Jeffrey Bancoro

JEFFREY BANCORO 3606  Fairlane  Village,   Capisnon,  Kauswagan,   Cagayan  de  Oro  City,  9000 Skype:  jeffrey_bancoro Email  Address: -An  experienced  and  flexible  customer  and  admin  specialist  with  people  and  process   improvement,  customer  service  support,  performance  and  project  management  skills.   QUALIFICATIONS - Customer  Service  and  Technical  Support  (Voice  and  Non-­‐Voice)   Knowledge  and  Skills  on  troubleshooting  PC  and  SOHO  Network  devices   Email  and  Calendar  Management   Social  Media  Management  (FB,  Twitter,  Tumblr,  Instagram)   Proficient  on  Google  Docs,  Spreadsheets  and  Slides   Knowledge  on  Six  Sigma  approach  (DMAIC  Framework)  /  7  Quality  Tools   Proficient  on  MS  Office  applications  (Excel,  Powerpoint  and  Word) Knowledge  on  Virtual  Assistant  Tools  (Asana,  Trello,  Toggl,  Buffer) CRM  Tools  (Zendesk,  Zoho,  Right  Now,  Sales  Force) WORK HISTORY 07.2016  -­‐  PRESENT     THE  PROCUREMENT  GROUP  LTD Level  2  Administrator ▪ Customer  Support  and  Consultatncy ▪ Ticket  Management ▪ Process  Map  Creation 03.2016  –  12.2016     AMALIDA  PROPERTIES  LTD Virtual  Assistant ▪ ▪ ▪ ▪ 09.  2011  –  03.2016     Lead  Generation  (Tenants  and  Real  Estate  Properties) Task  Organization VA  Manual  Creation Process  Map  Creation CONCENTRIX  –  PH  CDO Quality  Assurance  Manager   ▪ Manages  more  than  30  dynamic  employees  to  exceed  goals  set   based  on  key  performance  indicators ▪ Develops  guidelines  for  quality  monitoring  inclusive   supplementary  information  on  COPC  standards ▪ Spearheads  risk  assessment  and  implemented  control  measures   to  mitigate  risks  observed/identified ▪ Standardizes  quality  processes  to  ensure  that  all  employees  are   aligned ▪ Provides  business  intelligence  and  analysis  from  SAP  system  to   Delivery   ▪ Develops  performance  management  initiatives  and  action  plans  to   maintain  high-­‐level  quality  performance. ▪ Client-­‐facing  calibrations  to  ensure  alignment  on  client  goals. ▪ Leads  customer  complaint  management 03.2010  –  09.2011     CONCENTRIX  –  PH  CDO Supervisor  Lead,  Delivery  Operations  (Special  Applications  Team) ▪ Managed  highly  skilled  technicians  that  handle  specialty  audio-­‐ visual  devices   ▪ Engaged  with  clients  and  onshore  L3  technicians  /  Escalation  team   for  any  new  devices  and  firmware  releases ▪ Achieved  outstanding  key  performance  indicators  and  high  scored   quality  metrics  such  as  QA  score,  Customer  Satisfaction,  Agent   Resolution  Rate  and  First  Call  Resolution. ▪ Spearheaded  the  support  on  new  devices  launched  by  the   program  and  bubble  up  observations 2008  –  03.2010     CONCENTRIX  –  PH  CDO Supervisor,  Special  Projects  and  Analysis  Team ▪ Managed  data  sources  and  analysis  on  quality  and  productivity   metrics  for  the  whole  site ▪ Flagged  observed  significant  performance  trend 07.2006  –  2008   CONCENTRIX  –  PH  CDO  Supervisor,  Level  1  and  Special  Applications  Team ▪ Managed  entry  level  to  medium  skilled  technicians  that  handle   specialty  devices ▪ Achieved  stellar  team  performance  declared  as  best  team  for   several  months 05.2005  –  07.2006     CONCENTRIX  –  PH  CDO Product  Support  Specialist,  Delivery   ▪ Handled  technical  troubleshooting  on  customer’s  network   connection  problems ▪ Received  outstanding  key  performance  on  both  quality  and   productivity  metrics EDUCATION 2000  –  2004     ATENEO  DE  CAGAYAN,  XAVIER  UNIVERSITY BS  CS  (Bachelor  of  Science  Degree  in  Computer  Science) PROFESSIONAL ACHIEVEMENTS Annual  Top  Performer  Awardee  (2006,  2007,  2009,  2010) Certified  Team  Champion  (2014)