Joffrey Phillipe A. Castro

Joffrey Phillipe A. Castro #32 Cairo St. Sta. Rita Village, Project 8, Quezon City Contact No. : (- Email Address:-Skype ID: live:joffreyphillipecastro OBJECTIVES: “To obtain a position rooted in providing excellent quality customer service and where my management, marketing, administrative and organizational skills will maximize company growth and profitability. Through experience, I will learn more as I grow with the company, give me the opportunity to improve and use my many other skills, and contribute my innovative and administrative qualities effectively and efficiently to see projects from concept to completion, while achieving maximum results for the client.” WORK EXPERIENCE: LEARNING COACH Shenzhen E-Talk Culture Technology Inc. Ltd. 4th Flr. Abriol Building, Lower Magsaysay, Baguio City March 9, 2017 to June 30, 2018 ● ● ● ● ● ● ● Taught Chinese kids and teenagers conversational English. Facilitates classes with Chinese students using online communication software such as QQ and ET (Company software). Instructs and guides learners on how to effectively use the materials and curriculum to maximize learning about and ability to communicate using the English language. Teaches beginners, intermediate and advanced level students the English language. Makes sure that learners improve on their macro-skills in the English language. Makes timely corrections for the students’ improvement. Provides tips and advices to students for their personal growth and improvement of the English language. INSTRUCTIONAL SPECIALIST ABC360 Philippines Ltd. 4th Flr. Basement, CooYeeSan Plaza Hotel February 29, 2016 to February 2017 ● Teaches Chinese kids, teenagers, adults and professionals English. ● Facilitates classes with Chinese students using online communication software such as Skype, QQ and others. ● Instructs and guides learners on how to effectively use the materials and curriculum to maximize learning about and ability to communicate using the English language. ● Teaches beginners, intermediate and advanced level students the English language. ● Specializes in teaching Business English and business concepts to professional and adult learners. ● Makes sure that learners improve on their macro-skills in the English language. ● Makes timely corrections for the students’ improvement. ● Provides tips and advices to students for their personal growth and improvement of the English language. ● Trained in a lot of different materials for English learning and Business English: Daily English, Teenager English, Cambridge Young Learners English, New Concept English, Wonders, Business English Conversations, Interview English, Cambridge English Preliminary-Vantage-Higher, and Market Leader English. RESERVATIONS SALES SPECIALIST North America Brands SC Reservations (Intercontinental Hotel Groups) IHG Bldg., Camp John Hay, Loakan Road, Baguio City, Philippines 2600 October 10, 2014 to February 16, 2016 www.ihg.com ● Handles calls customer service and reservations sales responsibilities. ● Makes partners offers as up-selling strategies in all calls. ● Appointed as a Hooked Guardian who is responsible in increasing the partners’ offers percentage of the team as well as monitoring, making reports and updates for the team’s performance in this KPO, sales and upselling stats. ● One of the team’s OICs in the absence of our team manager overseeing the team’s daily performance especially in sales. GENERAL PROJECT MANAGER Pets Page Boise, Idaho August to November 2014 www.petspage.com ● Manages the CEO’s Social Media Accounts. ● Marketing and adding industry leaders, suppliers and manufacturers for the business. ● Organized and created the company’s training manual. ● Trained new virtual assistants in the business processes, policies and technical skills needed. ● Makes phone calls for the CEO for appointment setting, meetings, follow-ups and coordination with suppliers and manufacturers and makes sure that CEO’s schedule is intact. ● Organized and created the company’s products inventory complete with the prices, name of each product, description and images before it gets uploaded on the website. ● Oversees and reviews the website pages for any incorrect info and incorrect visual formats. ● Manages other Virtual Assistants that helped in organizing the inventory. GENERAL PROJECT MANAGER Web Development & Virtual Assistant Operations Zealot Online Solutions #133 Purok Pidawan, Loakan Proper, Baguio City, Philippines 2600 November 25, 2012 to June 30, 2013 www.zealotonline.com ● Manages the overall operation in different departments of the company. ● Responsible for delegating daily tasks, monitoring, checking and formulating sales & marketing performance. ● Responsible for reviewing and assessing daily reports, evaluating the final website design before it is submitted to the client. ● Responsible different business decision making and business development processes. ● Responsible for training in Sales & Marketing strategies, and Sales and Marketing operations. ● Responsible accounts set-up for all employees. ● Responsible for monitoring, checking and formulating sales & marketing performance. ● Responsible for client interaction and negotiations. ● Responsible for training in English Communications & Cross-Cultural Training, Time Management, Stress Management & Project