EMILIO G. GUTIERREZ
Guadalupe Nuevo, Makati City •- •-A results-driven professional with over 12 years of experience excelling in customer service, aftersales support, reservation processing, account management, and various shared service
operations. Renowned for building and nurturing strong client relationships, resolving inquiries
with efficiency, and driving exceptional customer satisfaction. Expertise includes leadership and
team coaching, leveraging data analysis to inform strategic decisions, and spearheading
operational improvements. Passionate about delivering top-tier service while consistently
achieving and exceeding organizational goals.
Work Experience
Supervisor and Team Leader – Customer Service Desk
Amicassa Process Solutions, Inc. | Makati City I August 2013 to April 2025
•
Spearheaded a team of nine after-sales specialists, achieving a consistent 95% resolution
rate for both complex and simple customer inquiries, requests, and complaints (IRC) over
two consecutive years.
•
Enhanced customer satisfaction through coaching, performance monitoring, and quality
assurance initiatives for all customer service desk members
•
Partnered with department heads and the business process management group to
develop and optimize key performance indicators (KPIs), boosting team efficiency by 20%
•
Leveraged customer data insights to drive service enhancements, resulting in a 90%
improvement in customer satisfaction ratings.
•
Contributed to critical company projects, including data privacy compliance for client
interactions and the refinement of customer satisfaction survey tools for walk-in clients
across Ayala Land Inc. brands.
Aftersales Specialist
Amicassa Process Solutions, Inc. I Makati City
•
Managed an average of 30 client cases weekly, ensuring prompt and accurate resolution
of inquiries, requests, and concerns to maintain high customer satisfaction.
•
Partnered with cross-functional teams to address and resolve billing, documentation, and
account-related concerns, ensuring seamless customer compliance.
•
Optimized customer interaction processes by leveraging Salesforce CRM, enhancing
workflow efficiency and service responsiveness
•
Generated real-time client account reports, ensuring data accuracy and consistently
exceeding turnaround time expectations.
•
Actively contributed to the work delineation program, optimizing internal processes for
improved documentation accuracy and efficiency.
Reservation and Booking Specialist I Amicassa Process Solutions, Inc. I Makati City
•
Optimized reservation and booking payment verification processes, achieving a 95%
reduction in errors and enhancing transaction accuracy.
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•
Ensured precise titling procedures and maintained accurate account receivables,
contributing to improved financial data integrity
•
Conducted timely document reviews, processing paperwork from sales administrators,
brokers, sellers, and agents within a one-day turnaround, ensuring efficiency and
compliance
Account Executive
Jonny Air Cargo Inc. I Makati City I February 2012 to June 2012
•
Expanded the customer base by 25% through targeted marketing and sales efforts –
joining sales forums and email promotions
•
Supported clients with purchase and delivery services for U.S.-based online shopping
platforms
•
Demonstrated strong organizational skills by managing shipping coordination and
administrative tasks efficiently
Skills
Customer Experience Analysis • CRM Software (Salesforce, Talkdesk, SAP) Team Management •
Time management• Conflict management • Microsoft Office
Education
August 2017 to June 2018
Certificate in Teaching Program| University of Santo Tomas | Manila
•
Full Scholar of Philippine Business for Education (PBEd) – Australian Grant
•
Licensure Examination for Teacher (LET) Board Passer – 2018
May 2008 to December 2011
BSBA major in Marketing Management I De La Salle-College of Saint Benilde I Manila
•
Full Scholar of Blessed Arnould Study Assistance Program (BASAP)
•
Active member of Junior Marketing Association
•
Working Student – night shift program of the college – Student Assistant in Academic
Extension Program Department
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