Gershon Cadimas

EXECUTIVE SUMMARY Call Center Team Manager with more than six years of experience, highly qualified in service-based, hospitality positions requiring an emphasis on customer satisfaction in a fast-paced environment; Strong team player and leader; A proven and certifiable record for utilizing strong technical and interpersonal skills to enhance organizational efficiency. CAREER PROGRESSION CUSTOMER SERVICE EXPERT AQUARIUS E-COMMERCE HOLDINGS October 2019 - Present Handles customer inquiries through email. Replacements, Refund and Customer Retention Paypal/Chargeback dispute officer. Shopify EXECUTIVE VA AEGIS EXTERIORS May 2018 - Present Sends reports to partner vendor and clients on completed. jobs. Handles invoicing and employee timesheets. Calendar and email management. GERSHON CADIMAS JR TEAM MANAGER | EXECUTIVE VA | CUSTOMER SERVICE EXPERT SKILLS Strategic Planning Staff Training Customer Needs Assessment Team Leader Detail Oriented Critical Problem Analysis and Resolution Workflow Management Procedure Development Customer Relations and Retention Problem Resolution Negotiation EDUCATION AIRCRAFT MAINTENANCE TECHNOLOGY PHILIPPINE STATE COLLEGE OF AERONAUTICS- BACHELOR IN SCIENCE OF BUSINESS ADMINISTRATION - MARKETING AND ENTREPRENEURSHIP UNIVERSITY OF SAN CARLOS- TEAM MANAGER CONVERGYS | CONCENTRIX October 2013 - Present Responsible for the daily one-on-one supervision and management of all support professionals on assigned team. Ensures service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) obligations of clients through the management of operational activity of the team. Implement systems and process to achieve client-specified metrics while providing development opportunities to direct reports. Accountable for planning and conducting timely and effective Biweekly Performance Reviews (‘BWPR’) for each Support Professional on the team regardless of the level of their performance. This includes preparing documentation and improvement plans, and ensuring continuity from one BWPR to the next. Schedules and facilitates daily huddles. Plans the agenda and prepares data and information. Manages and tracks attendance. Outlier Management by conducting analysis of individual employee performance for a given metrics, developing and executing appropriate corrective action plans, providing effective coaching, and integrating performance improvement plans whenever necessary. Attends training/Quality/Operations weekly huddles for alignment and calibration purposes. Conducts bi-weekly Quality Monitoring for Support Professional to ensure quality of support and calibration scope. AGENT SUPPORT GROUP (VOICE AND CHAT) STREAM GLOBAL SERVICES | CONVERGYS OCTOBER 2013 - MARCH 2019 Provides Real-time Support for Agents Take Managerial Calls and Escalations Provide Root Cause Analysis and Bottom Quartile Management Reports Regular Technical and Customer Service Coaching SUBJECT MATTER EXPERT TELETECH NOVEMBER 2007 - OCTOBER 2011 Provides Real-time Support for Agents Take Managerial Calls and Escalations Provide Root Cause Analysis and Bottom Quartile Management Reports Regular Technical and Customer Service Coaching Attends weekly product specific client calls.