Joseph Wilfrido

JOSEPH WILFRIDO R. GUEVARA Address: Blk 55 Lot 33 Misa de Gallo St. Lagro Subdivision, Fairview, Novaliches Quezon City 1118 Mobile Phone: - Email:- Education: Highest Education: Bachelor's Degree Field of Study: Bachelor of Science in Business Administration Major: Management Institute: De La Salle University Located In: Taft Ave. Manila, Philippines Graduated: April 1993 Other Schools Attended: Elementary: Ateneo De Manila - Prep to Gr. 3 La Salle GreenHills - Gr. 4 to Gr. 7 (Graduated 1985) High School: La Salle GreenHills - Graduated 1989 Employment History: Teletech Inc. Position Title: QA(2008 to 2010); Team Lead(2011 to 2016) Work Description: As a team leader, I am responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognising and rewarding, coaching, counselling, training, and problem solving. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training, and scheduling and also rewards/recognition programs. ➢ Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. ➢ Provides statistical and performance feedback and coaching on a regular basis to each team member. ➢ Writes and administers performance reviews for skill improvement. ➢ Assists the manager with daily operation of the call centre to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs. ➢ Works as a member/leader of special or ongoing projects that are important to area/process improvement. ➢ Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively. ➢ Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. ➢ Uses appropriate judgment in upward communication regarding department or employee concerns. PeopleSupport Inc. Position Title: Team Lead/Team Manager ( 4mos.) Date Joined: April 2005 Date Left: November 2007 Work Description: I am responsible for the daily running and management of the centre through the effective use of resources. My responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. I also ensure that calls and emails are answered by staff within agreed time scales and in an appropriate manner. ➢ Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations; ➢ setting and meeting performance targets for speed, efficiency, sales and quality; ➢ ensuring all relevant communications, records and data are updated and recorded; ➢ advising clients on products and services available; ➢ liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues; ➢ maintaining up-to-date knowledge of industry developments and involvement in networks; ➢ monitoring random calls to improve quality, minimize errors and track operative performance; ➢ coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff; ➢ reviewing the performance of staff, identifying training needs and planning training sessions; ➢ recording statistics, user rates and the performance levels of the centre and preparing reports; ➢ handling the most complex customer complaints or enquiries; ➢ organising staffing, including shift patterns and the number of staff required to meet demand; ➢ coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; ➢ Forecasting and analysing data against budget figures on a weekly and/or monthly basis. Company Name: E-Telecare Position Title: Agent/TOIC/Team Lead Date Joined: February 2000 Date Left: December 2004 Work Description: Provide Team Leadership and Coaching. Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Provide the team with a vision of the project objectives. Motivate and inspire team members. Lead by setting a good example (role model) – behaviour consistent with words. Coach and help develop team members; the skills of each individual CSR. Additional Work Experiences: OGDEN AVIATION San Francisco International Airport (SFO) South City, San Francisco, CA, USA ➢ Ramp Agent/Bagwell Coordinator August 1995 – July 1999 ❖ Baggage handling with airlines: JAL, PAL, AEROFLOT, EVA AIRWAYS, LUFTHANSA, KLM, ASIANA, KOREA, and ALASKA ❖ Lead coordinator after 8 months ❖ Supervised over 40 crew ❖ Worked under pressured time of ETA to ETD ❖ Operated heavy equipment: tugs, trucks, forklift, belt loader, FMC's 1 & 2 INTERNATIONAL TOTAL SERVICES (ITS) San Francisco International Airport (SFO) South City, San Francisco, CA, USA ➢ Security Officer January 1994 - September 1995 ❖ Was trained and tested by the Federal Aviation and Aeronautics (FAA) on operating X-Ray Machines and scanners for inspection and to ensure passengers' safety CLASSIC BOWLING CENTER Daly City, California, USA 94015 November 1993 • • ➢ Front Desk Personnel Customer Service Frontline McDonald’s Araneta Cubao Branch Management Trainee/Crew From 1990 to 1992 References: Upon Request