Ronald Calabon Jr

 RONALD PARAS CALABON JR. Blk2 Lot1 Stone Haven Subdivision Barangay Granada, Bacolod City CEL#- EMAIL:-Skype: live:ronaldpcalabonjr An articulate and highly experienced in Customer and Technical Management professional with an exceptional track record of leading and improving team performance, audit results and client satisfaction. Financial, product and compliance expertise is enhanced by key personal skill, including tenacity and commitment to deliver results. Experience/Specializes Planning Organizing Controlling Communicating Problem-solving Analyzing Leadership Achievements Top Team Lead of the year 2012, 2013, 2014 (Convergys). Top Team for from Quarter 1-4 from 2012, 2013, 2014 (Convergys) Top Team for RGU/SALES for 2012, 2013, 2014 (Convergys) Top Cluster Head for Quarter 1 & 2 for Billing-Chat and Cable/Internet-Chat for 2017 Top Cluster head for West for 2016 Top Cluster head for West for Q3 and Q4 2015 Graduated as Cum Laude Graduated as Most Outstanding Student in Leadership Graduated ad Most Outstanding Student in Service Master’s in Business Administration Career History February 24, 2019 to August 30, 2019 (Dentistfind) Customer Support Specialist/virtual admin (Asst. Manager) Provide service or product information, solutions and relevant details to customers through email (Freshdesk) and call if necessary. Making sure that all email concerns are closed within an hour.  Provide specific information regarding the services, products or materials offered by a company. Answer phones and emails, provide troubleshooting information, report and analyze customers' information and needs, issue billing details and open and close customer accounts. Assist Manager is preparing reports and communication with other departments. Conduct/facilitate weekly and monthly meetings. July 16, 2018 to Present(51 Talk) – Part timer ESL Teacher-Master Teacher B TESOL/TEYL certified Teaching mediator (kids and adults). Leader, administrator and manager to the students Scholar, researcher and lifelong learner. Community, citizenship and pastoral role. Assessor. Team Captain/Mentor HB Trainer August 14, 2017 to July 3, 2018 (iQor-Talisay) AVP (Senior Team Leader – Cluster Head) Customer Service/Sales Currently handling 15 agents to meet or exceed performance target in a daily basis. Responsible that aimed result should be meet in a daily basis. Make sure that all closed sales are completed within the day. Coach and mentor team members. Mentor 4 new Team Leads in making sure that they perform and understand their role and ways on how to meet given targets. This is part of my developmental plan for a managerial position. Managing 3 Team Leads as part of my developmental plan as a Cluster Head Cluster POC for CSAT , FCR and QA. Cluster POC for Quality assurance. Cluster POC for Monthly Rewards and Recognition. February 21, 2011 to August 14, 2017 (Convergys-Bacolod) Cluster Head (Operations Manager -) - Fiscal October 2016 to August 2017 (Comcast eCare-Chat Support-Customer Service/Billing/Sales). Cluster Head for Billing from Fiscal October 2016-March 2017. Managing a regular team and 2 teams (focused team) Cluster Head for Cable from Fiscal April 2017 to August 2017. Managing 4 Teams and SME Team. Handling Transition Classes for 30 days. POC for the recruitment process for the account. Managing Training Modules for the program. POC for Cable Sales and RepSat and QA performance. Support the data collection for billing process, including ISRS, billable/non-billable hours. Development, maintenance and testing of the project's business continuity plan. POC for recruitment process for the account (profiling/assessment/interview). Chat/Email responses to handle customer’s managers chat complain and monthly chat time to know customer trends and concerns. Cluster Head (Operations Manager OIC Trainee)- January 2013 to September 2016 (West Triple Play).Customer Service/Technical Support/Sales. Managing 5 Teams with 80 agents POC for West Sales and VOC Metric for West IP (Internet/Phone) Support and West DP (Cable/Internet) Support. Work with Sales Operations to provide input into sales tools and support materials Define best practices for how to support a sales opportunity. Aid in the transition of signed deals from Demand to Fulfillment. Analyze performance results and implement department improvements. Plan for upcoming organizational needs and implement strategies in a proactive manner. Analyze and maintain all Client Service Level Agreements. Ensure department operates efficiently according to client and company measures. Maintain understanding of client specific training. Resolve escalated customer complaints. Determine appropriate staff-mg levels and implement strategies to ensure the efficient operation of the department. Work with support departments to ensure staffing strategies are effectively executed. Achievement of budgetary measurements. Maximize revenue generated efficiency. Support long and short term financial projections. Responsible for expense management. Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization's policies and applicable legal requirements. POC for recruitment process for the account (profiling/assessment/interview). Team Lead since January 2012 Effectively interact with my team members and demonstrating a genuine interest in team. Coach team on their performance. Communicate positive as well as negative feedback. Consistently monitor team performance. Develop relationships within supporting business. Use and promote Company recognition programs and understands the direct correlation between recognition and retention. Meet or exceed all deadlines for reporting. Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution. eCare/West IP Tech agent from February 2011 to December 2011 (Internet/Phone) Support. Provide best-in-class customer service and problem resolution to customer queries over the voice based phone service and chat/email support. Meet customer requirements through first contact resolution. Prepare complete and accurate work and update customer file. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Handles 2-4 customers at the same time through chat/email support. Make sure of customer satisfaction and hit metric targets. September 21, 2009 to February 18, 2011 (Transcom Asia) CAE/ATL Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members. Coach team members on their performance on a regular basis, Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training. January 16, 2009 to September 1, 2009 (Teletech Bacolod) TSR (Technical Support Representative/SME). Provide best-in-class customer service and problem resolution to customer queries over the voice based phone service. Meet customer requirements through first contact resolution. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Prepare complete and accurate work and update customer file. Support 3 teams in making sure to answer inquiries, knowledge based information and update for phone repair. September 2006 to December 2008 (Mang Inasal Bacolod) Bacolod Store Manager Appointed to key Area leadership role to rejuvenate branch performance and manage 1 Branches in Bacolod Transformed operations, quality of service and staff morale, with success delivered Including improving audit from “poor” to “very good” rating and branch performance. Implemented highly effective people development programmers, including mentoring and Training, substantially improving morale, client satisfaction and overall branch performance. Reduced customer complaints by 99% in three months through providing leadership, coaching and an escalation point to customer facing staff. August 2003 to August 2006 (Alessandra Foods Corporation- Burger Machine) Area Manager Implemented highly effective people development programs, including mentoring and training, substantially improving morale, client satisfaction and overall branch performance. Established tracking systems which facilitated visibility and progress of company’s file and records. Introduced processes prior to files being sent for underwriting, ensuring eradication of errors of Profit and Losses reports and declaration of sales enhanced quality and resulted in zero files requiring return. April 2002 to March 2003 (Jollibee Corporation) Store manager Transformed operations, quality of service and staff morale, with success delivered. Reduced customer complaints and providing leadership towards employees. Highly responsible in assuring the production area will meet the requirement in assuring the needs, replenishment and inventories in a timely manner. March 2001 to March 2002 (PO’s Marketing) Supervisor Able to meet sales requirements in order to reach the requirements and monthly sales quota as a Sales Supervisor. Ensure that bookings made by Sales Agents under my supervision will be addressed accordingly. Intensive follow up and monitoring to all Sales agents Customers for Credit Investigation and possible approval is highly done. Personally assisting Agents in every delivery to ensure superb customer service and for possible repeat orders. Making sure that allowances and incentives will be processed on time and be received on time. Personal Data Name: Ronald P. Calabon Jr. Nickname: Kian Birthday: August 5, 1982 Birth Place: Manila Status: Single Educational Background: Graduate School: University of West Negros University Masters IN Business Administration- College: University of West Negros University Bachelor in Commerce- Major in Business Administration-