#71 Zircon St., City Heights
Subd., Bacolod City, Neg. Occ.
Landline:-
Mobile No: -
Email:-
Jose Eduardo A. Casiple
Objective
Experience
To have the opportunity for career advancement and develop my skills professionally
and personally.
Apr 2017 – Mar 2019 - EZ Contacts - Focus Inc Bacolod
Email Support Specialist
•
•
•
Provides customer care through emails and phones
Responds to email correspondences from account customers
Manage different queues to ensure satisfactory and on time resolution of
the clientele’s request
Jan 2017 – Mar 2017 - Startech, Geder, Lee - Focus Inc Bacolod
Reliever
•
•
Takes over when a Pro is not present on a schedule shift
Perform admin tasks
Aug 2016 – Dec 2017 – Ameritel - Focus Inc Bacolod
Account Specialist
•
•
•
•
•
•
•
Do outbound calls to different leads to sign up to the program
Review documents submitted for client’s application
Process applications
Do follow up calls more missing documents
Assist dealers in downloading and installing digital certificate
Do basic training with dealers
Answer inbound calls
Jan 2011 – Apr 2015 - Appen
Consultant and Auditor
▪
▪
▪
▪
Worked from home.
Evaluate websites using the metrics the client gave.
Ensure the quality of work of other evaluators through reports and trainings.
Create training materials.
May 2009 – February 2010 - AT&T - Teleperformance, Bacolod
Technical Support Representative
•
Provides technical support for DSL connection
Jan 2008 – Dec 2008 - Ryder IT Servicedesk - Hinduja Global Solutions
Team Leader
▪ Ensures that the team and staff meet the account’s productivity standards
▪ Responsible for monitoring call center and agent on-line ACD data, so that floor
operations meet the standards set (KPIs) in hourly intervals for the shift
▪ Monitors all areas of performance metrics and helps the program manager ensure
client service levels are met or exceeded
▪ Works with program manager to develop better ways to improve the system, service,
quality and processes
▪ Coaches team members that all standards are met
▪ Works with team members to resolve grievances
▪ Takes charge of discipline management of team members in compliance with
company policy by carrying out necessary corrective measures and disciplinary
actions targeted to uphold and meet the program’s performance standards and the
company’s key objectives
▪ Performs people development activities geared towards the further improvement and
growth of my team
▪ Coordinates with all parties concerned when systems are not working effectively
▪ Prepares composite reports from individual reports of subordinates
▪ Handles supervisory calls
June 2006 – Dec 2007 - Ryder IT Servicedesk - Hinduja Global Solutions
Technical Helpdesk Analyst
▪ Provides over-all technical support for a given account based in the US
▪ Responds to phone queries, email correspondences, voicemail messages from
account clients and writing step-by-step technical assistance to the clientele base
▪ Manage different Ryder queues to ensure satisfactory and on time resolution of the
clientele’s request
June 2004 – May 2006 - Prudential Helpdesk - Hinduja Global Solutions
Technical Helpdesk Analyst
▪ Provides over-all technical support for a given account based in the US
▪ Responds to phone queries, email correspondences, voicemail messages from
account clients and writing step-by-step technical assistance to the clientele base
▪ Responsible for scheduling break hours of people during weekend shifts.
▪ Trained to provide expert and precise customer service to clients of the account
Dec 2003 – May 2004 - E-Medical Files, Inc. - Hinduja Global Solutions
Technical Helpdesk Analyst
▪ Underwent extensive training to teach medical staff in using the software and
hardware devices for medical transactions
▪ Assists patient and other account clientele in proper use of the product
▪ Trained for Level 2 technical support, debugging the software and coordinating with
the vendor and account clientele in replacing defective devices
Education
1998 – 2003 - University of St. La Salle – Bacolod City
▪ B.S. Computer Science
▪ Lead Programmer, Thesis Project (Enrollment System)
1995 – 1997 - University of the Philippines - Diliman
▪ B.S. Computer Engineering
▪ Vice-Chairperson for External Affairs, UP Katilingban
▪ Head of Promote UP Tour Project (Visayas)
