Ken Heilzer Simborio

I started my career in Philippine Broadcasting Services (government-owned company) as an administrative aide. For 1 year, I was doing administrative tasks like logging in different kinds of transactions in the company such as incoming and outgoing, files all order documents and vouchers, encodes all types of contracts and assisting in the finance team in balancing and monitoring the finances of the company. 

Then I decided to pursue a BPO career and transferred to Taskus Inc and was an employee for 1 year and 9months. I was an email support representative for Uber, for UKI-rider support. After 6 months, I got promoted as a subject matter expert and was assigned to UKI-driver level 1 and level 2 support. Aside from handling escalated concerns, I was also assisting the team leader in managing the team. I have to take-over in the absence of the team leader. Provide assistance to the teammates by coaching, sending updates via email blast, side-barging and monitor their productivity and quality by doing a weekly audit to make sure they're also complying with Uber's policy. My BPO experience is not complete if I haven't tried taking or answering calls and handling concerns via phone since my role with Taskus Inc. was non-voice. 

I transferred to Telus International Philippines. For 2 years, I was assigned for their Canadian telco account where I received calls from technicians on-site regarding order-creation, order-provisioning, order-update, billing and managing the customer's account information. We also provide help with the installation of copper and bonded-services for phone, TV, and internet for large and small businesses. Optic-fiber related concern will be transfer to the fiber department via warm transfer to make sure that we got the information and the concern before transferring. Coordinate with the Assignment and Activations department to make sure that the services that were installed will work properly. Since I'm handling rush concerns from technicians, we need to coordinate with the Dispatch team, our on-shore support from Canada to ask for the due-date override and standard working time so that technicians will be paid accordingly for their job orders. Coordinate also with account managers that are handling large businesses to make sure that their contracts and services are updated and inclined. Lastly, we'll give a tech a callback to make sure that his concern regarding the job order is complete and good to go.

For more details of my employment history and skills, kindly check the attached resume. Hope to hear from you soon.