EDMUND JAMES C. SISMUNDO
Address: Mintal, Davao City, Philippines 8000
Email/Skype:-Facebook: EJ Sismundo
Phone: -
_________________________________________
PROFILE OVERVIEW
I am a degree holder of BA in English and had been part of Training & Development in two large BPO companies
in the Philippines for 2 years. My experience as a trainer can help provide outstanding customer service for your
organization. I am a strongly motivated individual, upbeat, courteous, customer service oriented and highly
persuasive with 5+ years of experience in the contact center industry. Bringing strong communication, customer
service skills and technical support knowledge to exceed the company and client’s expectations in a highly
stimulating and challenging role.
____________________________________________________________
EDUCATIONAL BACKGROUND
Bachelor of Arts in English
Central Mindanao University
Musuan, Maramag, Bukidnon 8714
Year 2007 – 2011
I fulfilled a 4-year degree program which centers on the theoretical aspects and practical applications of the
English language and literature.
____________________________________________________________
WORK EXPERIENCE
August 2017 –March 2018 (8 months)
Sales Associate | Online Pharmacy, Diabetic Supplies
Byte Success Marketing | Homebased Program
▪
▪
▪
▪
Work from home
Process account/collect patient, insurance, doctor’s information
Set up and manage diabetic supplies of new and existing patients
Sell online pharmacy/mail-in service
May 2017 – August 2017 (4 months)
Sales/Technical Support Agent | Computer Software, Products, Support Services
US Global Tech | Homebased Program
▪
▪
▪
▪
Work from home
Establish computer remote access
Sell computer software, products, support & services
Identify and troubleshoot computer software related issues
January 2016 – April 2017 (1 year & 3 months)
Product Trainer, Training & Performance Improvement | T-Mobile Gen-Care
Alorica | IT Park, Tahimik Avenue, Talomo, Davao City 8000
▪
▪
Handle classes (24 headcount per class) for a 2-month training period
Monitor, provide, record and conduct effective training sessions & nesting based on the standards of
T-Mobile USA client. The training curriculum covers the following:
➢
➢
➢
➢
➢
➢
▪
Customer Service Training
Program Tools Training
Sales Training/Process Order/Check Order Status
Account & Data Changes
Technical/Troubleshooting Training
TCC/Nesting (taking customers’ calls)
Maximize trainees' effectiveness by ensuring they have the following:
➢
➢
➢
➢
Knowledge of the policies, procedures, products and services
Effective and efficient use of the program's tools
Skills to make sales and offer promotions & discounts
Expertise to troubleshoot network, device, account & service issues
____________________________________________________________
June 2015 – January 2016 (7 months)
Program Trainer, Consultant Learning Services | AT&T ConnecTech
Sutherland | Corner Quirino St., Emilio Jacinto Ext., Davao City 8000
▪
▪
▪
Handle classes (20 headcount per class) for a 45-day training period
Deliver online assessments and computer hands-on activities
Conduct New Hire Training Curriculum of AT&T Tech Support which covers the following support:
➢ Sell products and services based on customer's technology needs
➢ Expert support for basic computer software (Mac & Windows), network security, virus/malware,
email, printer, networking and other peripherals' connectivity issues
▪
Cover, monitor and record trainee’s nesting stage
April 2012 – June 2015 (3 years & 2 months)
Consultant/Technical Support Specialist | AT&T ConnecTech
Sutherland | Corner Quirino St., Emilio Jacinto Ext., Davao City 8000
▪
▪
▪
▪
▪
▪
Handle inbound calls from AT&T Residential customers in the US and provide one-call resolution to
problems reported
Pitch and sell products and services for technology needs of customers
Expert support for software, virus, security and performance related issues of Windows and Mac
Identify and resolve internet connectivity problems of computers and other peripheral devices like
printers, gaming console, security system/cameras, smart phone and tablets, etc.
Perform data entry services to punch customer's information, call logs and troubleshooting
documentation
Provide technical and analytic support
November 2011 – April 2012 (6 months)
Technical Support Representative | Roku Device
Synnex Concentrix Corporation | Cagayan de Oro City 9000
▪
▪
Handle inbound calls from new and existing Roku device customer base
Support customer inquiries, device network connectivity problems, account and billing
____________________________________________________________
CAREER RELATED SKILLS
▪
▪
▪
▪
▪
▪
▪
▪
▪
▪
5+ years’ experience in call center industry set-up
1-year experience in homebased projects
Outstanding English communication skills
Broad knowledge and skills in CSR training & development
Proficient in MS Office like Word, PowerPoint, Excel and various database management applications
Proven ability to learn and operate software applications quickly
Highly skilled in fixing Windows/MAC computer software related issues & device networking
Expert in using the company’s database software
Experienced ability to make inbound and/or outbound phone calls
Strong communication and persuasive skills
____________________________________________________________
REFERENCES
▪
Angel Vic Salvania
Product Trainer, Training & Performance Improvement
T-Mobile Gen-Care | Alorica | Davao City
Email:-| Phone: -
▪
French David Isaal
Supervisor, Training & Performance Improvement
T-Mobile Gen-Care | Alorica | Davao City
Email:-| Phone: -
▪
Michelle Manalo Tianero
Team Manager | AT&T ConnecTech | Sutherland | Davao City
Facebook: Michelle Tianero
▪
Ryan Ausa
Supervisor, Quality & Customer Experience
T-Mobile Gen-Care | Alorica | Davao City
Email:-| Phone: -
▪
Ian Jay Aguitong
Online Homebased Freelancer | Davao City
Phone: -
▪
Joyce Kilmer Muñez
Online Homebased Freelancer | Davao City
Email:-| Phone: -
____________________________________________________________
VIEW MY PROFILE
LINKEDIN
https://www.linkedin.com/in/edmund-james-sismundo-120a18142/
FACEBOOK
https://www.facebook.com/edmundjamess
UPWORK
https://www.upwork.com/freelancers/~01d8a0b037aeae7d0b
