Giovanni Guerrero

GIOVANNI GUERRERO CAREER OBJECTIVE PROFESSIONAL SKILLS Content Writing / Ghost Writing ESL Tutoring Computer Languages Basic Wordpress Customer Service Sales (Telemarketing) To pursue a career with any organization like yours and render good services to the company not only by contributing the best skills that I have but as well as by bringing a focus quality and ease to your all over system development, so as to improve my professional ability and widen my horizon. WORK EXPERIENCE CHAT SUPPORT Sphere / Zwerl https://www.heysphere.com/ PERSONAL SKILLS Creative spirit Reliable and professional Organized Time management Team player Fast learner Motivated CONTACT A: Blk 14 Lot 13 Sta. Elena Village, Calapcuan Subic Zambales 2209 P: - E:- SOCIAL www.facebook.com/GioxGuerrero www.instagram.com/gioxguerrero/ twitter.com/xgioxguerrerox | May 2018 - Present Answering queries from different topics Use of computers and mobile phones in answering customer"s query Must be quick in answering customer's questions Engaging in group chats CONTENT WRITER (TRAINEE) Do-It-Write Solutions https://plus.google.com/+DoItWriteSolutions | Aug 2017 - Nov 2017 Basic project management Content writing Social media management (Facebook) Upload articles on Wordpress Editing images using Canva Uses Asana and Trello for task organization HOME-BASED ONLINE ENGLISH TEACHER 51Talk English International, Inc. Ortigas, Pasig City, Metro Manila, PH | Apr 2016 - Present Teach basic English grammar lessons at home through video call Guide Chinese students with their lessons of different levels and ages Helping students in correcting their pronunciation and grammar. Attending trainings to improve and enhance teaching and language skills. Answer student questions related to the course content. Assess student progress through lesson memos after each class. MIS STAFF Baypointe Hospital and Medical Center Subic Bay Freeport Zone, Subic PH CONTACT A: Blk 14 Lot 13 Sta. Elena Village, Calapcuan Subic Zambales 2209 P: - E:- SOCIAL www.facebook.com/GioxGuerrero www.instagram.com/gioxguerrero/ twitter.com/xgioxguerrerox | Oct 2015 - May 2016 Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations Perform data backups and disaster recovery operations Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary Plan, coordinate, and implement network security measures to protect data, software, and hardware Configure, monitor, and maintain email applications or virus protection software Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use Load computer tapes and disks, and install software and printer paper or forms Design, configure, and test computer hardware, networking software and operating system software Monitor network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future Confer with network users about how to solve existing system problems Research new technologies by attending seminars, reading trade articles, or taking classes, and implement or recommend the implementation of new technologies Analyze equipment performance records to determine the need for repair or replacement Maintain an inventory of parts for emergency repairs Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements Train people in computer system use Coordinate with vendors and with company personnel to facilitate purchases Coordinate with vendors and with company personnel to facilitate purchases Maintain logs related to network functions, as well as maintenance and repair records Implement and provide technical support for voice services and equipment, such as private branch exchange, voice mail system, and telecom system. CUSTOMER SERVICE REPRESENTATIVE Dunbrae Subic Inc. (Part Of the Dunbrae Group of Companies) Subic Bay Freeport Zone, Subic PH | Jul 2014 - Mar 2015 Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints Check to ensure that appropriate changes were made to resolve customers' problems Determine charges for services requested, collect deposits or payments, or arrange for billing Refer unresolved customer grievances to designated departments for further investigation Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers Solicit sales of new or additional services or products Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims Order tests that could determine the causes of product malfunctions Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods CUSTOMER RELATIONS MARKETING [24]7 Inc. Ayala Ave., Makati City | Sep 2012 - Dec 2013 OPTUS - Australian Telco Tailor-fitting the customer’s need and providing an outstanding customer experience Upselling and cross selling products CONTACT A: Blk 14 Lot 13 Sta. Elena Village, Calapcuan Subic Zambales 2209 P: - E:- SOCIAL www.facebook.com/GioxGuerrero www.instagram.com/gioxguerrero/ twitter.com/xgioxguerrerox CUSTOMER SERVICE OFFICER (TELESALES) [IBM Global Process Services. Commonwealth, Quezon City PH | Apr 2010 - Aug 2012 Citibank Australia Promptly assist potential clients on inquiries regarding card products and services Perform inbound selling strategies and objection handling for card applications Consistently maintain compliance on sales closed and applications acquired Partner acquisitions