Giancarlo Calantuan

GIANCARLO CALANTUAN B10 Alibangbang st. Meadowood Executive Village Bacoor, Cavite -- Driven leader with proven results in Customer Service. Experienced in call center operations as well as successfully promoting employee career development and retention. Passionate about delivering exceptional customer service through highly motivated CSRs and leadership teams, strategic planning, execution, investing on the company’s core values to drive excellence and reinforce a continuous improvement mindset. Professional Experience Hikinex, Ortigas City, ORTIGAS CITY Supervisor, April 2018 – Present As a supervisor, I was part of a team that launched a new campaign for a US technology company focused on customer experience, marketing, up-selling and logistics. The campaign started with 5 CSRs and ramped to 35 CSRs supporting 3 lines of businesses for US and Asia Pacific regions. Oversee and direct the activities of other campaigns from the most innovative, fast-growing startup businesses in the world ranging from customer care, recruiting, retention, inbound and outbound support, customer acquisition and back office support (data entry, content moderation, research, lead generation, photo retouching and application verification). Responsible for all aspect of operations which include but not limited to monitoring operations staffing, provide temporary coverage and training, provision of excellent clientele service, problem resolution and the like. TASKUS Inc., IMUS, CAVITE Team Lead, November 2015 – April 2018 As a Team Leader, I supported the Operations Manager in supervising and leading all assigned functions for my team. I was responsible in setting up project deliverables, day-to-day leadership and management of the team, with a focus on ensuring that we consistently meet and exceed targets and objectives. Maintains a high level of morale and productivity within the campaign. Ensures that each team member is leading by example in step with the company’s vision, mission, core values and competencies. Provides direction, mentoring, and coaching to direct reports and the rest of the team as necessary and appropriate. JPMORGAN CHASE BANK, BGC, TAGUIG Team Lead, November 2010 – June 2015 As a Team Lead, I assisted the management team in providing developmental and coaching opportunities to specialists, focusing on guidance and solutions for improving performance, managing behaviors and assuming ownership of outcome. I was also tasked as part of the hiring team, where I conducted the interview and selection process of new applicants, making sure to place them specifically for their skills and experience. I was also tasked to do administrative duties including and are not limited to, attendance reporting, payroll checking, attend management meetings, goals and standards setting, etc. JPMORGAN CHASE BANK, BGC, TAGUIG Specialist II, May 2009 – November 2010 As a Financial Advisor, I needed to ensure that I took these inbound calls in a professional, courteous and customer-focused manner to answer and service all the customer inquiries and concerns. It was an expectation for me to take ownership of the concerns and follow through on solutions in order to provide customer oriented quality service excellence. Development ACADEMY OF THE PHIL., ORTIGAS CITY Business Development Associate, May 2002 – April 2009 As part of the Business Development Team, I was responsible for assisting the Business Development Manager in project feasibility, project management, and corporate strategic planning through research and analysis, communication, and documentation. I was also tasked to facilitate different training programs such as: Course on Strategic Human Resource Management and Development Trainer’s Training Seminars for the Development Academy of the Philippines Education UNIVERSITY OF STO. TOMAS, MANILA Bachelor of Arts, Major in Behavioral Science Additional Skills Works well under pressure, assisting peers and subordinates in a teamwork environment. Effectively helps to exceed customer requirements and expectations for Quality service. Partners with clients in identifying not just areas of operational improvement but also on opportunities for revenue and cost savings. REFERENCES Available upon request.