Emmanuel Jucutan
CONTACT
E-mail:
106 Banez St., Brgy 10
Bacacay
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Website:
Albay 4509
Philippines
www.alivemind.allysian.com
Phone:
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OBJECTIVE
To effectively and efficiently utilize my knowledge and expertise in customer service and not only reach but exceed the
minimum business expectations of my clients and the company.
WORK EXPERIENCE
Sutherland Global Services Inc.
October 2015 — November 2016
Customer Support Specialist
Handled online retails store accounts - Amazon and Petco.com
Responsible for providing and updating information regarding customer's online accounts.
Providing in depth cost, benefits and quality analysis to assist customer in making sound decisions.
Provided real-time updates regarding customer's orders - shipping dates, expected time of delivery, etc. and
sends reports; refund and replacement request to internal team for lost, damaged, and wrong packages sent to
customers.
C3/CustomerContactChannels
May 2013 — December 2014
Car Reservations Specialist - Hertz
Primarily responsible in creating, modifying and cancelling car rental reservations for Hertz customers and is
successful in up-selling additional services and booking future rentals.
Provided information regarding the time of operations, directions and policies of Hertz store locations within the
United States.
Successfully maintained stats, meeting individual goals and is consistently part of the Top 20 agents within the last
12 months.
Adherence to work schedule and periodic accountability check to monitor progress and individual development.
Successfully developed and maintained a good working relationship with colleagues and the leadership team of the
program.
Acquire Asia Pacific Phils. Inc.
March 2012 — April 2013
Inbound and Outbound Sales Agent - Dodo Pty Ltd
Primarily concerned with introducing numerous products and services of Dodo Services which includes
Internet/Broadband, and Mobile and Landline Services
Providing an in-depth cost benefit analysis of the product or services offered to enable the customer to come up with
Emmanuel Jucutan
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sound purchasing decisions.
Ensuring that business requirements are obtained which includes meeting targeted sales and handling time of each
call while ensuring the accuracy, relevance and reliability of information being provided.
Adherence to work schedule and periodic accountability check to monitor progress and individual development.
NCO Philippines Clark Inc.
October 2009 — April 2011
Team Manager - T-Mobile US
Mentoring 12 - 14 customer service associates through coaching and formulating and implementing progressive
development plans on a daily basis.
Preparation of end-of-day reports ranging from daily conduct of operations as well as Payroll sign-offs.
Developing and implementing action plans for associates to achieve business requirements.
Communicating changes to Senior Management and all levels affected.
Directly report all incidents and anticipated results of business to Operations Managers.
Executed preparations of comprehensive weekly reports that include Staff Phone time Reports, Quality Upload and
Quality scores.
Successfully maintained and exceeded week-to-date results and have kept production at maximum level.
Reporting Month-to-date scorecards to update customer service associates of their ranks and respective
performance scores.
NCO Philippines Clark Inc.
August 2008 — October 2009
Customer Support Representative - T-Mobile US
Managing customer’s accounts and maintaining very high levels of customer interactions to positively contribute in
our goal to be America’s Most Highly Regarded Service Company.
Greet customers in courteous, friendly and professional manner using agreed upon procedures.
Listens attentively to customer needs and concerns; demonstrates empathy.
Effectively gathers and analyzes information and confirms understanding to successfully diagnose the customer's
concern.
Adapts a flexible communication style to meet the customer's needs and skill levels.
Refers or escalates appropriately when issues are outside of support boundaries.
Thoroughly documents the call and provides customers with proper reference information.
Provides feedback and makes recommendations on how to improve processes, knowledge base, products, tools
and training.
Creates a positive impression of T-Mobile through words and actions, whenever interacting with customers.
Treats sensitive and confidential information in an appropriate manner.
Picks up new skills and understands ideas when presented in structured format. Learns effectively from experience
QUALIFICATIONS
Outstanding customer service skills, diplomatic and patient with all type of individuals and organizational levels.
Highly organized, with great attention to detail and follow-through.
Flexible; able and willing to learn new things.
Professional in appearance and strong work ethic
Computer skills include: Ms Office Suite.
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EDUCATION
Secondary Education
June 1995 — March 2000
San Miguel Academy
STRENGTHS
Leadership Skill and Charisma
Dynamic Team Player
Sense of Responsibility
Creativity and Resourcefulness
Great Communication and Collaboration skills
Adaptability
Trainable
Great Interpersonal Skills
Persuasiveness
INTERESTS
Music, Reading, Painting
REFERENCES
Available upon request.
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