Ed Russel Diama

Ed Russel N. Diama Contact Number: - E-mail:-  Career Objective: Obtain a position as a team-player in a people-oriented organization where I can maximize my customer-service experience in a challenging environment to achieve the corporate goals. SUMMARY OF QUALIFICATIONS   Motivated and self-driven professional with 6 years of sales success; winner of several awards. Known for ability to build relationships and educate customers, resulting in customer satisfaction, retention, and increased sales. Polished, professional customer service rep offering: ·         7 years of experience providing customer support and technical support in a busy call center environment for public utility and insurance industry employers. ·         An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. ·         Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes. Team leader for 2 years and a Workforce associate for 3 year and  4 months. With effective coaching training and people-skills. Has knowledge in MS office Software, Good Customer Service, Good Team Leader Skills, has 2 years of Internship in Private and Public Hospitals and health care facilities, flexible, can work in various shifts including Holidays and Weekends, willing to relocate, willing to be trained.     EXPERIENCE   Freelance Lead Generation Specialist and General Admin:- Responsible for working as part of a team to support the Inside Sales Representatives and Account Executives in prospecting and building a pipeline of qualified leads to meet business plans, quotas, and company objectives. Research and target prospects using a variety of sales tools. Offsourcing Incorporated: October 2016- Present Workforce Analyst / Reporting Lead Resolve / process all escalated issues. Must be able to join or lead project initiatives Monitor and manage the team’s performance metrics Stack rank all team members, based on the performance metrics Track / manage team attendance and review team performance Conduct pre / post shift meetings with the team; cascade process-related updates from the client and the management Checks adherence stats of agents and maintain balance among call volumes Manage Service level of all Business Units Research and identify clients and coworkers to develop project goals. Prepare transparent standard reports and analyze to support business needs. Develop and enhance spreadsheets and databases’ functionality like usage of forms, templates and logic functions. Develop cross group and cross functional reports covering client needs Develop and create data layout like tables, charts, graphs, heat maps and process flow diagrams.     Convergys Philippines:  December 2014 – up to June 2016 Davao City Team Leader (Macys Retail and Macys Credit)   Resolve / process all escalated issues. Must be able to join or lead project initiatives Attend call calibration sessions Monitor and manage the team’s performance metrics Stack rank all team members, based on the performance metrics Track / manage team attendance and review team performance Conduct pre / post shift meetings with the team; cascade process-related updates from the client and the management Facilitate huddle sessions and team building exercise Take corrective and preventive actions Act as an interface between the team and the management and all Support functions     Convergys Philippines September 2013 – November 2014 Davao City Customer Service Associate (Macys Retail)   Accepts online orders Tracking orders and deliveries Attend call calibration sessions Acts as a liaison for teams metric performance. Stack rank all team members, based on the performance metrics Facilitate huddle sessions and share best practices to team members           Vision-X Incorporated March 2012 – May 2013 Davao City Technical Support Representative (AT&T Uverse)   Resolve / process all escalated issues. Resolve issues regarding Phone/Cable and Internet connectivity issues Conduct pre / post shift meetings with the team; cascade process-related updates Do follow-ups on non-resolved issues. Sutherland Global Services November 2010 – March 2012 Davao City Technical Support Representative (Cyber Defender)   Resolve any IT-based issues by doing remote access to their desktops/laptops Ensures client satisfaction on quality/customer satisfaction and service levels. Maintains line of communication with the client product teams. Handling everyday crisis (support tools/Telecoms downtime or any operational issues).   Educational Background College School: Davao Doctors College Course: Bachelor of Science in Nursing Year attended: SY-    High school School: Davao City National High School Year attended: SY-     Personal Particulars   Birth date: March 26, 1990 Age: 28 years old Marital status: Single Permanent address: 90-4 Artiaga St. Davao City Gender: Male Mother’s name: Alma N. Diama Father’s name: Edwin M. Diama