Danilo Santiago Jr

DANILO SANTIAGO JR Operations Manager REMOTE WORK EXPERIENCE Email Customer Support Juniper Creates December 2020 - May 2023 CONTACT INFORMATION: --Quezon City, Philippines LANGUAGE English Tagalog (Native ) SKILLS Responsible for order management Such as order creation, account updates, fulfillment, tracking of orders Cancellation, refund, replacement, order updates Training/Onboarding of new agents Phone Customer Support 800.com September 2018 - December 2020 Responsible for answering Phone, Email and Chat Support Assist in software phone configuration Provide troubleshooting Offer plan upgrades Outbound Customer Support Thomas Smyth September 2017 - May 2018 Responsible for account retention Assist in account management Provide options for retention Offer plan support Operations Management Leadership Operations Support Customer Support Critical Thinking EDUCATION Pateros Technological College Bachelor of Computer Science- BPO WORK EXPERIENCE Phone Customer Support Sitel Ph April 2015 - January 2017 Responsible for call escalations Flight Cancellation, refund, credit Compensation and other options Operations Manager 24/7 Customer Ph October 2011 - November 2014 Responsible for site management Managed Supervisors Direct report to client Touch base to teams Coach agents/give feedback In charge of the whole operations team Monitor KPIs IT Specialist Numonyx Ph August 2008 - January 2010 Responsible for client services Handled Client Support Services such as deployment of Laptop/Desktop and troubleshooting hardware/software problem. Handled PRIS management for editing and specs review. Provide 24x7 First level of Technical IT support for cavite site over the phone or on-site/physical troubleshooting) technical problem analysis during Live Call handling and problem diagnostics • Team Leader | Operations Manager Alorica Ph May 2005 - August 2008 Responsible for team management Manage agent's KPIs Touch base to teams Coach agents/give feedback QA analysis Provide performance plan Provide team meeting updates