John Paul Geraldez

John Paul Geraldez- Skills Summary • Good communication skills • Organizational skills • Customer Service • Sales • Quality focus • Market knowledge • Multitask • Attention to details • Problem-solving • Ability to work under pressure • Ability to work with less supervision and integrity • Familiar with U.S Healthcare System Tools Google Suite (Google Doc, Google Sheet, Google Presentation, hangouts), MS Office, Slack, Max dialer, CRM, BrightTree, Resmed Monitoring Portal, Encore Monitoring tool, Freshdesk Ticket Platform, Amazon Workspace, Zendesk, etc. Relevant Work Experience Customer Support Representative: FameUp[Remote Work] (June 07, 2022 – April 30, 2023) • Manage amounts of incoming calls • Respond to customer inquiries • Tracking customer functional requirements • Build a trust relationship for customer account loyalty and engage customers • Handle customer complaints and provide appropriate solutions • Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, following up to ensure resolution • Process orders, forms, applications and requests • Attracts potential customers by answering product and service questions and suggesting information about other products and services. • Generate sales leads • Manage customers' accounts • Maintain customer databases by updating account information • Set up new customer accounts by recording account information • Keep records of customer interactions and transactions Process Trainer (Training and Quality Development): OfficePartners360 (October 11, 2021 – March 28, 2022) • Responsible for conducting Process Training to new hires and refresher training to tenured agents. • Responsible for creating a Training Curriculum for the newly acquired business. • Conducted New Hire Orientation. • Training needs analysis. • Generated and maintained regular reports to the Management and the Client. • Worked closely with the client both for Training and Quality tasks. Sales Representative (Outbound) Icon7 Marketing Services (March 2021 – September 2021) • Made outbound calls to authors and offered marketing services for their books. • Generated leads for the company using different resources online. Sales Representative (Outbound) HadGin Market Research Services: (October 1, 2020 – December, 2020) • offered marketing services to clients. • Generated leads for the company using different resources online. HR Training (Pre-Process Trainer): EXL Services Philippines (December 16, 2019 – September 25, 2020) • Responsible for conducting pre-process and process training for new hires and evaluate their performance based on their competencies. • Delivered and facilitated Pre-Process and Process Training • Took up new hire Training batches • Maintained attrition and throughput as per process guidelines • Coached and counseled wherever needed • Documented Training reports and trackers • Conducted Pre & Post assessment to identify any red flags (if any) • Provided feedback to specific areas of opportunity • Provided Training Needs Analysis • Coached associates on DSAT with a clear understanding of process requirement • Generated and maintained regular reports • Understood process requirement • Conducted regular audits to check training effectiveness • Conducted Recursive Training based on the Training Need Identification/Analysis received from Operations/Quality • Helped in creating training modules/curriculum Compliance Specialist: Iploy Staffing Solutions (May 14, 2019 – September 27, 2019) • Outbound calls to patients to ensure that they are compliant in using the DME we provided to meet insurance guidelines. • Follow-up calls to address technical issues with the patient’s DME. • Handled incoming calls and address patient concerns including explaining their insurance policies and coverage. • Admin tasks such as sending compliance reports to provider offices. • Follow-up calls to provider offices to request chart notes. Convergys Philippines (November 28, 2016 – March 30, 2017) • Technical Support Representative • Helped customers identify and resolve problems with products by phone, through email, or chat. • Escalated complex problems to the appropriate staff member or department • • Guided customers through the installation of their cable, internet, and phone. TechMahindra vCustomer Cebu (September 2013 – November 14, 2016) • Process Trainer • Responsible for conducting process training for new hires and evaluate their performance based on their competencies. • Refresher training • Responsible for creating monthly product knowledge tests for the agents and leadership team. • Training reports and trackers • Generated and maintained regular reports • Quality Analyst • Audited calls • Weekly reports • Attended weekly call calibration with the client • Coaching • Customer Service Educational Background Asian College of Technology | 2010 – 2012 Associate in Computer technology