Earvin Tenefrancia

Earvin B. Tenefrancia Camolinas St. Near housing Poblacion Cordova Cebu 6017 Phone number:-- Professional Summary This candidate has been working within telecommunications industry for no less than seven years but for the past two years and half I have become a competitive Team leader. Adept at motivating team member to succeed, establishing effective call canter policies andmaintaining team morale. I am highly motivated and enjoy working within a competitive atmosphere. This goal- oriented attitude makes me the ideal asset to elevate the success of any company to the next level. Also, efficient project coordinator with 2+ years of experience. Highly organized and skilled in interpersonal communication .Commended 14x by project manager for providing timely, accurate progress reports. Highlights Developed teams that were consistently rated to the highest in the company for customer satisfaction Excellent communication and presentation skills Still like to take calls and work with the team Excellent morale builder and team member Focuses on the success of each team members as well as the company Great experience on Project Management Detail oriented, self-starter Excellent analytical, data reconciliation and problem-solving skills Work Experience December 2019 – June 2022 Lexmark International Inc (Deployment Project Coordinator). Assist Project Manager (PM) in all phases of Implementation Project by driving and managing their own set of tasks and activities without requiring daily guidance and assignments from the PM PMs are responsible to lead project meetings but DPC’s may be asked to initiate internal or customer-facing conference calls, take meeting minutes, update action items, or other activities in support of the PM. Place orders and monitor orders/shipments to ensure delivery according to project schedule Track order fulfillment and delivery of hardware using Lexmark systems and carrier websites. Resolve delivery and schedule issues between carriers and customers. Work with internal supply chain personnel, transportation carriers, disposal partners, and installation partners to coordinate service delivery, gather data, and resolve issues requiring real-time coordination between carrier, customer, and install partner. Manage complex interactions including changes, disruptions, and other unplanned events while a technician is on site Interface with customers and installation partners during installation Work with customer personnel on gathering data for existing assets, confirm deliveries, and other general assistance as directed by PM. Proactively support the PM in identifying and reconciling inventory discrepancies Escalate issues promptly and proactively work with stakeholders to avoid/mitigate future issues Document all meeting data as appropriate; provide regular status reports to all team members, client, and internal management as directed by the PM Provide accurate and timely information to management on the performance measurement, quality assurance, and customer satisfaction areas of the project (e.g. delivery timeliness) Manage deployment plan to ensure timely and accurate deployment according to customer approved schedule. Provide fist line of support for business process inquiries from both new DPCs and new PM’s. November 2016 – December 2019 Sykes Asia Cebu Handling voice/Chat support Agent Level Serves customers by providing product and service information; resolving billing concerns and service problems. Attracts potential customers by answering product and service questions; discovers customer needs, recommends a service and closes the sale. Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustments; following up to ensure resolution. Contributes to team effort by accomplishing individual and team goals set by the management. Promoted as Team Leader Delivered motivating speeches to the team each morning that were designed to get everyone ready for the day. Sending team score card updates every start of the shift plus daily touchpoint. Detractor coaching – RCA Ran a team that consistently rated the highest in the company for reliability and productivity July 2016 – November 2016 Teletech Oakridge Handling Voice Support Agent Level Support Customer service, basic trouble shooting plus upselling on one of the biggest telecommunications company in United States. January 2016 – July 2016 Teleperformance Ayala Cebu Handling Voice Support Agent level Support Customer service, basic trouble shooting plus upselling on one of the biggest telecommunications company in United States. (Same account when working with Teletech but different region) May 2013 – January 2016 – Stream Global Service/ Convergys Philippines Handling Voice Support (Outbound and Inbound Calls) Agent Level Support Customer Service plus basic trouble shooting for a local telecommunication here in the Philippines. Attracts potential customers by answering product and service questions; discovers customer needs, recommends a service and closes the sale. Achievements Top 2 TL for December 2018 Top 3 TL for November 2018 Top 2 TL for January 2018 Top 1 TL for December 2017 Top 1 TL for October 2017 Top 3 TL for September 2017 Top 2 TL for August 2017 Trainings A3 Problem Solving Fundamentals & Project Management Fundamentals for Key Projects – Discuss Problem solving overview, Root cause analysis, Counter measures and Project life cycle. Expert Insights on Leading Teams training - Acquire insights on the importance of cohesion and trust in building a great team. New Project Manager Essentials training - recognize the common characteristics of projects, identify sources of experience and information to leverage when starting a new project and recognize the responsibilities of a project manager. Becoming a Successful Collaborator training - identify characteristics of collaboration, recognize characteristics that help you be a better collaborator and recognize characteristics of good team members. Adopting an Inclusion Mindset at Work Training - recognize the benefits of practicing inclusivity at work and identify best practices for encouraging inclusive changes in your organization no matter what your role. SALES and RETENTION TRAINING - The training hones the customer-facing skills of salesmen, spanning almost all aspects of sales and customer interactions that result in promoting brand loyalty COACHING 1.0 - This program provides participants with an introduction to the roles and responsibilities of leaders. COACHING 2.0 - This course covers the definition of leadership, the roles played by leaders and the knowledge and skills needed in conducting one-on-one, face-t-face discussions with employees. Behavioral Interview Training - This training is designed to help participating managers gain the behavioral interview skills needed to prepare for and conduct behavior-based interviews and to hire a winner, also known as the best qualified person for the position. Data Analytics Training - Analyzing and interpreting data. EXCEL TRAINING: - Basic and Intermediate training for Microsoft Excel. SQMT 1.0 &2.0 - SQMT is a skill development process designed to address the core needs of personnel who are performing quality process: Transaction Monitoring, Calibration and Quality Coaching. LANGUAGE AND CORE SKILLS TRAINING (2 weeks) - Focuses on telephone etiquette, grammar, and sentence construction includes familiarization of American Idiomatic Expressions that are commonly used. Education 2013 Cordova Public College – Bachelor of Science in Information Technology Graduate Character Reference May Marzol Arcenas Gina Marie YoungAlxend Earl Pabriga Team Leader Senior Account ManagerTeam Leader- -