Juan Ignacio Bengoechea Llanderal

JUAN IGNACIO BENGOECHEA LLANDERAL #71 Rovira St. Bantayan 6200 Dumaguete City Phone - ; - ;  - Email:-,-Skype: jibllanderal   OBJECTIVE: Seeking long – term employment and growth with the company.       PROFILE Computer Literacy Languages/Dialects spoken:English,Tagalog,Cebuano Martial Arts       SUMMARY OF QUALIFICATIONS: -Underwent various supervisory and leadership training -Completed various job related and supervisory courses (online through Teletech University) -Top in sales for the team (when I was a CSR)       PERSONAL TRAITS AND ATTITUDE: -Flexible -Excellent cross-cultural communication skills -Passion for continuous learning and personal growth -Highly motivated and driven, with strong desire to excel       KEY ACCOMPLISHMENTS: -Leadership training (SPi CRM formerly ePLDT Ventus) -In Charge of up training new CSR's in tool navigation, product specifics, and policies for the client during their nesting period. EXPERIENCES Freelance Worker (various online jobs sites) July 2010 – August2015 -outbound / inbound calls -Backlink removal/SEO Clean-up -Data entry operator -Research Specialist -Email Handling -PA/VA -Email/Chat support -Admin Tasks -Medical Billing -Claims Processing -Transcription -Social Media Management -Wordpress -OAXRay Quality Assurance Supervisor May 19, 2014 – November 22, 2014 SPi Content -Sends EOD and weekly reports to suppliers -Ensures that daily quota is met -Oversee deliverables and manage team relationships effectively to ensure exceptional performance -Ensures that QA staff properly monitor rejections from customers & distribute reports with detailed information to all necessary parties within the organization  -Ensuring inspections are properly completed -Identify quality problems and recommend solutions. -Investigate or report questionable test results. -Evaluate analytical methods and procedures to determine how they might be improved. -Write or revise standard quality control operating procedures. -Investigate or report questionable test results. -Coaching, mentoring and training -Screening, interviewing and hiring new employees  -Training new hires Team Leader/ Supervisor (September 21, 2009 – July 31, 2013) SPi CRM (formerly ePLDT Ventus )   -identify the goals of the team -evaluate the ability of my team towards meeting the goal. -encourage the team to work together to meet the goal. -identify the tasks necessary to meet the goals. -takes supervisory and managerial calls -campaign POC (shifting), in-charge of manning the productions overall performance, monitor the campaigns stats, service level, AHT, attendance, etc. -Sends hourly/interval/EOD(end of day) reports to upper management and the clients. -weekly coaching and mentoring    Escalations Desk/ Supervisor (June 2007 – September 2009) Teletech Dumaguete   -handled calls escalated by frontline associates mostly for customers requesting to speak to a supervisor or supervisor assistance. -assisted team leaders and the training team w/ frontline associates inquiries regarding tool navigation and product specifics.   Customer Service Representative (August 2006 – May 2007) Teletech Dumaguete   -handled customer service calls for cable and internet account. -conducts training to new tier 1 agents about tool navigation and product specifics. -facilitates agents by doing floor support when the need arises.   Sales Associate              In charge of  buying and selling scrap materials.   Assistant Instructor AIDA Taekwondo Gym               Teaching students discipline and the tenets of taekwondo.   Member/Court Official Organizing Committee Visayas Taekwondo Championships Member of the planning/budget committee of the tournament and in-charge of  facilitating the competitors in their respective events.       AWARDS RECEIVED -Reliability Awardee -Top Agent -Top Team Leader EDUCATION 2002 – 2004             AMA Computer Learning Center 1994 – 2001             Silliman   University             Bachelor of Science in Psychology (Undergraduate) 1985 – 1994             Dumaguete Cathedral College 1978 – 1985              St. Paul College of Dumaguete         MEMBERSHIPS Philippine Taekwondo Association World Taekwondo Association Asian Institute Of Discipline and Arts