Management, Virtual Assistant skills and services. ● Responsible for scheduling, adherence and attendance management. ● Responsible for creating Training Modules. ● Responsible for various administrative tasks. EXECUTIVE ASSISTANT General Company Operations C.W. Sparks Management September 2012 to November 2012 www.cwsparks.com ● ● ● ● ● ● ● ● Responsible for taking reservations from clients. Responsible for calls and answering inquiries from prospective clients. Responsible for updating property information in the company website. Manages Social Email Marketing & Social Media Marketing. Handles support and incident report tickets from clients. Responsible property management. Responsible different administrative tasks. Responsible for Email Management. HR ASSISTANT MANAGER / CLIENT RELATIONSHIP OFFICER Ideas Unlimited LLC. July 2012, to September 2012 www.ideasunlimitedonline.com ● ● ● ● ● ● ● ● ● ● ● Acts as a liaison between active clients, employees and management. Responsible in getting feedbacks from clients. Responsible for answering client and employee inquiries. Responsible in leading client interviews with their chosen employee. Responsible for getting updates from clients and employees on their active projects. Responsible for communicating and updating with prospective new clients. Responsible for setting appointments with clients for interviews and meetings. Manages and updates employee information sheets. Point of Contact for employees’ phone, email, and chat, cascading company updates to employees. Responsible for Employee Recruitment: job posting, screening, interviewing and hiring applicants. Monitoring employee attendance, performance, leaves, and employee incentives. OPERATIONS MANAGER General Company Operations Pine Mountain Tours Inc. Scout Barrio, Baguio City, Benguet Province, Philippines 2600 October 25, 2011 to June 30, 2013 ● ● ● ● ● ● ● ● ● ● ● ● Responsible for taking tour and package reservations from clients Responsible for making and sending quotations to clients Responsible for making company website and search engine optimization Handles Social Email Marketing & Social Media Marketing Handles travel, transportation, accommodation bookings for clients Responsible in making travel and tour itinerary Responsible in making business reports, presentations and spreadsheets Supervises the client’s travel and tour proper Web researching on regarding travel Responsible for Website design, development, and management Responsible for Email Management. Spearheaded company Marketing and Sales strategies. ASSISTANT TEAM LEAD Financial Vertical- SallieMae Education Loans AEGIS People Support Inc. SM Fiesta Strip, Harrison Road, Baguio City January 25, 2010 to December 20, 2011 ● Receives international inbound calls for U.S. Federal Loans, Private Loans and ● Delinquent Accounts, Repayment, Delinquency and Payoffs ● Provides service to customer needs: ● Account Status and Maintenance & Online Troubleshooting and Walkthroughs ● Billing and Service Disputes ● Payments, Payment Options and Processing ● Rates/Fees & Checks/Refunds ● General Loan Process and Information & Product Promotions and Cross-Selling ● Account Restructuring and Hardship Programs ● Generating and sending team and agent performance on a daily, weekly and monthly basis. ● Assists in reviewing and cascading quality and compliance recordings and reviews. ● Assists in giving feedback and coaching sessions to the team. ● Assists and monitors production’s service level and schedule adherence. ● Assists in completing a full production report on agent’s progression on CSAT scores. ● Provides and suggests incentive programs that can be applied to the production floor. ● Help, suggests and provides feedback on monthly business improvement reviews. ● Reviews and validates accounts tracked and cured by my colleagues ensuring quality, compliance and accuracy. ● Makes an extensive MS Excel report for the team that would show their progression in their performance. ● Helps in supervising the floor as needed and helps in doing floor support for agents in the nesting period. ● Manages the team in the absence of the immediate supervisor or as assigned by the manager. CUSTOMER CARE, SALES & FRAUD SPECIALIST II Financial Vertical- Customer Service & Sales, Fraud Department, Card Member Services CONVERGYS Philippines Services Corp. – CITIBANK N.A. Fraud Early Warning 4th Floor CVG 1 Building, 6796 Ayala Avenue corner Salcedo Street, Makati City August 3, 2006 to September 30, 2009 ● Receives International Inbound Calls from U.S. Card Members and other U.S. territories ● Receives international Point of Sale Calls from merchants ● Early Fraud detection on credit cards: Lost/Stolen/Fraud account closures, Phishing Prevention, Money Laundering detection, Identity theft detection and prevention ● Reviews account transactions thoroughly to prevent fraud ● Makes outbound calls to card members to verify account transactions if valid: Card activation and reactivation, Point of Sale Approval on purchases & Merchant Assistance ● Account Status and Maintenance, Service Disputes & Card products information, benefits and features. ● Assigned as a Cluster Leader and Team POC, which provides and maintains quality & compliance targets to the team. ● Responsible for monitoring agent performance and provides coaching and feedback