Eloyn Benedicto A. Cecillano

Eloyn Benedicto Cecillano LinkedIn Profile: linkedin.com/in/namewww.linkedin.com/in/eloyn-benedictocecillano-a0a06b236-| - Summary Dynamic and adaptable professional with a passion for AI and a keen interest in diverse industries. Proficient in Google Suite with experience creating various content formats. Strong written communication skills with a focus on quality control. Excited about the opportunity to work with AI tools and contribute to innovative projects. Work Experience Content Creator and Customer Success Representative Bruntwork (Guidesly) January 2024 to May 2024 Created diverse and engaging content across various formats, including videos, written articles, and graphics. Developed compelling profiles and websites for clients in niche industries such as Fishing, Scuba Diving, and Forest Hunting using cutting-edge tools like ChatGPT and Claude. Ensured high-quality standards through rigorous quality control measures and collaborated closely with team members to deliver exceptional results. Acted as a dedicated point of contact for clients, providing tailored solutions and driving customer success through proactive communication and support. Championed customer needs, actively contributed to strategic initiatives, and consistently received praise for delivering outstanding service. Collaborated with team members to refine and optimize content strategies, leveraging collective expertise to achieve shared goals. Provided support to teammates, fostering a culture of success and continuous improvement within the organization. LinkedIn Profile: linkedin.com/in/namewww.linkedin.com/in/eloyn-benedictocecillano-a0a06b236-| - Customer Service Specialist iQor (T-Mobile Postpaid) June 2023 to January 2024 Handled basic troubleshooting, demonstrating strong problem-solving skills and technical expertise to address customer inquiries and concerns promptly. Provided customer service to T-Mobile customers, responding to inquiries and resolving issues in a timely and professional manner, enhancing customer satisfaction and loyalty. Upsold products and services to T-Mobile customers, effectively identifying opportunities to meet customer needs and increase revenue. Accurately processed orders, payments, returns, exchanges, and other transactions, ensuring compliance with company policies and procedures. Assisted with product activation and troubleshooting technical issues, leveraging product knowledge and technical expertise to provide effective support to customers. Educated customers on the features and benefits of their devices and services, empowering them to make informed decisions and maximize their user experience. Demonstrated strong communication and interpersonal skills, building rapport with customers and fostering positive relationships. Account Specialist Tier II Teamspan Asia Inc. May 2019 to May 2023 Pioneered the TrueSource LLC project with only 3 people, including me, demonstrating leadership and initiative in driving the project's inception and early growth stages. Helped the team grow to 100 people in 4 years, playing a key role in scaling operations and building a strong and capable workforce to meet growing demands and objectives. Processed various tickets and emails, such as invoices, proposals, work orders, and client escalations with meticulous attention to detail and efficiency. LinkedIn Profile: linkedin.com/in/namewww.linkedin.com/in/eloyn-benedictocecillano-a0a06b236-| - Created a comprehensive knowledge base for entering and processing different types of emails, now utilized by the entire call-entering team and new hires, significantly enhancing operational efficiency. Conducted quality assurance for the team to ensure accuracy and adherence to guidelines, contributing to improved overall performance and client satisfaction. Generated reports using Microsoft Suite and Salesforce, including key metrics and performance indicators, aiding in data-driven decisionmaking and strategic planning. Developed trackers (Work Tend tracker, QA tracker, Productivity tracker, Updates tracker) for ease of access and monitoring, streamlining workflow management and tracking progress effectively. Completed leadership training and guided new hires to be efficient and productive in using the system, fostering a culture of continuous learning and development within the team. Conducted upskilling sessions for team members and founded an upskilling initiative to help the team grow professionally, resulting in enhanced skills and career advancement opportunities for team members. Provided coaching and action plans to team members, offering personalized support and guidance to maximize individual and team performance. Assisted in managing the team by delegating tasks and fostering collaboration, contributing to a cohesive and high-performing work environment. Forecasted schedules and provided suited schedules to team members without compromising SLA, ensuring optimal resource allocation and service delivery. Customer Service Service Representative iQor (T-Mobile Prepaid) September 2018 to April 2019 Served T-Mobile Prepaid customers by providing information about products and services, taking orders, responding to customer complaints, processing returns, and generating performance reports for the team. LinkedIn Profile: linkedin.com/in/namewww.linkedin.com/in/eloyn-benedictocecillano-a0a06b236-| - Ensured consistent delivery of high-quality customer service, maintaining customer satisfaction and contributing to overall team performance. Technical Support Representative Convergys (GoPro) October 2017 to August 2018 Provided exceptional technical support to GoPro customers via phone regarding product inquiries, troubleshooting, and problem resolution. Developed an in-depth understanding of GoPro products, features, functionalities, and technical specifications to assist customers effectively. Accurately diagnosed technical issues reported by customers, utilizing troubleshooting techniques and knowledge base resources to provide accurate solutions. Offered step-by-step instructions, guidance, and troubleshooting tips to customers for resolving issues related to GoPro devices, software, and accessories. Maintained detailed records of customer interactions, issues reported, and solutions provided, contributing to the improvement of knowledge base articles and support documentation. Skills Proficient in Google Suite, Microsoft Suite, Hubspot, Zendesk, and Salesforce. Skilled in customer service and technical support via email, chat, SMS, and phone, as well as sales, order processing, upselling, hard selling, troubleshooting, communication, quality assurance, data analysis, leadership, team management, training, workflow management, time management, and attention to detail. Education History BS Computer Engineering Institution: National College of Science and Technology 5th Year Undergraduate Institution: Pag Asa National High School 2006 - 2010