Emmanuel B. Manalang

EMMANUEL B. MANALANG CUSTOMER SUPPORT SPECIALIST PROFESSIONAL PROFILE Experienced support specialist with 8 years' experience providing support for both customer and management. Extremely motivated to constantly develop my skills and grow professionally. SKILLS Exceptional communication and management skills Successful working in a team environment, as well as independently The ability to work under pressure and multi-task The ability to follow instructions and deliver quality results WORK EXPERIENCE ByDzyne, Email Support Specialist CONTACT 01 APRIL 2019 – 01 OCTOBER 2019 , Corresponds to emails and ticketing system Resolves and documents issues and concerns from ticketing system Escalate tickets needing management approval Home-based non-voice customer service Credit Services, Credit Specialist / Customer Service 15 MAY 2017 – 12 APRIL 2019 Customer relation services Processes request, payments, and inquiries of cardholders Records complaints and generates cases for client dissatisfaction Connects and transfers customer calls to different departments Amazon Seller Support, Team Supervisor 05 SEPTEMBER 2016 – 31 JANUARY 2017 PROFICIENCY Customer Support Research Email Management Team Management Data Entry TOOLS Trello GSuite Canva Zoom Microsoft Office EDUCATION Lyceum of the Philippines BS Business Administration, College Level Manage team performance Daily reporting to Account Manager and Operation Manager Monitor key performance indicators of the handled agents Hold daily huddles and weekly team meetings Email and IM correspondence to support team Handles coaching sessions for weekly monitoring Issue behavioral and disciplinary actions Verizon APAC A-End Governance, Management Support Specialist 01 MARCH 2015 – 01 SEPT 2016 Gathering of raw data from different systems Data analysis and report generation Directly reporting and validating data with international management Email, phone, and IM correspondence to internal teams Initiates and processes escalation if needed. Afia Insurance Brokerage Services LLC, Operations Manager 24 MARCH 2013 – 07 SEPTEMBER 2014 Communicate correspondence to new clients for insurance inquiries Sales and records of insurance policies Handles different types of insurances for cars, home, travel, office, and others Procurement of rates and discounts on quotations Handling staff training, car insurance account, and staff management Handles most of the office operations, reporting directly to the Managing Director Coordinates with insurance companies management and underwriters Improves staff training and marketing strategies Preparation of weekly and monthly reports for operations Management of overseas back office