Francis Jonee Prado Dy

CEO OF VIRTUAL PBX SOLUTIONS ABOUT ME Worked in a fast-paced BPO industry for more than 12 years as customer service, technical support and chat support. Trained and work so hard in achieving a managerial position handling more than 50 people in my team delivering competitive result and beyond average KPI. WORK EXPERIENCE Operations Manager RELAYTASK | Naga City | 2019 - Present Provide inbound and outbound call centers and BPO solutions in the country. a comprehensive suite of outsourced voiceenabled customer care call center services, outbound calling, and data processing CONTACT --10 Temporo Dy, Dayangdang Naga City, Philippines www.vpbxteam.com solutions to businesses from around the world Appointment Setter Manager SDW Web Solutions | Naga City | 2016 - 2019 Qualify and filter appointments, making sure that customer is not forced, by going through a several layer of quality test such as verification of call, calling the customer back EDUCATION Bachelor of Science in Entrepreneurial Studies 2000 - 2004 Ateneo De Naga University and confirm appointment, providing the recording to client. Operations Manager SDW Web Solutions | Naga City | 2016 - 2019 SKILLS Deployment of open source power dialing software ( VICIDIAL, GOAUTODIAL ) Configuration of User, Carrier, Campaign, DID, Deployment of softphones, eyebeam, xlite, zoiper, and etc. Expert in configuring Ringcentral phone system, call ques, user creation, call routing, sip phones settings. Can configure Jive and mighty call as well and other VOIP system. Handled a group of lead miners to collect data's based on clients niche Call Handling Organizing Task Problem Solving Leadership Marketing Tier 2 Customer and Retention Specialist [24]7 | Makati City | 2014 - 2016 Provide phone assistance on a wide variety of customer issues and Australian Telco processes Determine customer concerns and offer appropriate solutions Solve basic and escalated customer problems related technical aanother addressnd billing concerns Tier 2 Technical Support RingCentral | Makati City | 2011 - 2014 Provide direct Tier 1 support to customers and other clients in the use of multiple instructional technologies, through email and phone. Provide admin-level Tier 2 support to resolve problems and issues that are escalated from other Tier 1 technicians, and escalate problems when necessary following established procedures. Resolve both routine and non-routine problems using standard troubleshooting techniques or information from research. Tier 2 Operations Manager Mobilemania Enterprise | Makati City | 2002 - 2009 Provide direct Tier 1 support to customers and other clients in the use of multiple instructional technologies, through email and phone. Identify support trends and make recommendations for technical modifications to supported systems. Integrate knowledge of other work specialties to develop and communicate solutions. Resolve both routine and non-routine problems using standard troubleshooting techniques or information from research.