Rez Edward Balbuena

Rez Edward B. Balbuena Block 1 Lot 15 Haniyyah Homes 2 Babag Lapu-Lapu City Cebu Philippines Home Contact Number:- Mobile Contact Number:- E-mail Address:- ______________________________________________________________________ Work Experience: Customer Service Associate May 2004 – January 2007 eTelecare Global Solutions Inc. Key Responsibilities: Dell Computers and Belkin Wireless Support • Provide technical support for users such as to install, configure and maintain efficiency for desktops, laptops, routers, modems and disk drives, printers, and related equipment • Administer network workstations and configure network system through phone, chat and email • Sell various products advertised by the company to the customers calling in for inquiries Key Responsibilities: America Online Customer Support • Provide excellent customer service to client’s queries regarding account management and billing concerns(disputes, changing payment methods, changing account information) • Generate new business through taking incoming calls for non-members signing up for new account (Dial Up and High speed connection) • Provide benefits of staying with the service by convincing members who are calling to cancel accounts and ensure that sales and service objectives are met • Act as support for escalations when complex problems occur • Administer team leader tasks for the team if supervisor is on leave or when appointed Quality Assurance Specialist July 2007 – May 2008 TeleTech Customer Care Service Management Key Responsibilities: HP Printing Solutions and Sales • Collect data to report analysis from raw information sent by the client and map out satisfaction/dissatisfaction trending feedback from customers. • Conduct weekly and monthly calibrations with supervisors and managers together with the submission of daily, weekly and monthly reports to clients and managers. • Monitor and evaluate call recordings and provide feedback to agents who are having difficulties in meeting their required quality scores and pointing out their KPI’s (Key Performance Index) • Provide technical assistance for HP AIO(Printer/Scanner/Fax) devices through phone, chat and email • Provide a specific measurement for the variance in a personal or a team’s performance Tech Support Rep & Financial Service Advisor March 2009 – Oct 2010 Convergys Philippines Key Responsibilities: Time Warner Cable Communications • Provide technical support and assistance to users via troubleshooting their cable network system. • Process customer inquiries about their email address and email password, configure their server settings and their email clients. • Maintain that customers are connected to the Time Warner Cable network thus enabling customers to use their Digital Phone, Cable TV and their computers to access the Internet. Key Responsibilities: Citibank Credit Cards • Provide customer service to client’s queries regarding account management and billing concerns(disputes, changing payment methods, changing account information) • Pitch and sell various credit card beneficial programs to card members. Financial Service Advisor & Workforce Specialist February 2011 – April 2016 JPMorgan Chase & Co. Key Responsibilities: Sears Credit Card and Sears Mastercards Customer Care • Provide customer service to client’s queries regarding account management and billing concerns(disputes, changing payment methods, changing account information) • Pitch and sell various credit card beneficial programs to card members Key Responsibilities: Workforce Specialist • Manages changes to scheduling to ensure adequate daily resource coverage • Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis. • Provides real-time monitoring via available tools and analytical support for special projects • Compares results to forecast and identify opportunities for improvement • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results. • Provide daily/intra-day performance reports to leadership Workforce Specialist August 2016 – December 2016 Concentrix Philippines Key Responsibilities: Amazon • Manages changes to scheduling to ensure adequate daily resource coverage • Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis. • Provides real-time monitoring via available tools and analytical support for special projects • Compares results to forecast and identify opportunities for improvement • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results. • Provide daily/intra-day performance reports to leadership Digital Concierge Specialist January 2017 – July 2017 Mopro Philippines Key Responsibilities: • Provide customer service to client’s queries regarding website building and design • Directs visitors by maintaining employee and department directories • Maintains security by following procedures • Answering or referring inquiries Social Media Manager September 2017 – January 2018 Emerald Tattoo and Piercing Key Responsibilities: • Manage social media marketing campaigns through multiple social media accounts • Answer customer inquiries through live chat and social media messaging platforms Skills/Traits: • • • • • computer literate, knowledgeable in different Microsoft Office applications excellent written and oral English communication skills innovative, adaptive and a team player has a knack on details fond of checking facts, trivial Personal Particulars: Age: Nationality: Height: Marital Status: Home Residence: Language: 34 Date of Birth: April 17, 1983 Filipino Gender: Male 5’11” Weight: 80 kilos Single Block 1 Lot 15 Haniyyah Homes 2 Babag 1 Lapu-Lapu City English, Filipino (Cebuano, Tagalog) Educational Background: Highest Education Level: Field of Study: School: Bachelor's/College Degree, Diploma Bachelor of Science in Information Technology University of San Jose Recoletos