EDWARD J. MARCELO
Crossing Kanlaon Street, Purok 5,
Barangay Minoyan, Murcia, Negros Occidental Philippines
Cell:-
Email:-Skype:live:ej_marcelo
WORKSTATION 1 INFORMATION:
Laptop
Processor: Intel CORE i3-3120M CPU @ 250 GHz
Installed Memory: 4.0 GB (3.88 GB usable)
System Type: 64-Bit Operating System
Operating System: Windows 10 Pro (Microsoft Office 2013)
Internet Connection: PLDT Home Fiber 15 Mbps
Back-up Internet Connection: Globe 5Mbps Wifi
WORKSTATION 2 INFORMATION:
Desktop
Processor: Intel Celeron CPU G540@ 250 GHz
Installed Memory: 4.0 GB (3.88 GB usable)
System Type: 64-Bit Operating System
Operating System: Windows 7 Ultimate (Microsoft Office 2013)
Internet Connection: PLDT Home Fiber 15 Mbps
Back-up Internet Connection: Globe 5Mbps Wifi
Others: Back-up power generator
CAREER SUMMARY:
Provide customer’s support/assistance on or off the phone.
Well adept with the company’s procedure, operations and administrative functions.
Knowledgeable with clerical or office related duties, task and functions.
Knowledgeable in liaising different kinds of government requirements and transactions such as
Business licenses, permits or clearances.
Capable in improving and implementing office systems and procedures for better monitoring,
coordination and work output.
PROFESSIONAL EXPERIENCE:
THERAPHYPET.ORG
888 Prospect St. Suite 200 La Jolla, Ca 92037
August 2019 - Present
HOMEBASED Email Response Team:
Duties and Responsibilities:
Ø Answer all emails sent by customers
Ø Research and review customer’s concern
Ø Escalate case to next department if needed
Ø Conduct follow up outbound calls to customer’s with regards to the renewal of their account
TELEPERFORMANCE
Global Customer Relations Management
Luxur Place, Magsaysay Avenue,
Bacolod City, Negros Occidental Philippines
November 2008 – May 2019
CUSTOMER RELATIONS SPECIALIST (Research and Escalation Department):
Duties and Responsibilities:
Ø Review escalated case that could not be resolved over the phone
Ø Research and investigate the followings:
:
1. Agent Error
2. System Issue
3. Partner’s Issue
4. Adhoc Cases
5. Other cases provided by operations and management teams
Ø Accept and handle escalated calls
Ø Provide assistance, support and other information to travel partners regarding a customer’s
reservation
Ø Provide support to CS agents in need of assistance in resolving the customer’s issue
Ø Provide administrative or coaching opportunities report to supervisors with mistakes done by a CS
agent
Ø Conduct follow up calls/emails with partners/customers for unresolved issues
CUSTOMER CARE SPECIALIST:
Duties and Responsibilities:
Ø Provide service assistance to customers with regards top their travel reservations over the phone
Ø Provide other informational assistance regarding general questions in booking online reservation
Ø Assist other agents in resolving customer’s issue
TECHNICAL SERVICE REPRESENTATIVE:
Duties and Responsibilities:
Ø Provide technical support to AT&T customers regarding with their internet connection
Ø Provide other informational assistance regarding internet connection as requested
Ø Assist members in configuring their computers ad modems as the needs arises.
SIGN LANGUAGE OUTDOOR MEDIA SYSTEMS INC.
Unit 2116 21st Floor, City Land Condominium 10 Tower 1
Dela Costa Street, Makati City
Manila Philippines
December 2004 - June 2008
TRONCO ADVERTISING COMPANY INC.
Unit 9, 2nd Floor, Lourdez Center 2, 14th Street and Lacson,
Bacolod City, Negros Occidental Philippines
December 2004 - June 2008
MIDPOINT ADVERTISING COMPANY
8103 Progreso Street, Guadalupe Viejo, Makati City
Manila Philippines
December 2003 – December 2004
UNIVERSAL OUTDOOR SYSTEMS INC.
Mega Plaza Building, ADB Avenue corner Garnet Road
Ortigas Center, Pasig City
Manila Philippines
June 2003 – December 2003
ERECTOR INC. (Advertising and Signs Group)
930 9th Floor, City and Land Mega Plaza
Ortigas Center, Pasig City
Manila Philippines
January 2002 – May 2003
OPERATIONS AND ADMINISTRATIVE ASSISTANT:
Duties and Responsibilities:
Ø Supervise and monitor all advertising contract of the company (Client and Supplier).
