Hector Elpuz Dela Rosa Jr
136 Fermin St. Brgy. Pentor Dinalupihan,-
OBJECTIVE
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To secure a challenging and responsible position that will allow me to utilize my 6 years of sales, customer service , leadership and supervisory experience
SKILLS
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English Language Proficiency
Microsoft Excel Proficiency
Microsoft Office Proficiency
Effective Interpersonal skills
Leadership skills
WORK EXPERIENCE
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Senior Sales and Service Representative
1800flowers.com
Inbound, Outbound and Email representative
Taking ownership on all customers queries (Order change, Status check, Billing/Receipts and Surveys)
1800flowers.com
CyberCity Teleservices
Clarkfield Ecozone Pampanga
April 2011 to September 2014
Sales and Service Supervisor/AVP
1800flowers.com
Establish Personal Deliverables, Improvement Targets and Sales Goals
Regularly evaluating the quality of agents performance
Facilitating workshops, trainings such as sales and customer service enhancement
Conducting interviews with potential employees during ramps
Meet monthly key contact canter performance goals for customer satisfaction, quality, productivity and key performance metrics
Monitor and evaluate agent monthly performance and after- work monitoring (using call recording and quality assurance applications), review productivity
Conduct formal agent performance reviews, including bi-weekly and monthly goal-setting/performance development plan and quarterly performance reviews
Support and promote all company and departmental sales, service and quality initiatives.
Assist in administering team attendance records, salary plans, vacation and staffing schedules and forecasts.
Plan and manage a range of non-phone activities for agents, including workshops, call center cross-training, eLearning courses, knowledge reinforcement and brainstorming sessions.
iQor Philippines Inc.
SM City Dasmarinasm Dasmarinas Cavite
September 2014- November 2015
Customer Service Associate
T-mobile USA
Handling Customer Sales and Service Calls
Assisting clients with their Billing and Troubleshooting
Teletech Pampanga Delivery Service
SM Pampanga annex building
Lagundi, Mexico Pampanga
January 2016 up to present
SEMINARS ATTENDED
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Supervisor and Leadership Training
August 2014
Facilitated by: Maureen Figueroa
Director of Operations and Client Services
Cyber City Teleservices
Clark Pampanga
Management Handbook and Tool Kit Leadership Training
September 2014
Facilitated by: Arnel Sugay
Program Manager, CCT Lead
Cyber City Teleservices
Clark Pampanga
Supervisor and Leadership Training- Refresher
August 2015
Facilitated by: Arnel Sugay
Director of Operations and Client Services
Cyber City Teleservices
Clark Pampanga
Facilitation Workshop
June 2014
Facilitated by Sheila Marie Jacinto
Program Manager, CCT Lead
Cyber City Teleservices
Clark Pampanga
EDUCATION
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Bachelor of Science Nursing
College Level
Asia Pacific College of Advanced Studies-
Saint John Academy
Secondary Level
Dinalupihan, Bataan-
PERSONAL DATA
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Sex: Male
Civil Status: Single
Birthdate: May 31, 1989
Birthplace: Dinalupihan, Bataan
Religion: Roman Catholic
REFERENCE
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Beverly Francisco
Inspector Manager
Cloudstaff Inc.
Tel.No.: -
Email:-Relationship: Former Supervisor
Dodie Mercado
Team Leader
Teletech Pampanga Delivery Service
Tel.No.: -
Email:-Relationship: Former Team Leader
