Philip Bernard S. Decena
2897 H. Santos St., Brgy. Tejeros, Makati City, Philippines 1204
Mobile no: (-/(-
Email:-
PERSONAL INFORMATION:
Date of Birth
Place of Birth
Nationality
Height
Weight
Gender
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July 7, 1989
Makati City, Philippines
Filipino
5’0”
150lbs
Male
EDUCATIONAL BACKGROUND:
College
Bachelor of Arts in Psychology
Mapúa Institute of Technology
Intramuros, Manila, Philippines
S.Y. 2010 – 2012
Bachelor of Science in Engineering Management
Mapúa Institute of Technology
Intramuros, Manila, Philippines
S.Y. 2007 – 2010
Bachelor of Science in Computer Engineering
Mapúa Institute of Technology
Intramuros, Manila, Philippines
S.Y. 2005 – 2007
High School
Don Bosco Technical College
Mandaluyong City, Philippines
S.Y. 2001 – S.Y. 2005
Grade School
St. Paul College Makati
Makati City, Philippines
S.Y. 1995 – S.Y. 2001
WORK EXPERIENCE:
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Aegis PeopleSupport (acquired by Teleperformance)
March 16, 2012 – December 2014
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Teleperformance Inc.
December 2014 – September 5, 2015
Worked for Wyndham Worldwide Account as:
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Certified Peer Trainer, Training Team (October 2014 – June 2015)
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Roles:
▪ To train new hires in using CMOR tool for hotel reservations & related concerns of
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customers.
Ensure trainees are knowledgeable with the processes & tool navigation before
endorsing to OJT and Operations.
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Conduct 30-, 60-, & 90-day follow-ups for each trainee endorsed to live operations to
make sure they have progressed knowledge-wise & process-wise.
Coach trainees for improvement of metrics.
Assigned as communications coach of trained batches endorsed to Operations; conduct
huddles and sending daily tips/reminders in relation to grammar, accent, etc.
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Peer QA (Quality Analyst, October 2014 – June 2015)
o Roles:
▪ To audit calls of the representatives, ensuring quality guidelines are met.
▪ Take part on support calibrations to make sure we address any discrepancies in the
processes.
▪ Adept in using Verint tool in performing call audits.
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Peer Coach (October 2014 – June 2015)
o Roles:
▪ To provide insights & create action plans to representatives during coaching sessions in
terms of Gems (positive traits) that they need to maintain & Opportunities (negative
traits) that they can improve on moving forward.
▪ Do follow-ups to ensure representatives are implementing the action plans arranged
during initial coaching session.
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Executive, General Reservations LOB (March 2012 – April 2013)
o Role:
▪ To assist customers in their hotel reservations, look for hotels that would fit their
preferences (e.g. location, amenities, brand, etc.) & providing additional information for
hotel, location, & complaints.
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Executive, Wyndham Rewards LOB (April 2013 – October 2014)
o Role:
▪ To assist members of Wyndham Rewards Loyalty Program in utilizing their points earned
for free night/s, discounts, purchase merchandise, etc.
Sterling (Formerly known as SterlingBackcheck/Sterling Talent Solutions) September 7, 2015 – November 21, 2019
Worked for Sterling as:
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Client Services Representative (Applicant Calls, September 7, 2015 – March 2016)
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Client Services Representative (Client Calls, March 2016 – April 19, 2017)
Top 2 Agent Overall (Q1 of 2016)
o Roles:
▪ Doing inbound/outbound calls and emails to applicants/clients regarding background
check statuses, expedite process, assist in ordering background check online, completing
background check form, interpreting results, and other related queries and concerns.
▪ Assigned in rolling out training/QA updates during team huddles; Ensuring Attendance &
IT Trackers are up-to-date (across all Client Services teams); trained in using CISCO to
arrange skill sets for effective queue managing; experienced in using Calabrio ONE in
performing call listening sessions.
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Process Trainer, US Verifications (April 20, 2017 – November 21, 2019)
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Roles:
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Conduct training classes to new hires regarding verification of employment, education,
and personal/professional reference background of the applicants.
Ensure that training delivery is met with quality as the top priority.
Provide real time feedback and coaching to the trainees to rectify any committed errors.
Certify new hires for endorsement to Operations.
Track the new hires’ progress during their 30-60-90 days in Operations and continuously
provide support through coaching and floor support.
Conduct refresher trainings per Operations’ needs. This includes creating and supplying
pre- and post-assessments to the agents to gauge their knowledge.
Conduct Cross Skill trainings to tenured agents, Team Leads, and Quality
Coaches/Analysts alike to other services (employment/education/references).
Responsible for certifying the Leads, QA’s, and agents for cross skilling to other services.
Philam Life (October 16, 2019 – Present)
Works for Philam Life as:
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Licensed Financial Advisor
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Roles:
* Conduct a meeting with the client
* Assess the client’s current financial status
* Create a financial plan
* Assess and provide a tailored fit insurance plan/policy for the client’s family and income
protection.
SPECIAL SKILLS:
Knowledge in Microsoft Office (i.e. MS Word, MS Excel & MS PowerPoint, up to current version)
Knowledge in AutoCAD, C++, Visual Basic
Adept in using Salesforce Application
Proficient in AdminClient Tool
Skilled in using Calabrio ONE for Quality Auditing
Experienced in using CISCO Systems
PERSONAL TRAITS:
Excellent public speaking & English communication skills
With good public relations and efficient leadership skills
Pleasant personality with good interpersonal skills
Good multi-tasking & time management skills
Can perform duty with minimum supervision and work efficiently even under pressure
Good decision-making & critical thinking skills
Guaranteed and irreproachable personal honesty, integrity and loyalty
No attendance issues
CHARACTER REFERENCE:
Ryan Jade Santarin (Team Lead, Client Services, Sterling)
Phone/Mobile: -
Email:-Angela Tanchoco (Training Manager, Global Learning and Knowledge Development, Sterling)
Phone/Mobile: -
Email:-
