Paul Ryan Santos

PAUL RYAN F. SANTOS Address: 002 Barangay Cumba, Lipa City Batangas, 4217, Philippines Mobile phone:- Email address:- ____________________________________________________________________________________ Objective To obtain a position where I can utilize my knowledge and abilities effectively and efficiently, dynamically interacting with people in a good business environment while at the same time delivering exemplary work output that will help the company reap success and increase productivity. Work Experience June 2014 – Present (Atlas People Pty. Ltd via Remote Staff Philippines) Job Title Team Lead/Business Deployment Officer (Work From Home) Duties and Responsibilities - Coordinates with Clients daily regarding sales/reports/marketing - Responsible for closing lead generation, lead research & day to day reports for Australia & New Zealand Hospitality Clients - Leads 9 FTE, responsible for daily attendance checks/issues, et al - Trains new staff member when required & provides training modules - Skip tracing/handles inbound calls if required/Administrative duties - Responsible for providing weekly marketing flyers for both Australia & New Zealand Clients - Data extraction/report generation April 2014 to May 2014 (Alorica Philippines) Job Title Chat Support Representative Duties and Responsibilities - Responsible in responding to real-time chat regarding technical issues of a US-based multimedia conglomerate - Evaluates customer issues & responds in a timely manner - Attends meetings/trainings if required April 2010 to August 2013 (Teletech Philippines, Lipa Delivery Centre) Job Titles Global Workforce Management Analyst (October 2012-August 2013) Systems Compliance Specialist (July 2011-September 2012) Product Trainer (February 2011-May 2011) Customer Service Representative (April 2010-January 2011) Duties and Responsibilities As Global Workforce Management Analyst Real-time monitoring of inbound call volume, skill proficiencies, schedule adherence Performs analysis of call trends, including patterns, volumes, productivity, resources Forecasts call capacity on a daily basis by analyzing productivity factors, key strategies Liaises with Team Leaders, Managers and Program Directors as back end support Participates in daily meetings with relevant departments , Managers, Program Directors Serves as initial contact point for all issues regarding schedules Provides report on daily workload, in depth analysis of daily and weekly performance Responsible for coordinating with key departments in cases of outages and system issues As Systems Compliance Specialist Coordinates the maintenance of Client and Teletech applications as required Proactively provides feedback and input for process improvements and innovation Ensures all operational and support areas are aware of process changes in a timely manner Coordinates with Clients for operating tools developments and updates Responsible for daily systems audit, day to day reports, weekly information review Attends meetings/conferences as required Accountable for RSA Token Management (PIN Reset, Retrieval) for all Teletech/Telstra employees Provides maintenance support for all specific Client required tools Maintains regular communication with Clients , Information Technology Team, Operations Team and Workforce Management Team throughout day to day operations Responsible for reporting outages in a timely manner to ensure invoicing is correct Troubleshoots and monitors system issues, gathers feedback and escalates further if required Arranges end to end processes for Operations and Client Requirements As Product Trainer Facilitates meeting and training sessions Responsible for coordinating with Workforce Management to ensure all training sessions are plotted Provides day to day completion reports Responsible for attending Client training sessions and gathering all required data for rollouts Responsible for cascading information as required by Clients to Operations and Support Team As Customer Service Representative Answers incoming calls promptly Attends to enquiries, requests, and complains efficiently Liaises with back end support if required Supports daily administrative duties including Service Requests, Call Faults, Quotation and Invoicing Ensures timely closure of customer complaints Handles other duties as assigned November 2005 – December 2009 (JPMorgan Chase Bank, N.A) Job Title Customer Care Professional Duties and Responsibilities Responsible for providing quality customer service and support Elaborates mortgage payment inquiries, taxes, insurance, escrow information, credits Offers assistance in refinancing and home equity Arranges over the phone payments and transactions Develops coaching pointers for less experienced and new colleagues Responds to queries and facilitates resolutions Works with internal partners to resolve complex issues November 2004 to November 2005 (Sykes Asia Incorporated) Job Title Customer Service Representative (JPMorgan Chase Account) Duties and Responsibilities Responsible for proactive promotion of products and services Accountable for maintaining effective communication for product offering and overcoming objections Maintains strict compliance to all valuable Client information to avoid any risk of potential fraud and other violations Encodes customer interaction and queries Administrative duties as assigned April 2004 to July 2004 (Teleperformance Philippines) Job Title Customer Care Representative (Sprint USA Account) Duties and Responsibilities Provides front line support for customers promptly Responsible for activating/deactivating Mobile Phone services, changing of area codes, billing inquiries and cancellation of subscription Responsible for encoding customer interaction if required Skills Conceptualizing, organizing, supervising and interacting Analytical observation skills to decipher statistical performance reports Superior customer service skills Strong written and verbal communication skills Able to deal with conflict in positive fashion High level interpersonal and organizational skills Highly motivated with ambition to succeed within work Strong multitasking and delegation skills Proficient in MS Office applications such as Excel, Word, PowerPoint Basic PC and hardware troubleshooting Able to work with pressure and minimal supervision Able to operate workforce software such as Avaya CMS, CME, IEX Totalview Excellent communication skills combined with interpersonal and negotiation skills Organizational and analytical skills Creative problem solving skills Highly self motivated, able to multi-task Result oriented and team player Trainings/Seminars Attended Global Workforce Management Basics (Teletech, November 2012) Real Time Monitoring Basics (Teletech, November 2012) Responsible Lending & Non Traditional Mortgage Disclosure (JPMorgan Chase, December 2007) Service to Sales Training (JPMorgan Chase, October 2007) Privacy Awareness Training (JPMorgan Chase, July 2007) Fair Lending Servicing (JPMorgan Chase, September 2006) Educational Background College AMA Computer Learning Centre (Computer Systems Design & Programming) April 1999-May 2001 Character referees available upon request