Paul Ryan Nicdao

PAUL RYAN G. NICDAO 72nd St Blk 97 Lot 02 Mawaque Resettlement Center Sapang Biabas, Mabalacat City, Pampanga Contact No :- Email Add :- OBJECTIVES : To be part of a fast growing company and to enhance my skills and reach my goals in life. EXPERIENCES :  NATIONAL STATISTICS OFFICE ( NSO) Jan 2006 – Dec 2006 Enumerator (Office clerk) – Consolidating reports coming from each village.  SM HYPER MARKET Jan 2007 – May 2007 Bagger – Revolve around putting groceries  ZAGU FOODS CORPORATION May 2008 – May 2010 Service Crew for 1 year and promoted as an Officer in Charge (OIC) after.  CYBER CITY TELESERVICES ( AN IQOR COMPANY) May 2011 – May 2012 Call Center Agent (Took calls for Sales and Customer Service accounts.) May 2012 – Sept 2013 Email and Chat Support Staff (Sending reports to client.) (Call center agent for 1 year and promoted as an Email Support Staff after.)  NETCAST BPO Oct 2013 – Mar 2014 Call Center Agent (Took calls for Sales, Customer Service and Telco accounts.) Mar 2014 – Oct 2015 Promoted as a Supervisor (Below are my expertise, duties and responsibilities.)  IQOR Oct 2015 – Sept 2017 Call Center Agent (Took calls for Sales and Customer Service.) I’m also being asked to manage a team during ramp or if needed. DUTIES AND RESPONSIBILITIES:  Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.  Motivation, leadership for a team of 17 and developing future leaders.  Conducting performance appraisal for the team.  Contribute for the initial hiring and selecting process of the front line.  Compiling reports on team’s performance and customer feedback.  Communication and being a focal point of dissemination of information from management to team and vice versa.  Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management.  Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes.  Possesses certain additional supervisory level authority for reversal of charges. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations. EDUCATIONAL BACKGROUND : Primary : MAUAQUE RESETTLEMENT ELEMENTARY SCHOOL Mauaque Rest, Sapang Biabas, Mabalacat City S.Y. 1997 -2001 Secondary : MAUAQUE RESETTLEMENT HIGH SCHOOL Mauaque Rest, Sapang Biabas, Mabalacat City S.Y. 2002 -2006 Vocational : DAU ROTARY CLUB PAMPANGA Computer Technician (Graduate) College : HOLY ANGEL UNIVERSITY Angeles City Undergraduate PERSONAL INFORMATION : Date of Birth Place of Birth Gender Citizenship Religion Civil Status Height Weight Dialect Spoken : : : : : : : : : July 22, 1989 Dolores, Mabalacat City, Pampanga Male Filipino Catholic Single 5’4” 120 lbs. Tagalog, English & Kapampangan __________________________ Applicant Signature