Randy Ray D. Nadera

 randy ray d. nadera Blk 167 Lot 30 Paliparan Site 3 Ph 4 Dasmarinas Cavite- |  - executive summary Performance-driven, versatile, innovative professional with over 10 years progressive expertise in customer service. Keen understanding of business priorities, genuine team player, committed to leading and inspiring teams to realize performance while contributing efforts. Cross-functional communicator easily interfaces with high-profile staff and customers. competencies include Optimizing Customer Experiences | Customer Service | Client Relations |Sales & Marketing | Communications |Credit & Billing || Negotiations | Leadership/Motivation | Telemarketing | Retail |Risk Management l CIMS ( Continous Improvement Managament Sytem l MHTK ( iqor Management Training ) / ( LA ) Leadership Academy – AT&t Leadership training Professional Experience ASSISTANT MANAGER ( Operations Manager ) August 2016 – August 2017 Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions. Play a significant role in long-term planning, including an initiative geared toward operational excellence. Oversee overall financial management, planning, systems and controls. Management of agency budget in coordination with the Executive Director. Development of individual program budgets Invoicing to funding sources, including calculation of completed units of service. Payroll management, including tabulation of accrued employee benefits. Disbursement of checks for agency expenses. Organization of fiscal documents. Regular meetings with Executive Director around fiscal planning. Supervise and coach Team Supervisors on a weekly basis. Develop their managerial skills to such levels they would be independent in managing their respective teams ACCOUNT SUPERVISOR ( iQor Phillippines ) August 2014 – August 2017 - Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Provides statistical and performance feedback and coaching on a regular basis to each team member. Writes and administers performance reviews for skill improvement. Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution Ensures employees have appropriate training and other resources to perform their jobs. Responds to and resolves employee relations issues expressed by team members. Addresses disciplinary and/or performance problems according to company policy. Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required. Assists the manager with daily operation of the account to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs. Works as a member/leader of special or ongoing projects that are important to area/process improvement. Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively. Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. SENIOR customer service Team lead ( STARTEL COMMUNICATIONS ) September 2012 – June 2014  Worked as Senior Customer Service Agent, for Australian accounts  Meets quality and performance metrics outlined by the Management  Responsible to take lead in providing excellent customer service Responsible to provide assistance in billing / technical concernneeds  Assists customers in arranging payment plans to avoid delinquency Facilitate strategies to improve assistance to customers  Resolves financial and non-financial customer inquiries: Billing explanations, online banking, account maintenance, plan migration and other process workflows Account Specialist Acquire Asia Pacific May 2010 - Jul 2011 Generally on Customer Service Taking over a call whenever a resolution is required on a very complicated case. Taking Supervisor/Manager Calls Submitting reports by the end of the shift such as End of Day and credit reports Reviewing Calls when needed to Responding to emails if required To provide further understanding on how the business works. Account Supervisor Telus International Phils May 2009 - Jan 2010 Communicate with customers from four different lines of business (consumer, business, management support and billing) Provides further explanations on how the company runs its business. Offers extreme Customer Service To provide further understanding on how the business works. Off Line Service Agent Telus International Phils Jan 2007 - Jan 2008 Answering email inquiries of customers regarding their electric service Customer Service On-line. On-line account assistance. Communicate with customers from four different lines of business (consumer, business, management support and billing) Customer Service Advocate Telus International Phils Jan 2006 - Jan 2007 Provide the highest level of Customer Service. Generate new business through inbound calls, sales opportunities for new customers. Answering emails for any inquiries and service. Upselling. Handles both areas for the account (2 systems are required for different areas) Answering email inquiries of customers regarding their electric service Education TERTIARY: PATTS College of Aeronautics, paranaque, philippines Bachelor of Science in Aeronautical Engineering 2000 – 20006 SECONDARY EDUCATION: Don Bosco Technical Institue Makati, makati, philippines Bachelor of Science in Aeronautical Engineering 1996 – 2000 PRIMARY EDUCATION: Don Bosco Technical Institue Makati, makati, philippines Bachelor of Science in Aeronautical Engineering 1990 - 1996 trainings Management Mission Impact (Focus, Strengths Builder & Improvers), April 2013 Inspire: Service That Inspires (Service, Technology, People & Culture that Inspires), October 2012 Supervisory Skills Training (Team Management, Leadership & Mentoring Skills), March 2010 Fundamentals of Project Management, Retention and Client Relation Management, February 2009 Human Resources Service Delivery January 2009 Becoming an Efficient and Effective Office Worker, November 2007 Customer Awareness & Service for Excellence Training Program, August 2006  Life Quest for Personal Effectiveness, July 2005 Living and Learning the True Ways of a Leader, October 2004  BOSH / COSH Training under ZAPOHS ( Occupational Safety and Health ) June 2014 First Aid Training and Basic Life support under Red Cross June 2014 relevant Skills technical skills Proficient in Microsoft Office applications, Excellent oral and written English Got Certification as a Safety officer for Consrtuction / Basic Occupational Safety and Health Knowledge in CRM, Salesforce, Gateway, Avaya CMS, Cisco, EDGE, CORDDAPTIX, CITRIX References Available Upon Request RANDY RAY D. NADERA