Ian Patrick G. Gooding

Ian Patrick G. Gooding Block 17 Lot 37 Beige St. Camella Springville Molino 3, Bacoor, Cavite Mobile No.:- E-Mail Address:-Skype ID: ian.gooding13 Work Experience Satellite Office Solutions –Bonifacio Global City, Taguig Customer Service – Technical (SmartChannel) June 1, 2017 – July 6, 2017 Primary Tasks: Assist customers with technical concerns and aid with troubleshooting. Maintenance of product database and ensure that specs are updated. Generate report on common issues and technical concerns. Other Tasks: Conduct training on products. KMC MAG Solutions –Bonifacio Global City, Taguig Customer Service – Technical (SmartChannel) September 1, 2016 – May 31, 2017 Primary Tasks: Assist customers with technical concerns and aid with troubleshooting. Maintenance of product database and ensure that specs are updated. Generate report on common issues and technical concerns. Other Tasks: Conduct training on products. Customer Service Agent (SmartChannel) May 30, 2016 – August 31, 2016 Primary Tasks: Handling sales & general inquiries regarding products and delivery of orders. Update necessary customer information pertaining to their order. Provide information regarding order status and coordinate with logistics officer for additional conderns. Microsourcing Philippines – Two Ecom Bldg., Pasay City Client Implementation Officer March 30, 2015 – July 30, 2015 Primary Tasks: Responsible for managing and supporting transitions for small and medium client businesses into the Operations environment. Responsible for leading and driving action from Shared Services and reporting Risks, Progress, and Completion of transitioned clients. Ensuring satisfaction of client expectations and that company processes and procedures are followed and maintained, which includes all aspects of personnel, relationships with the shared services leads, and detailed decisions to make the transition a success. Managing all tasks associated with initiating, planning, scheduling, executing, controlling transitions/projects for small and medium clients. Responsible for planning and facilitating kick off sessions, maintenance of project plans, and handover to Operations. Monitors and tracks the progress of each transition project and provides periodic reporting of this information to the Transition Manager. Ensures risks and impact to the clients are identified and addressed. Establishes and manages relationships that may include internal employees and client employees. Creates and maintains project issue log to track issues and ensure timely resolution. Responsible for project communication specific to steering committee, stakeholders, project team members, external resources and senior management. Facilitate and moderate project meetings including but not limited to project kickoffs, team progress and issue resolution, leadership update, project close out and best practices and core team meetings. Interact with corporate functions: Technology – Working with technology teams, ensuring equipment and resources are adequately available to support transition project needs. Operations – Working with the operations teams, ensuring production resources are adequately available to support transition project needs. HR – Ensure staff compliance with company policies. Teletech Customer Care Management Phils., Inc. – Bldg. F, Pasay City Advertiser Solutions Consultant (Sensis) August 15, 2014 – December 12, 2014 Primary Tasks: Field inbound calls on customer complaints regarding products and services. Process cases from customer complaints logged from email correspondence. Review of advertisements and billing pertaining to complaints, and provide resolutions, such as credits or free products. Arrange corrections and/or changes to customer’s advertising. Educate customers on the terms and conditions of their purchased products. Providing feedback to the concerned agents or departments. Other Tasks: Assigned as a Subject Matter Expert (SME) from October 27, 2014 until November 14, 2014. Assisting agents in queries regarding their calls or cases. Monitoring the call queue and ensuring the staffing for receiving calls. Monitoring agent level case closed per hour, and assisting Team Leads in increasing productivity. Consolidating frequently asked questions and conducting calibration sessions with Team Leads, Quality Assurance team, and onshore Subject Matter Experts. Handling escalated calls (supervisor calls) and addressing concerns. Techno Global Team – Ecotower, Bonifacio Global City, Taguig Customer Service Representative / Franchise Supervisor (Electrodry) February 24, 2014 – June 17, 2014 Primary Tasks: Field inbound customer inquiries, encouraging customer to make a booking with Electrodry. Respond to customer service inquiries and complaints ensuring resolution of each inquiry. Upsell additional products and service to customers. Coordinate with the Australian operations staff to ensure completion of all work. Management of a service delivery territory in Australia (Brisbane) including scheduling and the organization of operations staff. Front line business management. General financial reconciliations from Australian business operations. Reports Analyst Apprentice (Electrodry) April 3, 2014 – June 17, 2014 Primary Tasks: Data Gathering & Reporting Provide reporting and analysis support Reporting is an on-going activity which will help gauge the health of our sales strategies and systems Check reports for correctness and explain variances Project Participation Provide data analysis support and guidance to a cross-functional team dedicated to process, sales, and cultural improvements Analysis of historical data to establish trends Work towards improvement of team’s performance Communication Organize the data analysis results, recommendations, business designs into a clear concise format for communication to all levels of management concerned with the project Microsourcing Philippines – Two Ecom Bldg., Pasay City Customer Service Representative / Franchise Supervisor (Electrodry) April 1, 2013 – February 23, 2014 Primary Tasks: Field inbound customer inquiries, encouraging customer to make a booking with Electrodry. Respond to customer service inquiries and complaints ensuring resolution of each inquiry. Upsell additional products and service to customers. Coordinate with the Australian operations staff to ensure completion of all work. Management of a service delivery territory in Australia (Brisbane) including scheduling and the organization of operations staff. Front line business