Ryan Macapagal

 RYAN DEO MACAPAGAL 1883 Receiver St., CAA road Las Piñas City- •- A talented dynamic contact center solutions professional and BPO recruitment specialist with demonstrated background in technical support and customer service professional orientation Summary of qualifications: • Highly conversant and confident, strong communicator with above average fluency in English language. • Self starter with the ability to multi task • Achieved an average of 95% satisfaction rating in performance while maintaining excellent metrics. • Sales and merchandising experience with track record in exceeding sale quotas • Highly efficient in MS office applications, Windows OS platforms, E-mail and internet savvy, and thorough background in basic programming languages. • Information Technology competitive with knowledge on modern office equipments. • Adept at building powerful working relationships with diverse range of clientele. Professional Skills: Created a profit center from the previous financial liability of custom work and increased the bottom line by $1.5 million in the first 3 quarter of the year as part of the support team. Served as a tier 2 support (subject matter expert) for previous contact center and streamlined escalation processes to expedite solution implementation. Improving customer service based on client feedback through the development of new policies and procedures. Successfully handled all public relations issues. Generated repeat business through successful client follow-up. Well rounded Generalist with excellent project delivery skills. Professional history: E-telecare Global Solutions Jan 2006 – July 2006 North Gate Plaza A, Alabang, Muntinlupa City Quickbooks Business Application Support ADP July 2006 – July 2009 Glorietta 2, Muntinlupa City Implementations Specialist for in-house account General Reports Cognizant Technological Solutions Aug 2009 – Oct 2011 McKinley Hills, Taguig City Union Bank of Switzerland Program Analyst UBS AG Convergys Oct 2011 – Dec 2014 Glorietta 5, Makati City American Express Fraud Research Analyst Iqor Phils. Inc. Jan 2015 – Sept 2016 Robinsons Dasmariñas, Dasmariñas City, Cavite Credit One Bank Online Research Request Specialist / Escalations Freelance Professional History: Technical Education Skills Development Authority (TESDA) 2011 – present Region 4A Calabarzon St. Aloysius Gonzaga Skills Training CenterNovecho Global Solutions Summerwind Skills Training CenterVerbalize Business Consultancy Services Novecho Training and Technical Institute Le Premiere Language Lead Trainer and Recruitment Specialist English Proficiency NCI, Finishing Course for Call Center Agent NCII, Contact Center Services NCII, Communications and Cultural Training Coach Educational Background: Computer Science S.Y. 2003 -2007 College of St. Adeline Institute of Computer Studies Sucat Road, Parañaque City Computer Skills: Has a through knowledge in B.A.S.I.C. programming languages including: • TBASIC, TPASCAL, C, C++ •HTML, XHTML as a web page design specialist. Comprehensive in desktop publishing and photo shop Above average skills in different Windows / Mac Platforms, MS Dos Strong background in DSL networking, VOIP technology Has intensive coursework & competitive analytical skills on basic / advanced system hardware / software troubleshooting