Martin Erwin Hinlo

MARTIN ERWIN RAUTO HINLO Block 9 Lot 11 Apitong St. Phase 4 Soldiers Hills 4 Molino 6 Bacoor City, Cavite 4102- Objectives: To seek a position that will fit to contribute my knowledge and skills to the company. Work Experience: December 16, 2019 to PRESENT – Wells Fargo International Solutions LLC - Philippines Wells Fargo Center 1180 Wells Fargo Drive McKinley Hills Cyberpark, Fort Bonifacio, Taguig, Metro Manila 1634 ⮚ Customer Success Specialist ● Handled incoming calls from customers answering and resolving issues on personal savings, checking, and lines of credit accounts. ● Provided confidential information to the caller only after properly authenticating the caller in accordance to set policy and procedures. ● Solved complex problems with multiple software programs simultaneously in a timely manner ● Handled escalated issues very well and worked to diffuse situations to ensure customer satisfaction. ● Demonstrated appropriate and professional phone skills, exhibited composure and patience at all times. ● Remain compliant and up to date on both Federal and Wells Fargo’s policies and regulations. ● Maintained a 96% schedule adherence. ● Maintained an average call handling time of 4 minutes ● Handled up to 75 to 85 inbound calls a day from customers regarding questions about their accounts. ● Up-to-date on all mandatory training and compliance including banking rules and regulations ● Introduced customers to personal bankers and other departments about products and services. ● Act as a first contact point for Wells Fargo customers and ensure customers feel understood and valued during each interaction. February 1, 2019 to December 13,2019 - Concentrix CVG Philippines Inc. GF to 3F Plaza A Building Northgate Cyberzone Filinvest Corporate City Alabang, Muntinlupa 1781 ➢ Advisor I, Technical Support ● Assists Consumers/Signature Customers Technical issues with their iOS or Android devices both Domestic and Int’l services ● Handles Domestic and International Customer Service Concerns and Billing concerns ● Handling new and replacement Activations ● Processing Warranty claims and Insurance ● Knowledge for Voice, Text and Multimedia messages, Internet connections on Cell phones, signal boosters, and Pocket Wi-Fi and Tablets ● Managed 28 tools as needed per request depending on the situation. October 19, 2016 to August 11, 2018 – Convergys Philippines Inc. 6F to 9F IHub Building Northgate Cyberzone Filinvest Corporate City Alabang, Muntinlupa 1770 ⮚ Sales Associate Tier II ● Assists front liner agents as Virtual SME for faster resolutions. ● Handles Correspondence letters from customers and personally contacting them. ● Handles National Offers and discussing Promotions and Reward cards offers ● Handled 28 Tools assigned for every Queue needed ● Full knowledge of every promo DTV has to offer and the requirements. ● Sibel Communications and RC1 trained. ● Deals with Invalid escalations and handles with a complete solution. ● Ticket based assigned leads can manage up to 60 a day. ● Handling inbound calls for every time we provide our line. ● A little knowledge handling bankruptcy and collections. ● Financial management by tracking bank accounts if the payment has been posted on the account. ● Worked macro excel to track and trace accounts for Financial Operations ⮚ Technical Support Associate Tier II ● Full knowledge for camera technical issues and its solutions for the HERO 2 to 5 family. ● Answers Inbound calls for tech and sales calls use Five9 software and Confluence. ● Trained for Chats and Email channels to provide technical solutions. ● Handles Return merchandise and is familiar with FedEx. ● Handled Hardware or Software issues. Educational Attainment: Undergraduate Studies: Bachelor of Science in Computer Science Pamantasan ng Lungsod ng Muntinlupa University Road, NBP Reservation, Brgy. Poblacion, Muntinlupa City 2014 to 2019 Secondary Education: Bacoor National High School – Gawaran Annex San Lorenzo Ruiz, Brgy. Gawaran, Molino VI, Bacoor City, Cavite- Internship: July 18, 2016 to September 6, 2016 – SPi Global SPi Bldg. Pascor Drive, Sto. Niño, Parañaque City 1700 Human Resources/Organization and Effectiveness ● Maintained and organized all of the files of each account ● Sorted all per group ● Secured all of the personnel information Seminars Attended: March 25, 2015: “Today’s Challenge for BS Information Technology & Computer Science: A New Interpretation” at Pamantasan ng Lungsod ng Muntinlupa University Road, NBP Reservation, Brgy. Poblacion, Muntinlupa City July 27, 2012: “What’s in the cloud Microsoft PH Introducing My SQL/PHP with Edison Go Tan” at Cavite State University Bacoor Campus Phase II, Soldiers Hills IV Molino IV, Bacoor City Skills: ● ● ● ● ● ● ● Experienced with the following programming languages: ✔ HTML, PHP, MySQL ✔ Java, JavaScript ✔ VB.net ✔ C++ Effective Communicator Possess good public relation skills Proficient in various Microsoft Office applications Experienced in Hardware and Software issues Able to work on a pressured environment Able to manage multiple tasks Personal Background: Birthdate: October 23, 1996 Birthplace: Parañaque City Nationality: Filipino Gender: Male Civil Status: Single Religion: Catholic Languages: English, Tagalog References are available upon request. “All Information stated are true and correct”