, IT Park, Lahug, Cebu City, Philippines 6000
November 2012 up to December 2014
Jobs and Responsibilities:
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Assisting TracFone Wireless Customers in troubleshooting their prepaid
service devices if they’re having problems making calls or connecting to the
internet including mobile data.
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Part of the Email and Chat Support Team of TracFone Wireless America
using KANA for both Chat & Email
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Able to use the 4 Largest Service Provider’s Billing System in the USA
which is the AT&T, Verizon, Sprint and T-Mobile since TracFone Wireless is
using their towers and networks.
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Checking in the system if customers receive their prepaid minutes that
they’ve added to their mobiles.
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Verifying to AT&T, Sprint, Verizon or T-Mobile if there’s an outage in the
customer’s area or none.
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Handle complaints and do Managerial/Supervisory Calls.
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Process orders with new mobile devices through the system and check the
order until customers get them. This includes new orders and upgrades.
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Processing direct debit set up / payments through credit cards or bank
accounts.
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Process Mobile Device Replacements or even Prepaid Cards or Minutes
replacements.
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Providing a customer's option if their plans are really fit to their needs on a
daily or monthly basis including the inclusions.
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Updating customers to our new and upcoming plans and deals.
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Keeping the customer’s account secure by following the Security Policy.
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Rustan Supercenters, Inc. / ShopWise Cebu
Basak San Nicholas, Cebu City, Philippines 6000
Sales Associate - Non-Food Products
September 2011 up to September 2012
Jobs and Responsibilities:
● Assisting customers on what items or goods they would want to buy
from the store.
● Keeping the store floor clean and presentable including the items or
goods that have been displayed.
● Always in alert of customers that may need extra help for example
(persons with disability).
● Displaying the right prices of each item or goods that are displayed.
● Monitoring the stocks availability. This includes monthly and annual
items/goods inventory.
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Ghassemi’s Persian Carpet Ayala Center Cebu, Cebu City, Philippines 6000
Sales Associate
January 2011 up to May 2011
Jobs and Responsibilities:
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Managing all works of the Carpet Store. (selling, assisting customer’s
concerns or queries, processing payments, checking stock availability, getting
stock from the warehouse to the store, monthly inventory and sales
inventory/records)
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SM Baby Company SM CITY CEBU
Sales Utility Clerk
June 2010 up to November 2010
Jobs and Responsibilities:
● Keeping the selling floor clean and attractive to the customer’s eyes.
● Assisting customers who would like to buy our products. Especially
women that has a baby.
● Doing the monthly inventory of the outright products that we are selling.
● Assembling baby cribs if needed.
● Promote the store in order to gain more profit.
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Kuya Ed "Bahay Kainan" Buffet Restaurant
Magallanes St., Davao City, Philippines 8000
Waiter
JULY 2009 up to DECEMBER 2009
Jobs and Responsibilities:
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Assisting customers who would want to dine in the restaurant and being alert on
what they need or want.
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Keeping the restaurant clean and maintaining the proper hygiene.
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Making sure that we are providing fresh cooked foods from appetizers to dessert
and of course that includes on the main courses.
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Treat all customers like kings and queens.
TRAININGS ATTENDED:
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TESDA HOLDER OF NATIONAL CERTIFICATES LEVEL 2 IN HOUSEKEEPING and
FOOD and BEVERAGES SERVICES
BASIC SAFETY TRAINING CERTIFICATE (SOLAS)
CERTIFICATE OF ATTENDANCE BY ATTENDING THREE (3) DAYS OF
ENCOUNTERING GOD RETREAT LAST APRIL 17, 18 and 19, 2008.
CERTIFICATION OF INVOLVEMENT ON LECTURES and TRAINING PERTAINING
TO THE ASPECT OF FOOD and BEVERAGES SERVICES and CERTIFICATE OF
PARTICIPATION FOR HAVING ATTENDED THE CULMINATION ACTIVITY ON
HOTEL TOUR last MARCH 20, 2009 at the ROYAL MANDAYA HOTEL DAVAO CITY
PHILIPPINES
SOLAS or BASIC SAFETY TRAINING at UNIVERSITY OF CEBU- METC
FEBRUARY 11 to 19, 2010 MAMBALING CEBU CITY, PHILIPPINES
ON THE JOB TRAINING WAS IN: GRAND REGAL HOTEL LANANG, DAVAO CITY
SPECIFIC AREAS:
HOUSEKEEPING DEPARTMENT
PUBLIC ATTENDANT
LAUNDRY ATTENDANT
ROOM ATTENDANT
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FOOD and BEVERAGE DEPARTMENT
DINING ATTENDANT / WAITER
BANQUET WAITER
KITCHEN DEPARTMENT
BUTCHERY SECTION
EDUCATIONAL ATTAINMENT:
ELEMENTARY:
BATO ELEMENTARY SCHOOL
Bato Sta. Cruz, Davao del Sur
Graduated SY-
CAWAYAN CENTRAL ELEMENTARY SCHOOL
Cawayan, Dalaguete, Cebu-
SECONDARY:
DALAGUETE NATIONAL HIGH SCHOOL
Dalaguete, Cebu
Graduated SY-
COLLEGE:
Cebu Institute of Technology – University
Bachelor of Science in Business Administration Major in General Business
Management
Graduated last March 24, 2018
Cebu City, Philippines
Davao Central College
2 Years Associate Graduate in Hotel and Restaurant Management
Graduated last April 2009
Toril, Davao City, Philippines
University of Cebu
Bachelor of Science in Customs Administration
1 semester only in 2005
Cebu City
CHARACTER REFERENCES:
Name: Mr. Ritchie Dolfo
Position: Team Lead
Company: Telstra International Philippines Inc.
Contact Numbers:- /-
Email Address:-
Name: Mr. Vincent John De Castro
Position: Team Lead
Company: Telstra International Philippines Inc.
Contact Number:-
Email Address:-
Name: Ms. Glendale Fabricante
Position: Team Lead
Company: TeleTech Philippines
Contact Number:-
Email Address:-