functions with inbound upselling and/or cross selling of additional service/products CUSTOMER SERVICE REPRESENTATIVE APAC Customer Service, Inc. Cubao, Quezon City PH | Nov 2008 - Dec 2009 Interacts with customers to provide information in response to inquiries about products and services To handle and resolve customer’s complaints about service and billing To resolve situations, provide information, trace or execute requests as needed by a customer or as directed by a supervisor TEAM CAPTAIN / TEAM LEADER TELUS International, Inc. Ortigas, Pasig City PH CONTACT A: Blk 14 Lot 13 Sta. Elena Village, Calapcuan Subic Zambales 2209 P: - E:- SOCIAL www.facebook.com/GioxGuerrero www.instagram.com/gioxguerrero/ twitter.com/xgioxguerrerox | Jun 2006 - Sep 2008 Delivery of team sales, service level components, quality and productivity targets & indicators Operational Management: Managing the floor, adherence to schedule Ownership and problem resolution Motivation, leadership for a team of 18 and developing future leaders Recommendations for product and process development based on customer feedback and analysis of the same Contribute for the initial hiring and selecting process of the front line Compiling reports on team’s performance and customer feedback Communication and being a focal point of dissemination of information from management to team and vice versa Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management Required making decisions on any matters relating to improving revenue generation and customer satisfaction with regards insofar as it affects call handling and call center processes Possesses certain additional supervisory level authority for reversal of charges Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations Resolve agent and customer issues Help to handle the workload, if and when feasible and appropriate Conduct monitoring and coaching sessions Coordinate with training and quality assurance to identify systemic quality-improvement opportunities To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets To develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Front liners and Management To offer creative solutions CALL CENTER SUPERVISOR Outsource Consultants International of the Philippines, Inc. Subic Bay Freeport Zone, Subic PH | Jul 2005 - Jan 2006 Handled 2 outbound campaigns/ accounts: Timeshare and Direct TV Responsible for achieving sales and service targets as measured on a daily basis and as assigned by the Managing Director or Call Center Manager via “hands-on” floor management of the Call Center during assigned shift(s) Responsible for supervising and monitoring assigned Call Center staff gauging production every thirty (30) minutes Responsible for the “net sales” of the Call Center during the assigned shift(s) Responsible for controlling sales related expenses of the Call Center Hires and terminates Call Center staff in accordance with hiring and termination policies Ensures proper initial, recurring and advanced training of call center staff Responsible for the ethics of Call Center activities and maintenance of its marketplace reputation Ensures inter and intra Call Center harmonious relationships Recommends the tools necessary to support call center areas Responsible for ensuring proper generation and maintenance of all reports and records of the sales and service areas of the Call Center, and their interpretation to the Managing Director and subordinates Responsible for paying specific attention to a coordinated relationship with clients and support operations Interacts closely with the Operations Manager and various other personnel including the Supervisor, Quality Assurance and the Supervisor, Training Support to ensure overall success Other duties are assigned INBOUND SALES ASSOCIATE Ambergris Solutions, Inc.. Ortigas, Pasig City PH CONTACT A: Blk 14 Lot 13 Sta. Elena Village, Calapcuan Subic Zambales 2209 P: - E:- SOCIAL www.facebook.com/GioxGuerrero www.instagram.com/gioxguerrero/ twitter.com/xgioxguerrerox | Oct 2003 - Aug 2005 Tele markets DELL Computer Products To handle customer service response via telephone, email, web chat or fax To perform duties primarily from a workstation and will typically be a part of a team performing similar duties To resolve situations, provide information, trace or execute requests as needed by a customer or as directed by a supervisor The ability to resolve sensitive situations or even complicated transactions will be necessary To process some/all telephone transactions (inbound or outbound), email correspondence, chat sessions, fax or written correspondence related to customer inquiries and/or sales May offer service and benefits to enhance customer loyalty and increase company/ client revenue Ensure customer service standards and departmental targets are understood and achieved Develop working relationships with supervisors, managers and across the account HEAD BUTLER King Faisal Specialist Hospital & Research Center Jeddah, Saudi Arabia | May 2001 - May 2003 Checks the preparation necessary before the former shift leaves In-charge of the time record of all personnel Conducts briefing of personnel 5 minutes before the operation. Responsible