Paulo Mallari

Paulo N. Mallari Yakal St. San Nicolas, Arayat, Pampanga-- EXPERIENCE TRAITS Top Data Global I.T. Solutions - Chat support STRONG COMMUNICATION SKILLS May 2017 - Present Excels in providing honest, positive ● ● ● ● Provide Technical assistance to customers who have inquiries or issues with the VPN account. Handles Presale accounts and Upselling Handles Retention Process Keen attention to detail during chat interaction. and constructive feedback to to agents, peers and superiors. STRATEGIC THINKING Sees the big picture or goal that he Protos EzyVA, ​San Fernando Pampanga— ​Workforce Resource Manager / Team Account Manager, Executive Assistant April 2015 - November 2016 ● ● ● Placement Project Management I oversee the placement of candidates to clients and ensure smooth and easy transition through interviews and frequent client communications. Resource and Workforce Planning I formulate job strategies for every candidate ensuring that candidates are available for endorsement and have been trained to suit the client needs. Manage Candidate Experience I create strategies that ensures each candidate has been given the chance to provide feedback with the recruitment and onboarding process which will be used to formulate and improve the candidate lifecycle. Team Account Manager (Supervisor) ● ● ● ● Handled a team of 20 Virtual Assistants Provide Coaching and formulate action plans on how agents can improve performance. Manage agent Time logs Provide Client meetings on agent performance Virtual Assistant ● ● ● ● ● Serves as the main point of contact for Ray Behan, Australia’s #1 Property Coach Handles email and calendar management Liaise with the company’s Financial Managers Prepares Materials for Meetings and Presentation/ Webinars Prepare and send marketing and informational email/E-books to clients wants to achieve and can create ideas and processes on how to achieve it saving time and resources as much as possible. PASSION AND COMMITMENT Completes work with enthusiasm and uses passion to provide the best results and influence others positively. INNOVATIVE Always comes up with new ideas and processes to help complete work efficiently and effectively. COLLABORATIVE Not afraid to collaborate and always proactive in assisting other colleagues or agents to obtain satisfactory results. IQOR Philippines, ​Clark Pampanga— ​Team Leader May 2014 - January 2015 ● Handled a team of 15-20 customer service representatives for a renowned phone company in the U.S. ● Conducted call listening and coaching to agents to improve performance ● Managed agent timesheets to ensure hours worked are accurate ● Prepare weekly and monthly reports based on the current KPIs Conducted Weekly huddles and Calibration calls with co-TLs, Managers and Agents. Teletech Philippines, ​Mexico, Pampanga— Team Leader/ Quality Assurance Specialist, Technical Support Agent January 2009 - January 2014 Team Leader ​-) ● Handled a team of 15-20 customer service representatives for a renowned phone company in the U.S. Conducted call listening and coaching to agents to improve performance ● Managed agent timesheets to ensure hours worked are accurate Prepare weekly and monthly reports based on the current KPIs ● Conducted Weekly huddles and Calibration calls with co-TLs, Managers and Agents. Quality Specialist​ (2010 - 2012) ● ​Regularly evaluate and score calls from associate and supervisors, and provide feedback to the coaches/managers. ● Facilitate weekly Calibration Sessions for Support ● Teams (Supervisors, Managers, Training, Quality Assurance) and explain scoring principles during the session. ● Provide weekly and monthly reports and run trending analysis for supervisors and managers. ● Conduct monthly team meetings for the team supported, to provide feedback on how Quality Assurance evaluates calls. Agent ​(2009 - 2010) ● Provide Expert help in troubleshooting customer’s phone signal and internet connectivity through their notebooks and mobile devices Convergys Philippines, ​Makati, NCR​ ​— Technical Support Agent - DSL, Dial Up December 2005 - December 2008 ● Provided technical support to AT&T Internet consumers troubleshooting their internet and PC connectivity ● Provided technical support to AT&T Uverse brand customers troubleshooting their internet, cable, Mobile, VPN and VOIP connections EDUCATION San Beda College, ​Mendiola, Manila— ​Bachelor of Science in Computer Applications and Information Science June 2001 - March 2005 Don Bosco Academy, ​Mabalacat, Pampanga— ​Highschool June 1997 - March 2001