Richard Cervo

RICARDO CERVO II Residence : 1142 Dugay Road Sitio Mambalon Brgy. Mahabang Parang, Binangonan, Rizal Mobile :- Email :- EMPLOYMENT HISTORY May 2022 – Present Position Company : : DRAYAGE SPECIALIST - TRAINER The Drayage Specialist Responsibilities: ▪ Conducting trainings for new hires ▪ Hand-over the trainees to Operations ▪ Design the training schedules and activities January 2021 – March 2022 Position Company : : BUSINESS ANALYST / KNOWLEDGE ENGINEER Sitel Group Responsibilities: ▪ Doing data analytics and analysis for multiple accounts (Tech and Sales accounts) supporting India and USA customers ▪ Conducts weekly and monthly review with the operations ▪ Creates articles and decision trees for the knowledge base tool used internally by the company ▪ Conducts testing and provides feedback to the developer of the internal tool developed internally. Also responsible in documenting the development and progress of the tool. ▪ Conducts training for the operations and supports on how to use the Knowledge Base Tool April 2018 – December 2020 Position Company : : COACH (OPERATIONS SUPERVISOR) Teleperformnace – Vertis North Responsibilities: ▪ Doing the weekly audit and coaching following the principles of TOPS ▪ Coaching performance and survey audits ▪ Responsible for the payroll ▪ Keeping the production hype ▪ Provides CRT and survey updates to the experts all throughout the shift ▪ Handles escalations ▪ Coordinating with other coaches within our cluster to drive performance August 2015 – March 2017 Position Company : : TEAM MANAGER (MICROSOFT ANSWER DESK) Sutherland Global Services - Tarlac Responsibilities: ▪ Responsible for the overall performance of a cluster. ▪ Doing the weekly audit and coaching, coaching performance and survey audits. ▪ Responsible for the payroll ▪ Weekly and Monthly Review with the Account Managers and Clients ▪ Drives sales performance of the cluster ▪ Handles escalations September 2013 – August 2015 Position Company : : SUBJECT MATTER EXPERT (MICROSOFT ANSWER DESK) Sutherland Global Services – Clark and Tarlac Responsibilities: ▪ Drives the technical knowledge of the consultants, making sure that they are always updated with the troubleshooting steps that would help them in assisting the customers ▪ Provides real time floor support and takes escalation calls ▪ Doing weekly audit and coaching ▪ Manages breaks and monitor the agent activity real time ▪ Drives sales conversion of the team ▪ Cascades any update to the consultants August 2012 – September 2013 Position Company : : CONSULTANT (MICROSOFT ANSWER DESK) Sutherland Global Services – Taguig Responsibilities: ▪ Taking inbound calls from customers seeking technical help with their Windows Operating System ▪ Responsible in offering service upsell that would entitle the customer to get technical help October 2011 – August 2012 Position Company : : QUALITY ASSSURANCE ANALYST (SAMSUNG) Harte-Hanks Manila Responsibilities: ▪ Doing process level audit for the account ▪ ▪ Attending weekly calibration within the account and with the clients Weekly Quality Calibration February 2010 – October 2011 Position Company : : QUALITY ASSSURANCE ANALYST (MLB.COM) Harte-Hanks Manila Responsibilities: ▪ Responsible for the call and email audits as well as coaching the agents ▪ Doing Audit the Auditor ▪ Conducting QA Orientation ▪ Calib Lead on Weekly Calibration ▪ Weekly meeting with the clients ▪ Doing high-level Quality Reports November 2008 – February 2010 Position Company : : QUALITY ASSSURANCE ANALYST (MICROSOFT-PCSAFETY) TELUS International Philippines/Harte-Hanks Manila Responsibilities: ▪ Responsible for the call and email audits as well as coaching the agents ▪ Conducting QA Orientation ▪ Attending Weekly Calibration ▪ Weekly meeting with the clients June 2008 – November 2008 Position : MICROSOFT SECURITY L1 SUPPORT (VOICE AND CHAT) Company : TELUS International Philippines/Harte-Hanks Manila Responsibilities: ▪ Answering inbound calls of customers seeking assistance in virus or malware removal in their computers August 2007 – June 2008 Position : XBOX LIVE CUSTOMER INTERACTION AGENT Company : TELUS International Philippines/Harte-Hanks Manila Responsibilities: ▪ Answering inbound calls of customers seeking assistance technical issues with their XBOX 360 June 2007 – August 2007 Position : OUTBOUND CALL CENTER AGENT Company : Vonscorp Data Solutions Inc. Responsibilities: ▪ Doing cold calling to set-up an appointment with a business consultancy firm EDUCATIONAL BACKGROUND Tertiary School : Inclusive Dates School : : Bachelor of Science in Electronics and Communication Engineering June 2002 – April 2007 Don Bosco Technical College PROFESSIONAL DEVELOPMENT / RELEVANT SHORT COURSES Course Inclusive Dates Company : : : Basic Excel Training Course Inclusive Dates Company : : : Motivational Coaching September 2009 Course Inclusive Dates Company : : : Dynamic Leadership Training Course Inclusive Dates Company : : : Six Sigma Yellow Belt Training Course Inclusive Dates Company : : : LEAD 100 Course Inclusive Dates Company : : : TOPS May 2018 Teleperformance June 2009 Sutherland Global Services TELUS International Philippines/Harte-Hanks Manila October 2009 TELUS International Philippines/Harte-Hanks Manila January 2011 Sutherland Global Services November 2015 Sutherland Global Services BRIEF SUMMARY / KEY SKILLS ▪ 10 years in the BPO industry primarily handling technical accounts ▪ ▪ ▪ ▪ ▪ Well experienced in auditing and coaching the agents Well experienced in analyzing data from customer’s survey Well experienced in creating action plans to address performance issues Well experienced in handling payroll Efficient in creating reports, Efficient in the use of different Microsoft Office Applications PERSONAL PROFILE Name Nationality Birthdate Birthplace Civil Status Gender Languages : : : : : : : Ricardo II QUISQUINO CERVO FIRST NAME MIDDLE NAME LAST NAME Filipino November 21, 1985 Binangonan, Rizal Single Male Filipino English Character References: available upon request “ I certify that the above information is true to the best of my knowledge.”