James Owen Balatibat

Cell # Home Phone # Email Address (- (--623 Burgos St. Liliw, Laguna, Philippines James Owen H. Balatibat Work Experience Jan 2015 – Jan 2016 MIS and Workfoce Supervisor - Assist the General Manager and Operations Manager in defining and executing performance reports and analytics on a company and project based scale. - Serve as the administrative and personnel department head for the real-time analysts, data analysts, and workforce planners across the various projects in the organization. - Formulate answers and solutions to queries and requirements for both internal and external customer regarding data analytics and workforce planning. - Assist the sales team for any queries and requirements presented by potential clients in order to close the sales, including coordination directly with the prospects regarding their staffing and analytics needs. Curo Teknika Pasig City Feb 2014 – Jan 2015 Transcom Worldwide Pasig City Logicall Inc. Makati City Customer and Technical Service Adviser – Talktalk PlusTV - Serve as the front line contact for customers calling for support, provide answers and resolutions for customer service and billing concerns, and provide technical assistance services regarding phone, internet and television services they receive from the client. July 2009 – Feb 2014 Data and Report Analyst - Performance Management Systems - Generate regular (i.e. daily, weekly, monthly) reports reflecting overall performance from individual agent level to overall account level in support of Operations and Management. -Maintain and manage SQL Databases. - Provide on demand custom reports for clients and internal use. - Maintain, manage, and develop custom database applications for internal use. - Provide periodic telco CDR audits for client and internal billing. - Provide daily, weekly, and monthly financial trending reports per account to gauge profitability. - Coordinate and calibrate performance levels and goals with QA, operations, and higher management - Provide feedback to operations TL on agents' and team's performance in order to meet and exceed client goals June 2008 - June 2009 Logicall Inc. Makati City Jan 2008 - June 2008 Business Beanstalk Makati City Business Development Officer - Serve as Business Development Officer, contacting and fielding calls from past, current, and potential clients to promote our services. Dec 2005 – Dec 2007 Cadence Data Corporation Makati City Tech Support Agent (Home Theater Systems) - Serve as the initial point of contact for customers calling for support, provide inbound technical assistance services regarding home theater installation and configuration, or, for nontechnical issues, direct them to the proper department, as needed. - Formulate a diagnosis and solution based on the information provided by the customer, in the shortest time possible, and determine the proper escalation path for more extensive support, if necessary. General Services Officer - Serve as Business Development Officer, contacting and fielding calls from past, current, and potential clients to promote our services. - Provide support services for field personnel, including providing driving directions, verifying addresses and database research, both online and in-house. - Maintain the in-house service database, and perform maintenance on office computers. - Develop proposal packages for clients, in response to verbal or published Requests For Proposals. - Act as office assistant to the President, performing tasks delegated when the President is in the field or otherwise out of the office. June 2004 – May 2005 Teletech CCM Manila Pasay City Client Logic, Ortigas Center Pasig City Customer Service Representative (DSL) - Serve as the initial point of contact for customers calling for support, provide inbound technical assistance services regarding DSL internet issues, or, for nontechnical issues, direct them to the proper department, as needed. - Formulate a diagnosis and solution based on the information provided by the customer, in the shortest time possible, and determine the proper escalation path for more extensive support, if necessary. - Answer basic technical and customer service questions regarding the provided services, to provide the best customer experience. Oct 2003 – June 2004 Technical Support Agent (PC hardware and Software) - Provide Inbound technical assistance services regarding desktop system issues. - Formulate a diagnosis and solution based on the information provided by the customer, in the shortest time possible, and dispatch replacement parts, if necessary. - Answer basic technical and customer service questions to provide the best customer experience. - Research and formulate new solutions to existing/new technical issues. March 2000 – Oct 2003 Senior Software Sales Analyst/Trainer Lateral Transfer from Sister Company May 1998 – March 2000 Maxicorp, Inc. Robinson’s Galleria Pasig City First Macro Trading, SM Megamall Pasig City First Macro Trading. SM Megamall Pasig City Senior Software Sales Analyst/Trainer - Evaluates new software products for both Sales Support and In-house use. - Provides In-house training for Technical Staff regarding new software and hardware installation and usage. - Provides training for Clients regarding new software and hardware installation and usage. - Provides On Call Tech Support for Clients regarding both Software and Hardware concerns. Jan 1997 – May 1998 Sales Representative - Consulted with Clients to determine IT needs, and to design a computer system to meet those needs. - Provided On Call Tech Support regarding computer systems provided by the company. - Provided On Site Services for minor computer problems. Education June 1993 – Dec 1994 AMA Computer College Project 8, Q.C. BS Computer Science (inc) June 1992 – March 1993 Ateneo de Manila University Quezo n City Philippine Science High School Quezo n City BS Computer Science (1 year) June 1988 – March 1992 High School Skills -Fluent in both spoken & written American English -Fluent in both spoken & written Tagalog -Computer hardware & software; troubleshooting & maintenance -Microsoft Windows & Microsoft Office applications - Basic HTML and PHP development - SQL Database maintenance and development -Home theater Audio/Video Systems -CCTV/Security Camera Systems Hobbies and Interests Science fiction & fantasy Military history & fiction Strategic/Tactical Simulations and Gaming Music & Singing Computers and Gadgets Internet Bicycles and Cycling