Ivan Lampayasen

Ivan Metternich Augustus Lampayasen Block 7, Lot 7, NHA Agdao, Davao City, Philippines Contact: - Email:-SUMMARY Handled 18 FTE for a chat campaign supporting one of the biggest telecommunications and IPTV company in the Unites States; A Flexible and an A Team Player; Has Over 7 years of BPO experience with extensive knowledge on consumer sales and service, home solutions, billing and technical support both for voice and non-voice platforms; an advocate of coaching on behavior and action learning with an in-depth knowledge on people and performance management hence consistently brings the team to success. HIGHLIGHTS • • • • • • • Data Entry Specialist Email Support and Marketing Expert Social Media Marketing (i.e. Facebook) Customer Service Champion Resource Management and Client Relations Management Content Writing Other administrative tasks PROFESSIONAL EXPERIENCE One year of teaching English as second language at the Phoenix Cultural Exchange Foundation for Korean clientele; designed learning materials on effective communications for Japanese clientele Over 7 years of experience in the contact center with extensive knowledge on sales and services, client management, quality assurance, training, coaching and development; Self-motivated team player and organized to keep pace with the fast-changing environment; Consistently in the top quartile for over-indexing client scorecard and has recently been awarded as one of the Top Team Managers for the Quarter among thirty-three team managers in the AT&T Blue program. PROFESSIONAL STRENGTHS • • • • • • • • • Adept in teaching English as second language Can communicate in a large group issues on socio-civic, economics, politics and language Content writer for an English Material specifically designed for foreign students Comprehensive knowledge of the techniques and processes providing customer care services Possesses exceptional analytical, logical and communication skills Ability to work effectively and efficiently in a contact center team environment Excellent team player with good leadership skills Ability to set goals and meet the mission statement and objective of the organization Possesses exceptional management, organizational and administrative skills PROFESSIONAL EXPERIENCE Organization: Phoenix Cultural Exchange Foundation Duration: June 2009 to July 2010 Designation: Language Instructor • • • • • Creates lesson plan to teach non-native speakers to read, write and speak English. Teaches students learn English grammar, pronunciation and conversational skills Develop student’s abilities to read textbooks and write essays in English Tailors approaches and plan of action created to fit the varied learning styles of students Prepare classroom and community activities to learn English in real life contexts. Organization: Sutherland Global Services Duration: February 2015 – Current Designation: Team Manager for AT&T Blue Organization: IBEX Global Solutions Duration: February 2014 to February 2015 Designation: Team Manager for AT&T Blue • • • • • • • Responsible for improving the team and facilitating the communication among the team members Perform the tasks of monitoring, organizing, and coaching team on a daily basis Handle responsibilities of communicating the company’s purpose, core values, vision of the front employees Identify new ways to increase the opportunities of sales and service Handle escalated calls, complaints, questions, queries as required Facilitate cross-functional communication within employees to improve working environment Draft general reports on performance and targets of team members as well as ensure that they exceed the targets Organization: Sutherland Global Services Duration: February 2012 to June 2013 Designation: Senior Consultant for AT&T Blue • • • • • Work in hand in hand with team manager for product updates training among team members Handle escalated calls and provide real-time feedback in aid of skill gaps Facilitate and co-facilitates team huddles Handle other essential tasks under the instructions of the team manager or account manager Participate in field marketing calls hosted by the client Organization: Sutherland Global Services Duration: May 2010 Designation: Consultant • • • Perform the tasks of handling customer calls regarding request of products and services Handle responsibilities of troubleshooting issues on the products and services to meet customer services satisfaction Perform the tasks of conducting training sessions of new team members EDUCATION Malita Central Elementary School (2002) • Graduated as Class Valedictorian Mariano Peralta National High School (2006) • Graduated as Class Valedictorian University of Southeastern Philippines (2010) • Bachelor of Arts in English – Applied Linguistics Ateneo de Davao University (2015) • Education Earning Program for LET (18 units) University of Southeastern Philippines • Master of Education in Language Teaching (on-going) Harvard University (November 2016-January 2017) • Certificate on Leaders of Learning Training Program OTHER AWARDS AND AFFILIATIONS/INVOLVEMENTS • • Dean’s Lister USeP Strategic Institutional Repositioning: Student Representative in 2006 • • • • • • • • • • Vice President for Training, USEP Debate Society in 2008 to 2010 th Contingent to the 10 National Debate Championships at the Ateneo de Davao University in 2008 th Contingent to the 17 Mindanao Parliamentary Debate Championships at the MSU-IIT, Iligan in 2008 Champion: Extemporaneous Speaking Contest: USEP Intramurals 2010 st 1 Runner up in the Extemporaneous Speaking Contest at the YMCA Citywide Olympics in 2009 nd 2 Runner Up during the National Commission for Culture and Arts Essay Writing Contest at San Pedro College in 2009 College of Arts and Science Student Extension President in 2009 NewsCast Feature Editor: The Official College Publication of the College of Arts and Sciences in 2008 Masters Cup Debate University-Wide Champion (2008) Deputy Chief Adjudicator during the Intramurals Debate Championships in 2007