RANDY M. ONG
Current Address: Apt 4, 18 Friendship Street, Peace Valley, Lahug, Cebu City 6000
Home Address: Madrid, Surigao del Sur, Philippines
Email:-
Contact Number: -
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EDUCATIONAL BACKGROUND – BACHELOR’S DEGREE
Tertiary:
Mindanao State University- Main Campus
Marawi City, Lanao del Sur, Philippines
BACHELOR OF SCIENCE IN NURSING
Date Graduated: 03 April 2009
Mindanao State University- Main Campus
Marawi City, Lanao del Sur, Philippines
ASSOCIATE IN HEALTH SCIENCES EDUCATION
Date Graduated: 02 April 2007
WORK EXPERIENCE
Assistant Customer Care Manager
Dreamscape Networks Inc.
Cebu City, Philippines – November 2019 to present
Duties and Responsibilities:
-Leads by example, inspires, motivates and manages staff, strictly adhering to the companies’ guidelines and expectations
- Creates an environment oriented to trust, open communication and cohesive team effort
- Coaches, educates, trains and supervises the teams to work together and ensure they’re delivering exceptional customer service Position Description 2 Created on 28th October 2019
- Implements floor management policies to ensure adherence to service level agreements
- Monitors execution of business plans to meet business operation requirements
- Monitors productivity within the department to ensure daily demands are met
- Facilitates and develops the capacity –planning model
- Delegates tasks, set deadlines offers guidance and feedback to the Team Leaders
- Identifies the needs of the Team Leaders and mentors them towards developments
- Manages the Team Leaders on daily work schedule
- Analyzes day-to-day operations; volume of calls, emails and chat arrival patterns; AHT performance; and all shrinkage factors (i.e. absenteeism, attrition)
- Implements action plans ono a daily basis to ensure key performance indicators and associated service levels are achieved
- Ensures smooth operations of customer support by monitoring the call, email and chat queues
- Escalates any customer service related issues on the operation that requires urgent attention to the respective managers
- Coordinates with internal department/functions on Workforce findings that need immediate addressing
- Monitors and evaluates overall cluster performance and individual Team Leaders performance, providing or coaching opportunities, and taking corrective action, if necessary
- Monitors the effectiveness and efficiency of the scheduling staff in aligning company-wide processes and procedures to achieve goals/metrics
- Analyses monitoring reports consistently to ensure key performance indicators and associated service levels are achieved
- Takes responsibility and accountability for the cluster performance and for exceeding targets of all required metric
- Creates an outage ticket and then escalates for any outages that affects the customer care operations
- Conducts regular weekly team meetings and one on one coaching, incorporating feedback, training and motivational techniques, and tailor-made advice
- Renders work hours with flexibility when required
- Dresses appropriately and always presents a good image for the company
- Conducts business in alignment with the company’s core values
- Supports company decisions and policies and effectively relay messages to co-workers and staff
- Follows all guidelines in the Code of Conduct, QA and other policies strictly mandated by the company
- Maintains confidentiality, address personal and team issues sensitively and appropriately
- Ensures that our company conducts business in an ethical manner at all times without putting anyone in a position of risk
- Helps disseminate information in a clear and understandable manner to ensure correct updates are given to employees and customer at all times
- Identifies operational issues, suggesting possible improvements and helping to optimize procedures
- Communicates and coordinates effectively with other team members and other internal departments
- Takes managerial complaints, queries or calls, provided that the Team Leaders already tried to take call ownership and exhaust all possible resources
- Keeps up personal skills by answering calls, chats or tickets on a required basis
- Prepares and provides accurate and detailed monthly and weekly performance reports and analyzing data to assist management as they determine operation goals
- Performs other duties and responsibilities that may be assigned by Management from time to time
- Conducts all activities in line with the organizations’ policies, processes and guidelines with respect to customer privacy, security, data protection, organizational strategy, security, legal and regulatory requirements
- Appropriately handles all confidential company and client information
- Reports any discovered breaches of confidentiality or policy (internal or regulatory) to management
- Reports any discovered vulnerabilities in internal or third-party systems
- Ensures reported vulnerabilities, breaches of confidentiality and breaches of policy (internal or regulatory) are actioned or escalated
Customer Service/Technical Support Supervisor
Dreamscape Networks Inc.
Cebu City, Philippines – January 2016 to November 2019
Duties and Responsibilities:
-Handles the entire team
-Responsible for training team members for new product updates
-Manages daily tasks of members
-Manages the team's overall performance
-Looks out to each member’s individual performance
-Liaises between the management and the members
-Makes sure operation targets are met
-Handles complaints
-Takes supervisory and managerial calls
-Do coaching and mentoring for each members
-Set specific goals for the team
-Handles all issues in the team
Customer Care Quality Assurance Officer
Dreamscape Networks Inc.
Cebu City, Philippines – October 2014 – January 2016
Duties and Responsibilities:
-Responsible in implementing policies and guidelines for operations
-Responsible in amending the policy if necessary
-Monitor calls and emails of all representatives to make sure that policies are being followed
-Issues sanctions to policy violators
Technical Support/Customer Service Specialist/ Sales Representative
Dreamscape Networks Inc.
Cebu City, Philippines - January 2014 – September 2014
Duties and Responsibilities:
-Answers incoming calls and assists client with technical issue
-Answers incoming emails and assists client with technical issue
-Do upselling of products
-Handles account disputes
Senior Customer Service and Sales Representative
Convergys - Sprint Telecommunications
Cebu City, Philippines - November 2012 – December 2013
Duties and Responsibilities:
-Answers incoming calls and assists client with concerns
-Handles billing disputes
-Do upselling of products
-Do basic troubleshooting
PERSONAL BACKGROUND
Birth date: December 3, 1987
Birthplace: Surigao City
Citizenship: Filipino
Civil Status: Single
Height: 5’11
Religion: Roman Catholic
Father’s name: Rodrigo Francia Ong Sr. – Occupation: Bakeshop owner
Mother’s name: Editha Dalumpines Muana - Occupation: Bakeshop owner
Contact in case of emergency: Mr. And Mrs. Rodrigo F. Ong Sr.
Address: 247 Arpilleda St., Brgy. Quirino, Madrid, Surigao del Sur
Contact #: - / -
EXAMS TAKEN AND PASSED
1. International English Language Testing System (IELTS)
Date of Exam: June 10-11, 2011
Date Passed: June 24, 2011
Score: 7.5
2. Commission on Graduates of Foreign Nursing Schools (CGFNS) Qualifying Exam
Date of Exam: November 10, 2010
CGFNS ID Number:-
Date Passed: December 8, 2010
3. Philippine Nursing Licensure Examination (PNLE)
Date of Exam: November 28-29, 2009
Registration Number:-
Registration Date: May 05, 2010
Valid until: December 03, 2016
