Eduardo H. Manalaysay Jr.

 EDUARDO H. MANALAYSAY JR. Lot 18, Block 6B, Kingstown 1 Subd., Brgy. Bagumbong North Caloocan City Tel. No- Cellphone no. - Email :-- MANAGEMENT PROFILE Operations Oversight Team Leadership and Training Customer Care: conflict and dispute resolution Highly accomplished, deeply driven, creative marketing and customer care professional with proven track records in both in sales and customer service industry. Respected, enthusiastic leader and mentor in the business outsource industry, with proven ability to train, motivate, develop and retain new and existing business. Demonstrate strong competency in collaboration and problem solving. CORE COMPETENCIES Operations Management Counseling and Coaching Time and Behavior Management Cross-functional Team Coordination Policy and Procedure Administration Customer/Client Relationships Customer Care: Conflict and Dispute Resolution Team Building and Motivation Professional Profile: Home-Based Online Professional Contractor: February 2009 to present – I worked with various international companies within Odesk as a freelance service provider. My job assignments: Customer Service, telesales and telemarketing wherein I was trusted supervisory to management roles handling BPO accounts mostly from Australia. I was awarded a trip to Australia due to the successful work I have accomplished and was invited as a guest speaker in a business convention in Queensland Australia. (With Documents and pictures) I was also cited by Odesk as their Top Provider for March 2010. I am adept in using different CRMs and online based tools. My Odesk scores and comments from the employers themselves found in my profile have proven that I am one of the best in the industry. This is the link to my Odesk Profile: https://www.odesk.com/users/~~76afb-b Operations Manager – Velotech Inc. – May 03, 2007 to Sept 22, 2008 – Served as a Team Leader and assumed full responsibility of the Operations Management of assigned site (Pacific Star Site.) Handled four (4) verifier/supervisors with twelve (12) customer care/sales representatives assigned to them. Supervised and directed the customer care training programs and communication skills of the CSR’s of the entire site. Monitored and evaluated the over-all performances of agents and gives recommendation to higher management level. Developed very skilled sales agents for a business to business telemarketing style. Reduced poor performing CSRs. Motivated sales agents and through positive thinking. Developed good clientele relationships and maintained existing ones. Established a competitive spirit among all the teams in the site. Customer Service Representative/Coach – ICT Marketing Services Inc. – Sept 10, 2004 to November 15, 2007 – Handled the Customer Care responsibilities of the assigned account-GMAC Mortgage. The task included billing explanation/accepting payments, general account information and account analysis. Handled the coaching and soft skills improvement of CSRs that via floor-walking and side-by-side coaching. Cited as one of the top CSRs of the campaign (GMAC Mortgage). Led a team in Market Research in a business to business set up. Developed ways to reach target quotas for the week/month. Customer Service Representative – Vocativ/Teletech – July 21, 2003 to Aug. 6, 2004 – Handled the Customer Care responsibilities of assigned accounts-Nextel and Bellsouth. Ensured that proper customer service, professional ethics and customer satisfaction are met. Handled multiple tasks like billing, technical support, and customer complaints. Commended as Top CSR for three consecutive months (May-July 2004). Sales & Marketing Manager – Denmar Publishing Corp. – July 2001-May 31, 2003 Led a sales team and ensured that the company sales objectives are met. Conceptualized and initiated the marketing promotions and plans for the year. Ensured that good client relationships are maintained and the prospective clients become business associates. Assumed the operations management of the company and ensured smooth nationwide product marketing & distribution. Developed highly-skilled sales force and reduction of poor performing ones. Increased collections from past and dormant accounts. Established new business relationships and acquired new accounts. Reservations Officer – GenMart Hotel Group Inc. April 1, 1997 –July 2001- Ensured that proper customer service are met by managing hotel personnel. Supervised the hotel reservations and inquiries of corporate and individual clients through management of telemarketing staff. Ensured that all hotel facilities are well kept and properly maintained by the staff. Sales Coordinator – Telecoms Specialists Inc. (Mktg. Arm of Smart Comm.) – Feb. 1995- April 1997: Handled the marketing and distribution of telecommunications gadgets and equipments to individual and corporate clients. Supervised sales agents to reached team targets for the month. Marketing Executive – Onman Trading Corp. – March 1991- Feb. 1995 – Participated in government biddings with the President of the company. Ensured that the company’s sales objectives are met. Medical Sales Representative – Asia Health Systems, Inc. – Jan. 1988-Jan. 1991: Handled the promotion and marketing of pharmaceutical products to Prescribing and dispensing MD’s of the assigned territory. New Accounts Clerk – Republic Planters Bank (Malabon)- May 1987-Dec. 1987: Handled new accounts services of the bank. Presented the available banking services to new clients. Educational Background: College: University of Santo Tomas, Espana, Manila – BSC BA (Marketing, Management, Banking) 1983- 87 High School: Notre Dame of Manila, 12th Ave. Grace Park, Caloocan City-1979-83 Elementary: Notre Dame of Manila, 12th Ave., Grace Park, Caloocan City- 1977-79 Primary: Immaculate Concepcion Academy of Manila, Tondo, Manila- 1972-77 Organizational Involvement: Youth & Sports Comm. Chairman – Kingspoint Homeowners Association Inc- Board of Director – Kingspoint Homeowners Association- Voting Center Manager- National Movement for Free Elections (NAMFREL- Organizer, “Bingo for a KISS” Organizer, Kingspoint Summer Sportsfest – “KISS” 1996-present Active Member of Medical and Dental Missions for the Kingspoint Community School Activity Involvement: Teatro Tomasino- Actor/member- Systems – UST Computer Society – 1986-87 Pax Romana 1986-87 Class President – 1985-87 Personal Data: Height: 160cm Religion: Roman Catholic Weight: 50 kg Talents: Acting/Singing Birthdate: August 19, 1966 Hobbies: Reading, Net Surfing Age: 42 years old Sports: Basketball, Darts, Bowling Sex: Male Languages spoken: English/Pilipino Civil Status: Married Computer literate: MS Office Name of Spouse: Theresa O. Manalaysay Driver’s License No. N- No. of children: two (3) SSS#- Tin#- Character References and Employment Certificates are available upon request.