Michael Calma

MICHAEL RYAN MAGAT CALMA EMPLOYMENT HISTORY Bachelor of Science in Accountancy Holy Angel University 1993 – 1997 CIVIL SERVICE CAREER EXAMINATION RATINGS Professional – 91.08% SKILLS Team management and administrative skills; Proficiency in Microsoft Outlook Express, MS Word, MS Excel and Microsoft Internet Explorer, Reformatting and installing Windows operating software. Sales Logic. Zopim, Sales Force, Oracle, Google docs. Amazon Listing, Flatfile of Amazon, Amazon Seller Central, Variation Listing for Amazon, Ebay Listing. Thrive on working in a challenging environment. I have excellent written, oral and interpersonal communication skills; highly organized, dedicated and with a positive attitude. I am able to handle multiple assignments under high pressure and consistently meet tight deadlines. BORN: 23 April 1976 AFFILIATION: Christian VIRTUAL ASSISTANT - Product Listing and Image Editing Amazon Listing and Ebay Listing PJ Motorcycles VIRTUAL ASSISTANT-Product Listing Amazon Listing and Ebay Listing Solutions 4 Ecommerce VIRTUAL ASSISTANT- Product Sourcing Trust 1 Value USA VIRTUAL ASSISTANT AFC Industries January 2013 to August 2015 www.afcindustries.com SUPPORT ADVOCATE Shipwire August 2013 to July, 2014 www.shipwire.com LEAD GENERATION SPECIALIST Emicron Solutions www.emicronsolutions.com TEAM MANAGER Florist’s Transworld Delivery August 2010 to June 2012 www.ftd.com Sutherland Global Services Clark Special Economic Zone, Pampanga, Philippines SUBJECT MATTER EXPERT McAfee – Comcast Technical Support Voice & Chat Support June 2007 to July 2010 Sutherland Global Services Clark Special Economic Zone, Pampanga, Philippines ASSISTANT VICE PRESIDENT Shared Services Department February 2007 to April 2007 IntelliRisk Management Corporation Clark Special Economic Zone, Pampanga, Philippines SENIOR CONSULTANT Technical Department – Chat Support October 1999 to January 2007 America Online Member Services Philippines Clark Special Economic Zone, Pampanga, Philippines BOOKKEEPER Treasury Department October 1997 to July 1999 Manila Banker’s Life Insurance – Makati DATA ENCODER LifeGiver Multi-Purpose Coop. Incorporated January 1997 to April 1997 EDUCATION Tertiary: Holy Angel University – Angeles City (Graduated 1997 - BS in Accountancy) Angeles University Foundation - Angeles City (1992 – 1993) Secondary: C.E.M.I. Learning Center – Angeles City (1989 - 1992) Academic Excellence Consistent Honor Student Intermediate: C.E.M.I. Learning Center – Angeles City -) Academic Excellence Consistent Honor Student Primary: Angeles University Foundation – Angeles City Preparatory / Grades 1 - 4 -) POSITION FUNCTIONS Freelance Projects : Product Sourcing – Trust 1 Value USA Responsible for sourcing Products from Amazon and compare them to other source like Walmart, Target and etc. Product Listing – Solutions for Ecommerce Responsible for filling out the standard Flatfile of Amazon Listing and Variation Listing for Solutions for Ecommerce clients Responsible for filling out the standard file for Ebay listing of Solutions for Ecommerce clients. Product Listing and Image Editing - PJ Motorcycles Responsible for posting products in Amazon and Ebay. I do basic image editing as well. AFC INDUSTRIES Virtual Assistant   SHIPWIRE Responsible for managing duplicate accounts, closed lost accounts and removing of old accounts Sending email reminders for missed opportunities and overdue activities to the Sales agents of the company. Support Advocate    Corresponding to inquiries of clients and customers of the company regarding their shipments and orders. Forwarding to the appropriate department tickets and job orders of clients and customers of the company Managing and clearing Salesforce of spam emails and duplicate tickets EMICRON SOLUTIONS Lead Generation Specialist    Searching for phone numbers, contacts, email address of Cellphone repair shops and accessories. Responsible for sending email to market and promote Emicron products. Corresponding to emails sent and inquiries of potential customers SUTHERLAND GLOBAL SERVICES - PHILIPPINES Team Manager - FTD                  Look on adherence to company and account policies and house rules. Ensure that agents have the knowledge, skills and equipment required to carry out their functions effectively and efficiently. Make sure that important information is disseminated to the support team by conducting team meetings. Make sure that agents’ schedules are adhered to. Scheduling of agent days-off and shift coverage. Participate in the recruitment of staff to the team. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws Plan, assign and direct work to the team/employees in cooperation with the supervisor. Responsible for ensuring that the group achieves the Service Level Agreements via communication of requirements and regular feedback on performance. Verify customer’s problem and validates support team’s escalations prior to actual escalation Oversee and track downtime on all tools required to perform support Perform quality monitoring, remote and side by side, of agents and feedback findings (strengths, areas of improvement). Provide weekly coaching to all agents discussing goals and performance from the previous week Participate in quality calibration sessions (with local and US teams) Make sure that action plans are effectively carried out for performance improvement. Monitor customer-handling skills of customer service representatives and recommends additional training when needed. Contribute to other projects if requested. Subject Matter Expert - McAfee     Provides second level of support for Tier 1 agents by phone Take escalation when customer wants to talk to second level of support Managing and providing technical assistance to team mates in the absence of a team leader Assists Team Leaders with monitoring and evaluating the performance of agents INTELLIRISK MANAGEMENT CORPORATION Assistant Vice President (Shared Services Department)  Manager for Shared Services Department  Supervising, monitoring and evaluating the performance of the team  Responsible for the quality of the daily, monthly and quarterly financial reports  Managing the operation of Shared Services Department particularly the Check and Services Department AMERICA ONLINE MEMBER SERVICES PHILIPPINES Senior Consultant (Technical Department)  Provide second level of support for Tier 1 thru Chat and E-mail  Take escalation when customer wants to chat with second level of support  Assists Supervisors with monitoring and evaluating the performance of agents MANILA BANKER’S LIFE INSURANCE – Makati Bookkeeper (Treasury Department)  Accounting Personnel responsible for the preparation of Daily, Weekly and Monthly Financial reports of the Treasury Department LIFEGIVER MULTI-PURPOSE COOP. INC. Data Encoder  Ensure that all records are updated in our database