Ericson Lugnasin

Ericson A. Lugnasin B-1 L- 32 Citihomes Subd. Manuyo Las Piñas City ● - ●- OBJECTIVE: To become a member of a company, wherein I can show and share my knowledge, skills and achieve career advancement. Bring strong communication and customer service skills to exceed the employer’s expectations in a highly stimulating and challenging environment. SUMMARY OF QUALIFICATIONS • 6+ years’ effective experience as a call center representative • Proficient in providing information over the phone services to clients • Well versed in identifying customer needs and able to offer a solution quickly CAREER RELATED SKILLS • Exceptional telephone etiquette • Customer orientation • Result-oriented • Computer and the Internet Savy SELECTED ACCOMPLISHMENTS Excellent Employee Awardee 2015 (TCL ONLINE Services) X-Factor Award for Excellent Work Performance for 2013 Lever 3 Merit Via Performance Top 3 Teammate for the month of July 2012 Top 3 Teammate for the month of June 2013 Top 3 Teammate for the month of July 2013 PROFESSIONAL EXPERIENCE Team Leader (TCL Philippines and Alcatel Asia Pacific) I TCL Online - Alabang, Muntinlupa January 2015 – Present. Be in charge of running and managing the call center daily Set targets for all other call center agents to meet up with Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to Understand all organization’s products, services, procedures and guidelines and communicate same to all team members Monitor all calls to ensure that due procedures and quality standards are strictly adhered to Facilitate and organize training session for all agents and participate in recruitment of new call center agents Recommend and purchase gadgets to enhance job performance at the call center Conduct Submit regular review of all call center agents performance and organize training sessions for under performers Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members. Technical Support (TCL) I TCL Online – Alabang, Muntinlupa November 2014 –December 2014 Answer inbound calls and answering emails from the customers. Assist customers in troubleshooting of their TV’s. Escalating cases of customer to service center if the TV is defective Train and mentor new hire trainees. Consistently reinforce and redirect performance, quality, and professional behaviors. Call Center Representative (eBay) | ePerformax Contact Center – Makati City, PH | July 2010 – September 2014 Answer inbound calls and answering emails from the customers. Assist customers in buying, selling and filing dispute on their eBay account. Providing Resolution on customer online cases Train and mentor new hire trainees. Consistently reinforce and redirect performance, quality, and professional behaviors. EDUCATION Associate in Information Technology ● ACLC Las Piñas Branch ●- SPECIAL TRAINING ATTENDED • 100 hrs finishing course for call center agent NCII I Keystone Cambridge Training Center I June 2009 • Global Communication Training I GCMA ePerformax I July 5- August 27, 2010