for requisitions of every stock To maintain personal hygiene in every personnel To assist the VIP Butlers in preparing their needs especially in table setting To maintain the standard of procedure To check every order before being delivered are complete To assist the Dietician in preparing diet cards To know the diet of every patient and sitter if their given the right meal To assist the Banquet Personnel if there are VIP alert Acts as a personal Butler when the Royal King, Crown Prince, Princesses and other Royal VIP are being admitted or visits Supervises all personnel during any TOP VIP being admitted or visits To check every kitchen staff in their proper uniform and to maintain personal hygiene especially in wearing their gloves To check that every meal were delivered in their respective rooms after tray line Conducts monthly training course at least twice a month Conducts meeting for every personnel once a week Submits daily report to the Food Service Manager Clerical matters upon request Assists in Computer technical problems and software assistant Responsible for evaluating the performance of personnel Making management decisions regarding daily operations D.E.M.O. (DATA ENTRY MACHINE OPERATOR) SynTech Computer Olongapo City CONTACT A: Blk 14 Lot 13 Sta. Elena Village, Calapcuan Subic Zambales 2209 P: - E:- SOCIAL www.facebook.com/GioxGuerrero www.instagram.com/gioxguerrero/ twitter.com/xgioxguerrerox | March 2000 - Apr 2001 Data Encoder Tutorial in MS Office Web Page Designer Machine problem troubleshooting PRACTICUM (OJT) TRAINING COORDINATOR Subic Bay Marina and Yacht Club Subic Bay Freeport Zone, Subic | May 1999 - Apr 2001 To train students the SOP of both Hotel and Restaurant To discipline the students on punctuality To teach and make them understand the HOW, WHAT, WHY, WHERE and WHEN of the Hotel and Restaurant To help the students be more responsible and mature To help the students in what we can give for their school requirement To teach them to understand each job description F & B ASSISTANT DINING SUPERVISOR Subic Bay Marina and Yacht Club Subic Bay Freeport Zone, Subic | Apr 1997 - Apr 2001 Checks the preparation necessary before the dining room opens for business Conducts briefing of personnel 15 minutes before the operation Supervises performance of side duties and responsibilities of his Assistant Gives emergency instruction, if needed, especially reservations and complaints Attends to complaints of guests To post transactions in the MICROS SYSTEM Makes requests of equipment stocks thru the FIDELIO PROGRAM Takes over all the functions of the Dining Supervisor in his absence Checks if all dining personnel are performing the tasks assigned to them Helps the service staff take orders if they are momentarily overloaded Submits daily or weekly report to the Dining Supervisor In-charge of the time record of all dining personnel Prepares Monthly Equipment Inventory Responsible for evaluating the performance of personnel Responsible for giving commendations to deserving personnel Responsible for making management decisions regarding daily operations Responsible for developing camaraderie and spirit of teamwork Researches, develops ways to improve the performance of Food & Beverage Division F & B WAITER Triboa Bay Country Club (APEC Villas) Subic Bay Freeport Zone, Subic | Feb 1997 - Apr 1997 Serves as the dining order taker Must perform table visits Keeps stations adequately stocked with necessary supplies before, during and after service hours CONTACT A: Blk 14 Lot 13 Sta. Elena Village, Calapcuan Subic Zambales 2209 P: - E:- SOCIAL www.facebook.com/GioxGuerrero www.instagram.com/gioxguerrero/ twitter.com/xgioxguerrerox FRONT OFFICE BELLMAN / VALET PARKER Crown Peak Gardens Subic Bay Freeport Zone, Subic | Sep 1996 - Dec 1996 Assist guests in parking their vehicle Assist guest with their luggage and baggage Assist guests to their rooms Give guests their needs Assist in ocular rooms to guests/vistors A tour guide for guests not knowing the vicinity or area To pick-up/drop-off guests to the area Endorsement being made for the next shift EDUCATION COMPUTER SYSTEMS DESIGN AND PROGRAMMING AMA Computer Learning Center Olongapo City | 1998 - 2000 BACHELOR OF SCIENCE IN PHYSICAL THERAPY (UNDERGRADUATE) Emilio Aguinaldo College Metro Manila | 1991 - 1994 HIGH SCHOOL Columban College Olongapo City | 1987 - 1991 ELEMENTARY Columban College Olongapo City | 1986 - 1987 Grundschule Furth, West Germany | 1984 - 1986 Dodd's American School Nurnberg, Germany | 1980 - 1984 CHARACTER REFERENCE Janet Bulaong Vice President of Operations - TaskUs- Angel Siao Director of Operations, Extended Services - SAP Concur CONTACT A: Blk 14 Lot 13 Sta. Elena Village, Calapcuan Subic Zambales 2209 P: - E:- SOCIAL Cherrie Bautista Senior Operations Manager - Convergys ABOUT ME 44 years old, 5'10", 170 lbs, Filipino, born in Olongapo City, Philippines on June 9, 1974, Roman Catholic, Fluent in English, and can speak Filipino www.facebook.com/GioxGuerrero www.instagram.com/gioxguerrero/ twitter.com/xgioxguerrerox I hereby certify that the above information is true and correct to the best of my knowledge. Giovanni Pascasio Guerrero