FRANK RUPERT L. CATAPANG
12-C Naning Ponce St., Brgy. Dona Aurora, Quezon City--_____________________________________________________________________________________________
OBJECTIVE:
A passionate individual looking for challenging role in a highly stimulating environment. To gain vast experience
and immense knowledge of customer interaction along with the ability to work in a position that ensures client
satisfaction and aid in improving the quality of various processes.
EDUCATIONAL ATTAINMENT:
TERTIARY: Informatics International College-
Bachelor of Science in Information Technology
Trinity University of Asia-
Bachelor of Science in Nursing
SECONDARY: Our Lady of the Sacred Heart School-
PRIMARY: Our Lady of the Sacred Heart School-
WORK EXPERIENCE:
Axiem Corporation
Tier 1 Help Officer - Email Support Specialist, February 2018 - Present
● Respond to customer inquiries in a professional and timely manner
● Engage customers with questions to correctly identify needs, verify relevant details and ensure issues are
addressed completely
● Use knowledge of products and services and available internal resources to assist troubleshooting and problem
solving
● Escalate Tier 2 and above issues to other departments and managers where appropriate
● Promptly communicate with the team by email, Skype, and other online applications when required
● Assume a key role during incidents impacting users, as required
● Make positive contributions to the team and internal community by participating in internal discussion and
meetings especially where feedback is requested
● Lead by example promoting the company values and behavior to a global audience
● Develop and maintain effective team communication and engagement programs for the Help Team via the
intranet, email, Slack and other channels
Lizardbear Tasking Incorporated (LBTI) formerly known as TaskUs Philippines Inc.
Quality Analyst (Yogi for both E-mail and Voice), June 2016 - October 2017
❖ Monitored and checked quality for both email and phone support for assigned LOB/region.
❖ Delivered on weekly quality metrics through audit evaluation of teammates.
❖ Analyzed finding trends and root causes of errors to improve agents performance.
❖ Handled RCA requests for client escalations accross different campaigns.
❖ Identified root causes and improvement opportunities in training, process and policies.
❖ Coordinated with Learning and Development to turn quality data into learning opportunities for both
new and tenured teammates of the company.
❖ Provided quality intelligence in order to help Team Leads (Operations) close loops with agents.
❖ Interacted with various lines of businesses and regions to calibrate audits, to implement best practices
and drive performance improvements.
❖ Conducted coaching sessions with the agents and facilitated QA talks to ensure calibration with regard
to our quality standards that were set by the clients.
❖ Assisted in collecting and presenting data to the management and regional CommOps in reports and
weekly business reviews.
E-mail Support Representative, December 2014 - June 2016
❖ Processed tickets from various regions which includes India, SENA, ANZ, and MENA
❖ Answering e-mails of riders, drivers and partners related to account updates, fare adjustments,
regulations, trip complaint and feedback.
❖ Accessed different tools for any necessary trip adjustments and profile updates.
❖ Addressed concerns (as an International Rider Tier 2) from fraudulent riders with flagged accounts due
to taking advantage of promotions.
❖ Contributed in creating the International Process Deck.
❖ Handled missing payments, payout discrepancy and incentive disputes for SENA Driver Tier 2 team.
❖ Constantly in touch as POC with the Manila City Team to be calibrated with the current process and
updates..
❖ Held training to introduce the India and SENA region to other teammates that will be handling those
markets.
❖ Gave internal support to new teammates who are currently handling India and SENA tickets while on
production.
Earth Dragon Transportation, September 2015 - Present date
Peer Operator for Grab Car.
Frazel’s Variety Store, September 2017 - Present Date
Brady Philippines Direct Marketing Inc. June 2013-February 2014
Customer Master Coordinator (Emedco, Seton US, Seton Canada, Personal Concepts and Clement)
Job Description
❖ Checked and validated all accounts details keyed on SAP.
❖ Merged duplicate accounts.
❖ Processed catalogue requests from customers.
❖ Suppressed customers which requested to be removed from marketing materials,
❖ Removed contacts that are no longer with the company, added to wrong account or deceased.
❖ E-billing set up
❖ Updated forwarding agent.
❖ Created accounts for new customers or partners
❖ Updated customers account information such as:
● Company Name
● Address or location
● Shipping address
● Billing address
● Contact details
● Buyers name
● Numbers of employees
● Freight account
Alta Resources Philippines, August 2011-January 2013
Business Process Service Associate/Email Support Specialist
Job Description
❖ Consulted with customers via mail and web to process information, requests, comments or complaints
in an efficient manner.
❖ Utilized client software and/or services according to established performance guidelines.
❖ Demonstrated excellent communication, data entry and computer skills.
❖ Established and developed relationships with clients and co-workers.
❖ Resolved customer problems and complaints with a sense of urgency.
❖ Provided a high level of professional, competent service assistance.
❖ Escalated issues outside of service boundaries or when resolution cannot be confirmed.
EXAMINATION TAKEN:
● Career Service Sub-Professional Examination – November 15, 2009 (83.15%)
Ramon Magsaysay High School, Espana St., Manila
● Career Service Professional Examination – May 22, 2011 (80.16%)
Don Alejandro Roces Senior Science and Technology High School, Roces Ave, Quezon City
TRAINING ENDED:
● Quezon City Call Center Competency Course
RELEVANT SKILLS:
❖ Excellent communication skills
❖ Strong analytical and problem solving skills
❖ Accuracy and attention to details
❖ Organization and prioritization skills
❖ Tolerant and flexible
❖ Adaptability and ability to work under pressure
❖ Microsoft office suite proficient
❖ Computer literate
❖ Zendesk, Vantive and SAP Experience (System Application Protocol)
PERSONAL DATA:
DATE OF BIRTH:
PLACE OF BIRTH:
CITIZENSHIP:
RELIGION:
CIVIL STATUS:
November 14,1988
Manila, Philippines
Filipino
Roman Catholic
Single
REFERENCES:
Ms. Mary Joy Balauro
Quality Supervisor, Lizardbear Tasking Incorporated-
Mr. Dexter Espinosa
Former Team Manager, Lizardbear Tasking Incorporated-
Mr. Zyrel Campo
Former Team Leader, Brady Philippines Direct Marketing Inc-
Mrs. Yvette Pauig
Former Team Leader, Alta Resources Philippines-
