Enrico P. Garcellano- /- /-
SUMMARY OF QUALIFICATION
Twenty-three years of commended performance in key customer service and support roles.
Expert in customer care/communications, problem solving, handling complaints and relationship building
Creative thinker in improving existing systems and processes to be cost effective
Proven track record in leadership and management
PROFESSIONAL EXPERIENCE
Sep 2017 – PresentJunior Customer Service Technician, My Water Filter,Australia
Provides technical customer support via phone, Chat and Email
Provides sales through product recommendations based on customer needs
Provides order processing with the use of Xero, Magento and Ontraport
Creates invoices through use of Xero
Updates customer records via Magento
Streamlines redundant processes
Sep 2015 – Mar 2017Performance Development Manager, Microsourcing Phils Inc
Provides support to business partners in terms of social media marketing
Manages Facebook content. Ensures all contents are posted on schedule
Creates email broadcasting to prospects using Infusionsoft
Designing and testing marketing campaigns in Infusionsoft
Email management
Calendar Management
Creates video for marketing campaign
Apr 2015 to Sep2015Associate Engineer Client Services, Verizon Communications Phils., Inc
Works on the Repairs Department
Creates trouble tickets for circuits and phone issues
Provides updates on ongoing issues
Connects gap between technical team and customers
Provides product options for long term business relationship
Jan2012 to PresentBid Support Specialist, IBM Global Process, Makati City
Assist US sales team in processing price quotations and solution design and
ordering
Coordinates with various department to ensure process flow will meet set with
timeline
Makes research for certain tasks to meet client needs for the solution design
Ensures all orders are 100% placed and shipped on the customers expected
delivery date
May2009-Dec2011Customer Service Representative, Teleperformance Inc, Paranaque City
Recognized performance through consistently awarded being on the best top ten performers
Resolves issues of customers through effective communication and negotiation skills
Provided an extra mile service through cross selling products and service to customers to achieve customer satisfaction
May2008-Feb2009Funding Supervisor, JP Morgan Chase Inc, Makati City
Managed 15 Junior Funders to ensure quality on handling of all mortgage documents
Successfully spearheaded back-log project through systematic categorizing and ordering of tasks.
Provided individual coaching and feedback to direct reports ensuring quality workflow are achieved and standards are met
Feb2006-May2008Team Manager, Advanced Contact Solutions Inc, Makati City
Recognized and awarded as the most improved Team Manager
Coordinated with other TMs who recreated existing policies and procedures for further improvement
Promoted 4 TSRs who became SMEs and Team Managers
Aug2005-Feb2006Finance Representative, Paragon Customer Care International, Inc., Makati City
Assisted online gamers on careful handling of their deposits and withdrawals through different finance tools
Coordinated carefully with fraud department for any suspicious activities being done
Reported directly to the Finance Manager to ensure that daily task are made accurately and with quality
June2004-June2005Technical Customer Care Representative, Convergys Phils, Pasig City
Awarded Top 5 for achieving 100% on all handled customer surveys
Supported US customers on DSL issues and provided extra-mile service by assisting on basic PC troubleshooting
Advanced to Level 1 support as a Home Networking Representative
Nov2003-Mar2004Marketing Assistant, Export and Industry Bank, Caloocan City
Promoted bank products and services within the area
Increased deposit level of branch by 10% due to new deposits generated
Worked together with the branch staff in handling real time transactions
Dec2002-Aug2003Financial Executive, Philippine AXA Life, Manila
Closed a deal with a contract worth $20M in coverage
Assisted branch personnel in selling / promoting financial tools to customers
Created awareness for the importance of life insurance
Jan2002-May2002Customer Service Officer, Planters Development Bank, Bulacan
Process inward, outward checks, balance end-of-day transactions
Process call back of previous day transactions and balancing of books
Supervise new account in her transaction and supports the cashier in dual function
Oct1999-Dec2001Service Assistant, Asiatrust Development Bank, Caloocan City
Process inward, outward checks, balance end-of-day transactions
Process call back of previous day transactions and balancing of books
Supports the new account in soliciting fresh fund deposits acted as MO
Functioned as co-custodian of also as cashier and in her absence
Dec1996-Sep1999Customer Service Support, PCIBank, Binondo Manila
Awarded as CSS of the year for the cross-selling of bank products
Reports directly to Cashier in closing of books for monthly, quarterly and yearly
Acted as Administrative Assistant and reports directly to the AOO
Feb1996-Nov1996CASA Bookkeeper, Century Saving Bank, Pasig City
Process call back of previous day transactions and balancing of books
Assists cashier in scheduling of SSA maturities monthly
Automated reports for faster more efficient generation using MS Excel
EDUCATION
Bachelor of Science in Commerce Major in Computer Science, San Sebastian
College, Batch of 1993
TRAININGS / SEMINARS
Bank Officership Program, Asiatrust Development Bank, 1999
Life Insurance and Variable Life Insurance Selling, Philippine AXA Life, 2002
Bank Officership Program, Asiatrust Development Bank, 1999
Life Insurance and Variable Life Insurance Selling, Philippine AXA Life, 2002
American and Culture, Accent Training, Convergys Phils, 2004
Leadership and Management Program, Advanced Contact Solutions,Inc., 2006
Customer Service Program 101, Teleperformance, 2009
Introduction to Six Sigma, IBM Global Process Inc, 2012
Introduction to Six Sigma, Microsourcing Phils Inc, 2017
PERSONAL
Born:March 10,1972
Status:Married