management. General financial reconciliations from Australian business operations. Convergys Philippines – Northgate, Alabang, Muntinlupa City Customer Service Representative (Virgin Mobile – Australia) May 21, 2012 – November 15, 2012 Primary Tasks: Working with one of the telecommunications companies from Australia to improve current customer service operations. Answer customer’s inquiries on their accounts, bills, setup up and basic troubleshooting of their mobile phones. Telesales (Virgin Mobile – Australia) July 23, 2012 – September 30, 2012 Primary Tasks: Handling inbound calls from prospect customers, and converting inquiries to sales. Assists customers on getting the best package for their mobile plans. File and tracking of customer’s orders / purchase. APAC Customer Services, Inc. – Northgate, Alabang, Muntinlupa City Customer Service Representative (Wellpoint Central Host) April 5, 2010 – May 13, 2012 Primary Tasks: Handling inbound calls from providers regarding insurance claim status and addressing concerns and issues. Inventory/Correspondence Team (Wellpoint Central Host) August 5, 2010 – March 6, 2012 Primary Tasks: Handling of correspondence for claims. Review documentations of phone representative and forwarding to the necessary department. Other Tasks: Distribution of the tickets to be worked on by the Inventory Team. Assisting in topics for process improvement. Flex Trainer (Wellpoint Central Host) October 29, 2010 – May 13, 2012 Primary Tasks: Assisting new agents during nesting period for concerns they encounter with the calls. Conducting pre shift and post shift huddles on the new agents calls and scenarios handled for the day. Assisting the Team Leads and Quality Assurance Coordinators with calibration. Handling supervisor calls. Assisting in training new agents Conducted Training for specific topics for a new class. – September 7, 13 to 16, 19 to 21, 2011 Conducted cross training for Team Leads and Quality Assurance Coordinators. – December 20 to 22, 2011 Other Tasks: Completing training reports. Assisting in calibration workflows with clients. VXI Global Holdings, Inc. – Buendia, Makati City Inbound Sales Representative (DirecTV) November 10, 2009 – February 14, 2010 Primary Tasks: Handling inbound calls from prospect customers, and converting inquiries to sales. Adhering with sales target, call handling time, and quality HSBC Electronic Data Processing, Phils., Inc. – Northgate, Alabang, Muntinlupa City Fraud Associate November 3, 2008 – September 14, 2009 Primary Tasks: Handling inbound calls for the security department for HSBC US Credit Cards. Processing of fraud reports to be escalated to investigations department. Handling of basic credit card concerns. Nissan Westgate Alabang – Alabang, Muntinlupa City Sales Trainer October 2003 – August 2005 Primary Tasks: Conduct training and orientation of newly hired sales professionals. Training and development for Sales Professionals through weekly training modules such as: Customer Handling Selling Techniques, Negotiation Skills Product knowledge Basic Automotive Fundamentals Nissan Sales and Service Way (NSSW) Conduct revisions in the training modules and programs based on findings made through Training Needs Analysis (TNA). Coordinate with HR Department for evaluations results, reward and penalty programs. Supervise Sales Professional’s productivity, performance and exam result. Handled training for Nissan Southwoods and Nissan Shaw (May 2005 to August 2005) Other Tasks: Assisting in sales inquiries and product presentation. Support Customer Relation Officers with concerns from customers. Aid in sales reports and planning. Facilitate in marketing activities and displays. Sales Professional February 2003 – October 2003 Primary Tasks: Handle customer inquiries on Nissan products and services. Perform telemarketing and showroom duties. Conduct demo drives & vehicle deliveries. Prepare or ready pertinent collateral materials and sales kits (sales calls). Prepare pertinent sales documents (Vehicle Sales Agreement). Attend sales appointments. Participate in marketing activities as needed (displays, exhibits, trade shows, sponsorships, etc.) Properly turnover customer’s newly bought vehicle and ensuring a quality purchase. Conduct follow up calls to customers. Entertain customer complaints / comments and endorse the same to the concerned personnel. Prepare and update reports such as: Daily Sales Activity Report Prospecting Reports. Customer Data Sheet. Other Tasks: Attend trainings and sales meetings. Perform other tasks as assigned by Management. Meridian Fine Lodges Inc. – MEPCO (National Panasonic) Taytay, Rizal Stock Controller June 2002 – December 2002 Primary Tasks: Responsible for the monitoring of stocks for kitchen and dining use. Creating Purchase Requests for all items to be used. Monitoring and recording of items issued to the kitchen and dining areas. Updating prices of merchandises received. Providing updates on meal costing based on updated prices of ingredients. Creating meal plans for Monthly Employees Meals, Buffets and Special Events Daily monitoring the quality of perishable items and stocks. Provides reports such as: Daily, Weekly and Monthly Production Reports Weekly and Monthly Inventory of Stocks Spoilage, Wastage and Brakeage Reports Meridian Fine Lodges Inc. – Parañaque City Office Clerk – Part Time October 2000 – June 2002 Primary Tasks: Helping with documentations, recording and filing. Assisting in searching and evaluating of new suppliers. Receiving of goods delivered. Educational Background Tertiary 2000 – 2001AMA Computer College – Las Piñas City B.S. Computer Science – Undergraduate 1999 – 2000AMA Computer College – Parañaque B.S. Computer Science – Undergraduate Secondary 1993 – 1998Saint Francis of Assisi College – Las Piñas City Primary 1986 – 1993Bloomfield Academy– Las Piñas City Additional Skills Proficient in Microsoft Office (Excel, Word & PowerPoint) Basic Knowledge in Photoshop Excellent Communication and Problem Solving Skills Sales and Marketing Training and Development General knowledge in Automotive and Electronics Trainings and Seminars Training Methodology Plus Level 1 Technical Education and Skills Development Authority (TESDA) / Business Processing Association of the Philippines (BPAP) - University of Makati January 14, 2013 – January 25, 2013 Topics: Describe IT-BPO Industry Plan Training Session Supervise Work-Based Learning Maintain Training Facilities Utilize Electronic Media in Facilitating Training Facilitate Learning Sessions Conduct Competency Assessment