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Lester Lloyd Ruiz
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Customer Support Head
Las Piñas City
linkedin.com/in/lesterlloydruiz
A rockstar in Customer Support. Took a bigger role as a Team Lead. Currently serving as the Head, focused on managing processes and operations.
WORK EXPERIENCE
SKILLS
Customer Support Head
eScience Corporation
MySQL
04/2018 – Present
Muntinlupa City
Increased team's productivity by automating monitoring tasks
via TOAD and Cron/BASH
Standardized support escalation process flow
MSSQL
Cron/BASH
Batch Files
HTML/CSS
Apache Tomcat
Freshdesk
Implemented chat as a support platform
PostgreSQL
TOAD Automation
C/C++
Linux
MS Office
JIRA
Freshchat
Managed workforce allocation and movement
Performed team coaching, mentoring, and KPI monitoring
EDUCATION
Customer Support Team Lead
eScience Corporation
05/2017 – 03/2018
Muntinlupa City
Introduced the use of Support Portal
Bachelor of Science in Computer Engineering
STI College Santa Rosa
06/2003 – 03/2008
Scholar
Dean's Lister
Graduated with Academic Distinction
Documented team SOPs, manuals, and guidelines
Created objective metrics for employee appraisal
Monitored calls and e-mails for quality checking
Handled escalated concerns
ACHIEVEMENTS
Application Support Engineer II
eScience Corporation
2x Spot Awardee
06/2013 – 04/2017
Muntinlupa City
Provided product support via e-mail, phone calls, and messaging
Automated reports via TOAD, Cron/BASH, and Batch Files
Performed data checking and updates
R&D Engineer
Smart Electronics Mfg. Service Philippines, Inc.
05/2010 – 06/2013
(formerly Samsung Electronics)
Calamba City, Laguna
Received a "Spot Award" in 2017 for providing quality support services.
Received another "Spot Award" in 2018 for reducing monitoring time of system
health check.
2x Employee of the Month
Received the award in 2009 in my first job as a CSR for maintaining 100%
accuracy and exceptional processing time. Received another award in 2013 in
my second job as an R&D Engineer for spearheading a project that sped-up
product development.
CONFERENCES & COURSES
Released firmware for production use
Customer Service Course 101 (04/2016)
Handled fixing of market issues pertaining to firmware
eScience Corporation, Muntinlupa City
Deployed program modules used for product development
Customer Service Course 102 (04/2017)
eScience Corporation, Muntinlupa City
Non-Voice Customer Service Representative
kgb_Philippines
09/2008 – 04/2010
3rd Freshdesk Conclave (06/2017)
St. Giles Hotel, Makati
Santa Rosa City, Laguna
Provided accurate and witty responses to incoming text
messages from UK, Ireland, Canada, and USA
Regularly asked to floorwalk and assist fellow CSRs
experiencing difficulties in handling concerns
AWSome Day Online Conference (10/2017)
Amazon (Online Conference)
Managing Priorities & Increasing Effectiveness (08/2018)
Ariva Academy, AIM Conference Center, Makati
