Ralph Jan Christian C. De Guzman

RALPH JAN CHRISTIAN COLOMA DE GUZMAN #143 Unit D, Imelda Village Baguio City, Benguet 2600 Philippines Phone No.:- Email:-Skype ID: heavenkite PROFESSIONAL EXPERIENCE SITEL PHILIPPINES CORPORATION - Baguio City, Philippines Sears Account Mentor and Escalations Agent – July 2016 to November 2018  Managed client communications including highly escalated cases, and policy reviews and implementation  Drafted and contributed metric and non-metric -based incentives for fellow escalation agents  Acted as point of contact, on numerous occasions, for escalation and regular teams, and between management team and clients  Facilitated trainings, performance reviews, and floor support for nesting agents  Took supervisorial and managerial level calls from regular agents and fellow mentors/escalation agents Sears Account Delivery and Installation Specialist – October 2012 to July 2016  Took tier-1 incoming calls from customers  Updated daily and weekly metric boards and team folders  Upsold home improvement consultations to potential customers TRAINING N.O.A.H. Training Sitel-initiated training completed on November 2016 Short for New Opportunities for Aspiring Heroes, it is a career-oriented course using modules, practical examinations, and presentations to gauge the potential of mentors to be future supervisors, quality analysts or learning specialists. EDUCATION University of Baguio Bachelor of Arts in Mass Communications Baguio City Philippines Undergraduate SKILLS     Word Processing (MS Word, Google Docs) Data Analysis and Processing (MS Exel) Visual Presentation (MS Publisher, MS Powerpoint) Email Management (MS Outlook, Gmail) PERSONAL INFORMATION Date of Birth Civil Status Height Religion : : : : November 20, 1985 Married 5’5 Protestant CHARACTER REFERENCES Oliver Wendell Caunceran Supervisor Sitel Corporation Philippines BCEZ Loakan Road, Baguio City Mobile No.:- Moonlace Mary De Clarin Supervisor Sitel Corporation Philippines BCEZ Loakan Road, Baguio City Mobile No.:- Kevin Lamsis Operations Manager Track Trainee Sitel Corporation Philippines BCEZ Loakan Road, Baguio City Mobile No.:- Place of Birth Sex Weight Citizenship : : : : Cabanatuan City Male 114 lbs Filipino