Lyndon Gabato

Lyndon Tidlos Gabato BPO Operations Manager Personal Summary AREAS OF EXPERTISE Query Resolution Customer Service Has twelve years of experience in the call center industry. A highly motivated, confident individual with multi-tasking capabilities and able to work in a target driven, busy call center environment. Hardworking with excellent attendance and punctuality records who can work equally well alone or as part of a team. Can communicate effectively with people from diverse backgrounds and would be an asset to any employer who respects loyalty and responsibility. Handling Complaints Foundation Skills Training Work Experiences Sutherland Global Services - Duties  Frontline employee.  Answered customers’ questions or queries.  Analyzed and solved customers’ problems.  Escalated Calls to Tier 2 if necessary. PERSONAL SKILLS Good Telephone Manner and Skills Good Communication Skills Good Listening Skills Confident Tier 1 Customer Service Representative Financial Account (June – November 2009) - Tier 2 Consultant Financial Account (November 2009 – May 2012) Duties  Handled escalated calls.  Analyzed and solved customers’ problems.  Checked customers’ identity through a third party database.  Manually approved customers’ accounts  Handled dispute calls.  Placed outbound calls to merchants to verify valid and invalid transactions. Page 1 of 3 Siblings International Business Solutions - Customer Service Representative I Telecom Account (August 2012 – October 2013) Duties  Frontline employee.  Answered customers’ questions or queries.  Analyzed and solved customers’ problems.  Troubleshooted phones that cannot send/receive sms, cannot place/receive phone calls, cannot access the internet, and cannot send/receive mms.  Processed customers’ orders and payments.  Processed refunds. - Duties  Led a team.  Monitored and graded calls.  Conducted huddles and coaching to ensure quality service.  Regularly attended calibration meetings.  Constantly communicated with clients.  Attended management meetings. PERSONAL DETAILS Lyndon Tidlos Gabato Purok Mabuhay, Binuangan, Maco, 8806, Compostela Valley Province Mobile Number:- Email Address: - DOB: 05/13/1981 Nationality: Filipino Customer Service Representative II Telecom Account (August 2012 – October 2013) - Operations Manager and Trainer (April 2014 – Present) Duties  Handled two telecom accounts.  Handled two sales accounts.  Handled a hotel reservation account.  Handled Product and Foundation skills trainings.  Constantly communicated with the team leaders and POCs to ensure quality service from the agents.  Regularly communicated with the clients to ensure business continuity.  Attended management meetings.  Handled first batch of JobStart Training from July 25 – October 11, 2016.  Handled ESL account  Currently handling dental care account focusing on collections. Page 2 of 3 Awards and Achievements 2010 - Top Performing Tier II Consultant Sutherland Global Services - Excellent Attendance Record Sutherland Global Services 2011 - Outstanding QA Performance (97.22%) Sutherland Global Services - Top 3 AHT hitter (3.85) Sutherland Global Services - Excellent Attendance Record Sutherland Global Services - Employee of the Month (November) Sutherland Global Services 2015 - Outstanding Project Manager Siblings International Business Solutions Academic Background 1988 - Maco Central Elementary School 1994 - Letran de Davao of Maco 1999 - Saint Mary’s College of Tagum Bachelor of Secondary Education - English 2000 - AMA Computer Learning Center Computer System Design and Programming 2005 – UM Tagum College Bachelor of Secondary Education - English Page 3 of 3