KIM BIHAY CAMPUSO
Block 223, Lot 3, Azalea St.,
Brgy. Pembo, Makati City, Philippines
Mobile Number:-
E-mail Address:-
Personal Data
Birth Date:October 3, 1990
Birth Place:Sogod, Southern Leyte
Age:26 years old
Gender:Male
Civil Status:Single
Nationality:Filipino
Religion:Roman Catholic
Height:5’ 5”
Weight:68 kgs
Educational Attainment
Tertiary
Southern Leyte State University
Sogod, Southern Leyte
Bachelor of Science in Information Technology
Year graduated: 2013
Secondary
Southern Leyte State University
Sogod, Southern Leyte
Year graduated: 2007
Primary
Sogod Central Elementary School
Sogod, Southern Leyte
Year graduated: 2003
CAREER OBJECTIVE
A position that utilizes my education and experience which provides opportunity for advancement on various work areas particularly on the field of technical support for ISP, as well as to become involved in the organization’s growth and development.
Work Experience
Position:Network Engineer – Globe Technical Support Center
Company:TeleTech Customer Care Management Philippines, Inc. – Pioneer Site
October 8, 2014 – February 15, 2016
Highlights:
Top agent during product specification training by Operations Manager Rustico Abuzman
Passed the ISS qualification exams:
90% QA (Mock call)
97% Technical Exam
Became a Subject Matter Expert after passing the qualification exams
Google Apps 101
Awards:
Outstanding performer in QA for the month of June 2015 by TL Kathy Pagtakhan
Best Subject Matter Expert given on May 2015
Service Excellence Awardee for 1st quarter of 2015 by Globe (Top 3)
Service Excellence Awardee for 2nd quarter of 2015 by Globe (Top 1)
Service Excellence Awardee for 3rd quarter of 2015 by Globe (Top 1)
Technical Support Professional of the Year (2015) by Globe
Responsibilities:
Answers customer’s technical concerns related to Wireless VPN, Wireline (voice/data) and value added services such as TxtConnect and G-Suite (Google Apps for work).
Provides Level 1 troubleshooting and end to end coordination with customers and support groups and escalates when necessary.
Act as a Team Lead when supervisors are not around such as doing floor support, phone queue and dashboard management, daily reports, receives supervisor calls.
As an SME, I handle escalated concern for Globe's top accounts (Corporate Clients) and ensure updates are being communicated in real-time to client/support groups.
Position:Team Lead – Globe Technical Support Center
Company:TeleTech Customer Care Management Philippines, Inc. – Pioneer Site
February 16, 2016 – May 31, 2017
Awards:
Top Team Lead for October 2016, March and April 2017
Most Outstanding Employee – Team Lead (July-December 2016)
Responsibilities:
Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
Provides statistical and performance feedback and coaching on a regular basis to each team member.
Conduct regular review of all call center agents performance and organize training sessions for under performers
Submit regular reports to management and seek new ideas and strategies to improve performance at the center
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
On-The-Job Training
Completed 600 hours of On-the-Job Training at EMCOR Inc., Robinsons, Tacloban City.
June 2012 – October 2012
Responsibilities:
Sales agent
After-sales support – Basic troubleshooting/repair
Installation of computer programs (MS Office, Anti-virus, Browsers, etc.)
Special Skills:
VB.net Programming with MS SQL Server and Crystal Reporting
Photo Editing (Adobe Photoshop)
Video Editing (Sony Vegas Pro)
Desktop & laptop reformat
Basic in Microsoft Office
