Khem John E. Cortez

/7 Khem John Evardo Cortez Mobile:- Skype ID: live:.cid.2a1bd34092f1631e Email:- Personal Information Age: 27 Sex : Male Civil Status: Married Education 2012 Xavier University - Ateneo de Cagayan Bachelor's/College Level in Psychology | Philippines Xavier University High School - Ateneo de Cagayan (2010) Xavier University Grade School – Ateneo de Cagayan (2006)     Skills Advanced Supervisory Skills, Customer Handling Skills, Coaching Skills Technical Support, Teaching Skills, Customer Service. Sales, Computer Literate, Microsoft Office navigation. English Tutorial Appointment Setting Team Management Team Leader Skills Experienced Team Leader Experienced Teacher     April 2019 – June 2020CALL CENTER / BPO T-MOBILE US Industry BPO Specialization Customer Service / Technical Support Role CSR/TSR Position Level Operations Supporting US TELCO company for customer service and Technical Support April 2017 – January 2019Online English Tutor (1 year and 9 months) Envizion Philippines Inc. Industry ESL / Online English Tutorial Specialization Customer Service / English Tutorial Role Office Based Tutor Position Level Operations Was teaching English to Japanese students. Teaching basic grammar, vocabulary, pronunciation and etc. Taught different materials for different age groups. August 2014 – February 2017 (2 years and 6 months ) Supervisor 24/7 Customer Philippines Inc.   Industry Call Center / IT-Enabled Services / BPO   Specialization Customer Service   Role Supervisor/Team Lead   Position Level Supervisor / Team Leader / Floor-Walker Supervising a team of a technical account. Mainly doing supervisor duties. Taking sup calls. Handling a team. Targeting metrics such as Customer Satisfaction, First Call Resolution, Average Handling Time and sales. Doing admin tasks. Doing coaching sessions and training sessions with the team. Doing call listening to ensure agents follow correct process.     Jan 2014 - Jul 2014 (7 months ) Sep 2012 - Dec 2013 (1 year 3 months ) Technical Support Representative Convergys Philippines   Industry Center / IT-Enabled Services / BPO   Specialization Customer Service   Role Customer Service/ Technical Support Technical US account. Specializing in home networking. Deals with internet Connectivity and troubleshoots internet connectivity issues. Has monthly target of Customer Satisfaction. AHT. SALES. First Call Resolution, Transfers and Dispatch rate Technical Support Representative Concentrix Cdo   Industry Call Center / IT-Enabled Services / BPO   Specialization Customer Service   Role Operations Handled Linksys account and Roku Technical Support. Linksys account was a technical account specializing in networking. Mainly about routers/networking. Roku Support was both Customer Service and technical account. Wherein we help customer with billing issues and technical issues. Mar 2011 - Sep 2012 Office Staff / Front Desk (1 year 7 months)Xavier University Campus Ministries Office Industry: Education Specialization: Clerical/Administrative Support Role: Office Clerk/Front Desk Officer/Encoder Was assigned as office clerk of the Campus Ministries Office. Assistant to the Secretary and front desk officer. Keeps storage of files, data encoding and making all paperwork's needed for the office. Non-Formal Experiences: 2010 – 2013 Voluntary Teacher in Public School (Misamis Oriental General Comprehensive HS) - Handling Religion Class 2011 – 2013 Retreat and Recollection Facilitator Character Reference: - Omar Mitchelle Kintanar Tan Xavier University / College Professor - Diofel Dadofalsa Team-mate in 24x7 / VA assistant