Patrick Robin Alcantara

 PATRICK ROBIN ALCANTARA Objective: A dedicated, self-oriented and trusted individual who has been working with the BPO industry for more than five years. I am looking for a challenging position where I can utilize my knowledge I have acquired from my previous job experiences. Email:-Contact Number:- Birthdate: March 9 1988 Age: 31 Civil Status: Single Height: 5’6 Weight: 75kg ***************************************** Skills: Communicating with foreign people is one of the important things for me since I work with mostly US based accounts. It is important that they understand me and won’t notice any accent so I worked hard to really polish my communication skills. Work-wise, I am hard working and does not stop until I get best results. I have experienced both voice and non-voice accounts which made me very flexible to any task assigned to me. Basic computer skills Microsoft Office Calling tools: Incontact, Inview, Clearview, Google Voice, Spark Sales Handling Billing Handling Customer Retention EDUCATIONAL BACKGROUND: Elementary: Emilia J. Garcia Elementary School (1995 - 2001) High School: Living Heritage Christian Academy -) College: Indiana Aerospace University Bachelor of Science in Aviation Technology (2005 - 2007) Flight Dynamic School of Aeronautics Bachelor of Science in Aircraft Maintenance Technology (2007 – 2010) EXPERIENCES: BPO: Customer Service Representative | FOCUS DIRECT INC. | December 2012 - February 2015 Responsibilities: Offers products and services of retail clients Assists in provisioning services for telecommunication clients Works to consistently meet all established metrics and goals As an Inbound Agent, receives calls from subscribers of clients’ services As an Outbound Agent contacts consumers and businesses as identified by the numbers in a leads list Provides customer support services for product subscribers Provides solutions on billing problems Provides retention process Quality Assurance Specialist | FOCUS DIRECT INC. | (February 2015 – August 2018) Responsibilities: Participates in design of call monitoring formats and quality standards. Performs call monitoring and provides trend data to site management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Performs monitors of customer care email responses. Participates in customer and client listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for call centre staff. Provides feedback to call centre team leaders and managers. Prepares and analyses internal and external quality reports for management staff review. Perform other duties as assigned. Character Reference: John Paul Galimba Professional Medical Representative – Fresenius Kabi- Trixie Ong Process Administrator - Focus Direct, Inc- Ma. Paz Catapang Unit Manager – Manulife- Sir/Madam; I am writing this letter to express my strong interest in the job you are offering. I believe that being well organized, my dedication, communication skills and positive attitude towards work give me an edge for this job. I have acquired a number of relevant skills through my training and work experience. Those that might be of exacting interest to you include: Highly skilled in interacting with people Hands-on experience in training people Computer skills Great communication skills Furthermore, my adventurous nature, and excellent communication and organizational skills combined with my superb attention to details make me a perfect candidate for this position. Thank you for your time and consideration Sincerely Yours, Patrick Robin Alcantara