Ø Inform clients of updates/status of the service contract, production/material status from time to time.
Ø Closely coordinate with other company / freelance agents of billboard availability, cost and contract
status.
Ø Attend meetings and other appointments with clients
Ø Conduct site visit with clients.
Ø Regularly conduct ocular inspection of billboard display / sites for maintenance or monthly reporting
purposes.
Ø Coordinate with client, production crew and billboard suppliers for installation, maintenance,
material deliveries and other production purposes.
Ø Communicate and negotiate with clients, suppliers and site owner’s witch regards to contract
update, changes or renewal of contract.
Ø Supervise, monitor and Update Company’s daily accounting records and financial status, e.g.
Collectibles, receivables, bank statements, expenses, cash flows and other accounting related
concerns.
Ø Prepare and facilitate government requirements |(permits, licenses and other pertinent documents).
Ø Monitor and facilitate deliveries of billboard materials
INFORMATICS COMPUTER INSTITUTE
2ND Floor, Harrison Plaza Mall
Malate, Manila Philippines
January 2001 – December 2001
COMPUTER/SOFTWARE INSTRUCTOR:
Duties and Responsibilities:
Ø Provide training to students/clients on the use of computers and other software applications.
Ø Personally check all computer units prior to start of class.
Ø Submit evaluation reports after the end of class.
CLEAN COMPANY INC.
454 Boni Avenue, Barangay New Zaniga
Mandaluyong City, Manila Philippines
January 2000 – January 2001
HRD ASSISTANT:
Duties and Responsibilities:
Ø Conduct daily interview with applicants
Ø Carry out classroom instructions/lectures and provide hands-on equipment training with newly hired
service crews
Ø Coordinate with accounting and operations department of the availabilities and deployment of
newly hired crews and employees
Ø Monitor employment contracts of all employees and prepare evaluation report prior to the expiration
of their employment contracts.
Ø Coordinate closely with clients with regards the employee’s performance, behavioral and other
work related matters
Ø Attend meetings, negotiate and deal with HR related issues or problems with employees
Ø Conduct regular site visit or inspection and coordinate with supervisors or clients in regards with the
crew’s performance and discuss possible improvements in services
Ø Monitor and facilitate inventories of all the department materials and equipment
DAVIDVILLE ACADEMY
Dr. A Santos Avenue, Sucat
Paranaque City, Manila Philippines
May 1997 – January 2000
Duties and Responsibilities:
ADMIN ASSISTANT
Ø Facilitation and filling of:
1.
2.
3.
4.
Licenses and permits
Securities and Exchange Commission papers and documents
Department of Education Requirements
Fire protection, Sanitary and Waste Disposal
Ø Schedule the purchase of school equipment of library books, Physics and Chemistry laboratory,
Homeroom, Faculty and Administration office
Ø Coordinate with the school principal with regards to the HR related matters/issues of school
teachers
OTHERS:
HEAD WAITER / DINNING SUPERVISOR
Saranggani Seafood Restaurant
Mother Ignacia Avenue
Quezon City, Manila Philippines
August 1996 – May 1997
WAITER
Sir Williams Hotel
Timog Avenue
Quezon City, Manila Philippines
June 1995 – August 1996
WAITER
Apollo Restaurant
Hilado Street, Bacolod City
Negros Occidental, Philippines
August 1993 – April 1995
PERSONAL PROFILE:
Age
Date of Birth
Place of Birth
Civil Status
:
:
:
:
49
February 14, 1970
Manila
Married
SSS Number
:
TIN Number
:
Driver’s License :
-
N-
EDUCATIONAL BACKGROUND:
SAINT CYR ACADEMY
EASTERN MINDORO COLLEGE
Sucat Road, Paranaque City
Primary
1975 – 1983
Bongabon Oriental Mindoro
Third – Fourth Year High School
1986 - 1988
LYCEE D’ SAINT CYR
Sucat Road, Paranaque City
First – Second Yeah High School
1983 - 1985
CONTACT REFERENCES:
Vonn Ryan Casia
Supervisor
Teleperformance Bacolod City-
Edmond Marcelo
Brother-
Johnverselle Jorillio
Agent
Teleperformance Bacolod City-
Edward J. Marcelo
Applicant
