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: A. Dell Computers and Belkin Wireless Products 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 B. America Online 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 AdvisorMarch 2009 – Oct 2010 Convergys Philippines Key Responsibilities: A. 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: B. 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 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: Sears Credit Card and Sears Mastercards Attendance and Scheduling functions Manages changes to scheduling to ensure adequate daily resource coverage Processes schedule trade requests for posted schedules Processes management requests for modifications of scheduling meetings, training, etc. Provides analytical support for special projects Workforce Specialist August 2016 – December 2016 Concentrix Philippines Key Responsibilities: Amazon Attendance and Scheduling functions Manages changes to scheduling to ensure adequate daily resource coverage Processes schedule trade requests for posted schedules Processes management requests for modifications of scheduling meetings, training, etc. Provides analytical support for special projects Digital Concierge Specialist January 2017 – Present 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 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:33Date of Birth:April 17, 1983 Nationality:Filipino Gender:Male Height:5’11”Weight:80 kilos Marital Status:Single Home Residence:Block 1 Lot 15 Haniyyah Homes 2 Babag 1 Lapu-Lapu City Language:English, Filipino (Cebuano, Tagalog) Educational Background: Highest Education Level: Bachelor's/College Degree, Diploma Field of Study:Bachelor of Science in Information Technology School: University of San Jose Recoletos