Hermann Paolo Villalon Docena
35A One Adriatico Place, Ermita, Manila
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Objectives:
To obtain a position which utilizes my proficiency and experience in customer service, tech support,
and social media support to enable me to make a positive contribution to the company.
Experiences:
Acer Computers Global Social Media Manager, Highpoint Services Network Philippines |
January 2021 - July 2022
Responsibilities:
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Social media platform customer service - managing large amounts of customer social
media messages, posts, and comments
Managing and answering customer inquiries, posts, comments, and feedbacks;
providing appropriate information and basic troubleshooting within the time limits
Giving accurate, valid and complete information by using the right
methods/resources
Adhering to communication procedures, guidelines and policies
Evaluating and assessing customers’ needs and wants to achieve satisfaction
Building sustainable relationships and trust through open and interactive
communication
Going the extra mile to engage customers
Promoting other products and services to fulfill the customers’ other needs
Escalating and endorsing appropriate cases to proper channels for resolution
Keeping records of customer interactions
AT&T Mobility Sales and Service Chat Support, Concentrix Makati | March 2020 December 2020
Responsibilities:
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Chat platform customer service - managing large amounts of customer chats
Handling customer complaints, billing queries, account changes; providing
appropriate solutions and alternatives within the time limits
Identifying and assessing customers’ needs to achieve satisfaction
Following communication procedures, guidelines and policies
Keeping records of customer interactions, processing customer accounts and filing
documents
Providing accurate, valid and complete information by using the right methods/tools
Building sustainable relationships and trust with customer accounts through open
and interactive communication
Taking the extra mile to engage customers
Promoting other products and services to fulfill the customers’ other needs
Norton Lifelock Member Services, Qualfon Manila | October 2019 - February 2020
Responsibilities:
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Over-the-phone customer service - managing large amounts of incoming calls
Handling customer complaints, billing queries, account changes; providing
appropriate solutions and alternatives within the time limits
Identifying and assessing customers’ needs to achieve satisfaction
Following communication procedures, guidelines and policies
Keeping records of customer interactions, processing customer accounts and filing
documents
Providing accurate, valid and complete information by using the right methods/tools
Building sustainable relationships and trust with customer accounts through open
and interactive communication
Taking the extra mile to engage customers
Promoting other products and services to fulfill the customers’ other needs
Telstra Complaints Case Manager, Teleperformance Philippines | December 2018 - June
2019
Responsibilities:
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Over-the-phone customer service - managing large amounts of incoming and
outgoing calls
Handling customer complaints, providing appropriate solutions and alternatives
within the time limits; following up to ensure resolution
Identifying and assessing customers’ needs to achieve satisfaction
Following communication procedures, guidelines and policies
Keeping records of customer interactions, processing customer accounts and filing
documents
Providing accurate, valid and complete information by using the right methods/tools
Building sustainable relationships and trust with customer accounts through open
and interactive communication
Taking the extra mile to engage customers
Operations Manager | December 2014 - January 2016
My French Deli - A registered online grocery providing imported food, beverages, and
other dry goods mainly from France but also from other neighboring European
countries directly to the Philippines.
Responsibilities:
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Overseeing the overall operations of the company
Dealing with logistical and financial issues and coming up with solutions
Qualifying, quantifying and surveying products for availability and marketability
Expanding networks and market scope through research, customer interaction, and
usage of technology and social media
Coming up with marketing strategies and various sales approach to further the
outcome of sales
Managing the end to end cycle from order dispatch to actual deliveries
Working to strict deadlines and targets
Education:
Bachelor of Arts in Photography | De La Salle - College of St Benilde, Philippines
Bachelor of Arts in Philippine Arts | University of the Philippines - Manila, Philippines
Skills Profile:
As an employee, I am dedicated and highly motivated. My ability to learn fast and my passion to
complete my tasks accurately and efficiently will set me apart from the others. My ever-increasing
experience only serves to fuel my desire to look for more avenues for improvement and further
individual growth.
In addition, I am a committed team player who shares best practices, enjoys a challenge whilst
maintaining a professional profile.
Languages:
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English
Filipino
Spanish (basic)
Other local dialect
References:
Jesse Abella
Subject Matter Expert
Telstra International Philippines Incorporated--Lloyd Philippe Umali
Director of Operations
Sedge Corporation Freelancer UK--Lloyd Raymund Abanilla
Assistant Business Development Manager
Microgenesis Business Systems, Inc--Mark Christopher Gomez
Relationship Manager
Smart Communications Inc. PLDT--