to help improve and drive colleagues to increase performance. ● Responsible for cascading security information and updates on account procedures and policies to the team. ● Assigned to take escalations, floor support and to man the floor assigning agents tasks every hour as needed by the management and clients. ● Customer Service and Sales ● Provides assistance to customer needs: Account Status and General Account Information, Card Products Information ● Billing and Service Disputes, General Account Maintenance & Lost, Stolen and Fraud Closures ● Cash Advances/Checks, Balance Transfers, Payments & Rates/Fees CUSTOMER CARE PROFESSIONAL Financial Vertical- Home Finance, Mortgage Department SYKES Asia Inc. - JP Morgan Chase Home Finance 36th Floor Burgundy Tower, Makati City August 20, 2004 to January 3, 2005 ● Receives International inbound calls from the United States ● Provides assistance for customer needs: ● Provides general updated information loan documents & delinquent accounts ● Billing disputes and inquiries & Payment options and disputes ● Tax, Insurance and Escrow Information and disputes CUSTOMER CARE ASSOCIATE Telecommunications Account- Consumer General/Technical Support I /Inbound SalesOperations Department Teleperformance Inc. – SPRINT USA Octagon Center, San Miguel Avenue, Ortigas Business District, Pasig City May 31, 2004 to July 17, 2004 ● Receives International Inbound Calls in U.S., Canada and U.S. Territories ● Inbound Sales ● Billing Disputes & Payments, Mobile Selling Mobile phone features, services, phone upgrades and phone equipment orders and Troubleshooting and Programming Mobile Phones ● Handles calls with one call resolution ● Trained and knowledgeable about the project’s mission, vision and business activities EDUCATIONAL BACKGROUND:- Elementary Saint Claire School #26 Masbate St. West Avenue, Quezon City- Secondary AMA Science High School Maxima St. Villa Arca Subdivision, Project 8, Quezon City- Tertiary ABE International College of Business & Economics Bachelor of Science in Business Administration, Major in E-Marketing ABE Bldg. EDSA cor. Monumento, Caloocan City- Tertiary AMA Computer University Bachelor of Science in Business Administration, Major in Intl. Marketing Maxima St. Villa Arca Subdivision, Project 8, Quezon City SKILLS: ● Knowledgeable in Computer Programs, Microsoft Office Tools and Web-based Tools ● Proficient in verbal and written communication skills. ● Excellent in listening and interpersonal skills. ● Effective in Customer Care Handling & Business Project Management ● Experienced in different business activities ● Creative in visual arts for marketing, promotions and advertising. ● Trained in problem-solving skills, effective coaching, team management, floor support and team performance monitoring. ● Knowledgeable in Human Resources, Recruitment, Staffing and Various Administrative work ● Knowledgeable in SEO, Social Media Marketing, Social Email Marketing, Web Designing and Website Development ● Knowledgeable in Graphic Design, Shirt Designing & Printing, Fashion Designing and Interior Designing. ● Knowledgeable in Travel Reservations, transportation, hotel bookings, house rentals, tour planning. ● Knowledgeable in web development CMS systems, processes and quality assurance ● Project Management and Client Management ACHIEVEMENTS: 1997 Curriculum in Drug Abuse Resistance Education (DARE) 1997 1st Place in the 5th Speech Olympics in the Choreographed Speech Category 1998 Student Teacher in Science and Technology I 2000 Student Teacher in English III - Student Council, Public Relations Officer in English - Class President of Section 1 of College Freshmen - Recognized Honor Student, Top 3 in Class - Recognized Dean’s Lister, Overall Top 3 in Class - Mythical 6 in the Inter-ABE Sports fest - Marketing and Business Director of AMACU Artists’ Society 2004 Awarded, Best in Problem Solving Skills in Training (Teleperformance Inc.) - Appointed Artistic Director, AMACU Dance Troupe - Appointed as Head Choreographer for Jazz Dance, AMACU Dance Troupe - Appointed Vice President of AMACU Dance Troupe - 3rd Placer in the Dance Idol Inter-Collegiate Dance Competition, Jazz Category - Promoted in the Fraud Division Account (CONVERGYS) - Team Cluster Leader- Fraud Early Warning Department (CONVERGYS) 2010 Graduated as Batch Valedictorian in Client Specific Training (AEGIS PEOPLESUPPORT) 2010 Promoted as an Assistant Team Lead (AEGIS PEOPLESUPPORT) - Recognized as One of the Best Assistant Team Lead (AEGIS PEOPLESUPPORT) - Awarded as the Best Micro Team Handled for Batch 33B Nesting Period (AEGIS) - Appointed as an Assistant Team Lead for a new LOB-Collections Department (AEGIS) - Special Recognition for Top CSAT Scores on the 3 rd Quarter and Weekly Stats (AEGIS) 2014 Class Valedictorian for consistently attaining high scores on tests and exercises. (IHG) 2015 Awarded Highest Average Reservations Confirmation Rate for the First Quarter (IHG) 2015 Awarded a Certificate of Appreciation for the Team Cluster Sales for the year. (IHG) 2015 Awarded Top Sales for the Partners Offers (IHG) 2016 ABC360 Top 3 in Number of Completed Classes for month of September 2016 2017 Promoted as a Platinum Level Teacher (ETALK) 2018 Top 5 in highest number of classes in the Team (ETALK) 2018 Top 7 in the highest number of classes in the Operations. (ETALK)