Tito Pascual

Table of Contents: ● My Work Philosophies ● Career Goals ● Resume ● Sample Business Portfolio ● Skill Areas My Work Philosophies Career Goals Resume Tito F. Pascual III Appen Recruitment Team Lead Inclusive Date: September 29, 2014 – November 15, 2019 • ​Supervision, Quality Management, Staffing, Delegation of task, Performance Management, Foster Teamwork, Self-Development, Provide Feedback as Needed Tasks includes: - Maintains staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities. - Accomplishes staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results; conducting training; implementing enforcing systems, policies, and procedures. - Maintains safe and healthy work environment by establishing and enforcing organization standards; adhering to legal regulations. - Completes operations by developing schedules; assigning and monitoring work; gathering resources; implementing productivity standards; resolving operations problems; maintaining reference manuals; implementing new procedures. - Provides quality service by enforcing KPI’s. Offsourcing Philippines Inc. Customer Service Representative Araullo st., Davao City Inclusive Date: July 4, 2014 – September 27, 2014 • A liaison between customers and companies. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries. Tasks − − − − − − − − − − − includes: Resolve customer complaints via phone and email. Verifies account information. Greet customers warmly and ascertain problem or reason for calling. Cancel or upgrade accounts and Placing or canceling of orders. Assist with placement of orders, refunds, or exchanges. Advise on company information. Take payment information and other pertinent information such as addresses and phone numbers. Answer questions about warranties or terms of sale. Suggest solutions when a product malfunctions. Attempt to persuade customer to reconsider cancellation. Inform customer of deals and promotions. − Sell products and services. − Handle changes in policies or renewals. − Teleperformance Technical Support Representative: 4th Floor Sm City, Davao City Inclusive Date: February 10, 2014 – June 21, 2014 • Provide technical and network problem resolution to end-users (Comcast customers) by performing a question diagnosis while guiding users through step-by-step solutions. Task Includes: − Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet; − Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; − Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; − Diagnose and resolve technical hardware and software issues involving internet connectivity and Cable problems. − Identify and escalate priority issues per Client specifications; − Accurately process and record call transactions using a computer and designated tracking software; − Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business; − Organize ideas and communicate oral messages appropriate to listeners and situations; − Stay current with system information, changes and updates VXI Global Solutions Technical Support Representative: 2nd Floor Robinsons Cybergate, Lanang, Davao City Inclusive Date: October 2012 - June 2013 • Takes in technical support calls for U-verse subscribers of AT&T Task Includes: − answer incoming customer calls and provide assistance for registration, email creation, physical line signal testing, modem/filter set-up, plus email, browser, and modem troubleshooting − interact and coordinate with other departments to resolve customer issues − interpret customer records and repair tickets − − − − − − − − may be asked to sell additional products or services make computer notations while speaking with the client may work with outside vendors to restore customer service test, analyze and clear customer reported trouble Internet connectivity (Email, Wired and Wireless connectivity, wired and wireless Printer’s connectivity) Billing issues (PPV subscriptions, adjustments, credits, etc.) In-home tech dispatch DVR and Remote configuration and troubleshooting Enterprise Bank Incorporated Branch Manager: Bajada Bldg. J.P. Laurel Ave., Bajada, Davao City Inclusive Date: August 2010 – July 2012 • Responsible for overseeing and coordinating all operations of a branch. Hiring and traning staff, building rapport with customers and the community, creating and implementing strategies to improve productivity, deposits, sales and collection performance in efforts to achieve the financial targets of the branch. Task − − − includes: Identify, evaluate and manage strategic risks and opportunities. Ensure compliance with company and industry policies and procedures. Increase the overall productivity of the branch by implementing relevant employee training, budgeting effectively, eliminating inefficiencies and capturing growth opportunities. − Maintain fruitful relationships with current customers and establish good relationships with new ones. − Develop and oversee sales and marketing strategies. − Manage daily operations, especially customer service and finance activities, and make improvements as needed. Sutherland Global Services Subject Matter Expert: Dona Liusa Bldg. Jacinto Ext. Davao City Inclusive Date: June 2008 – August 2010 • Provides a wealth of knowledge and support to agents. Serves as liaisons to the functional area from which they obtained their expertise. Asked for assistance and up-to-date information on a specialty, policies, processes, quality, marketing programs or general contact center issues. Task Includes: − Takes accountability of the team if the Supervisor is not around. − Cascades updates to agents. − Understands, articulates and implements best practices related to his area of expertise. − Definitive source of knowledge, technique, or expertise in a specific subject area, such as business management, information technology, software development, process engineering. − Functions as the organizational ambassador for his knowledge area. − Provides guidance on how his area of capability can resolve an organizational need and actively participates in all phases of the software development life cycle. People Support Customer Service Representative IT Park, Cebu City Inclusive Date: September 2006 – May 2007 • Does book domestic hotel and flight booking services, which include search, itinerary proposal, reservation, exchange and after-sales customer service. Answer clients' questions and handle client complaints Tasks − − − − − − − − − − − includes: Resolve customer complaints via phone and email. Verifies account information. Greet customers warmly and ascertain problem or reason for calling. Cancel or upgrade reservations. Assist with placement of orders, refunds, or exchanges. Advise on company information. Take payment information and other pertinent information such as addresses and phone numbers. Place or cancel itineraries. Attempt to persuade customer to reconsider cancellation. Inform customer of deals and promotions. Utilize computer technology to handle high call volumes. Davao Sta. Ana Hardware Proprietor: Sta. Ana Avenue, Davao City Inclusive Date: March 2006 – September 2006 • Primary task as an entrepreneur is to find a solution to other people’s needs and wants. Task − − − − − − Includes: Perception and identification of business opportunities Assembling of key resources Making money Bearing risk Coming up with creative ideas Innovation Pacific Services and Packaging Enterprise Incorporated Inventory Personnel: Buhisan Tibungco, Davao City Inclusive Date: December 2005 – March 2006 • Maintains records of materials in inventory and on order. Monitors reorder points and initiates action to replenish stock. Reconciles discrepancies in inventories and notifies supervisor of irregularities. Task Includes: − Maintains database, performs physical count of inventory, and reconciles actual stock count to computer-generated reports. − Receives, unpacks, and delivers goods; re-stocks items as necessary; labels shelves. − Processes and documents returns as required following established procedures. − May lead, guide, and train staff/student employees, interns, and/or volunteers performing related work; may participate in the recruitment of volunteers, as appropriate to the area of operation. − Performs miscellaneous job-related duties as assigned. Save on Plus Hardware Office Clerk: Sta. Ana Avenue, Davao City Inclusive Date: February 2003 – September 2005 • Perform duties too varied and diverse to be classified in any specific office clerical occupation, requiring limited knowledge of office management systems and procedures. Clerical duties may be assigned in accordance with the office procedures of individual establishments and which includes combination of answering telephones, typing or word processing, office machine operation, and filing. Task Includes: − Collect, count, and complete banking transactions. − Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders and address complaints. − Answer telephones, direct calls and take messages. − Compile, copy, sort, and file records of office activities, business transactions, and other activities. − Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer. − Deliver messages and run errands. − Inventory and order materials, supplies, and services. − Process and prepare documents, such as business or government forms and expense reports. EDUCATIONAL BACKGROUND: Elementary: Secondary: Tertiary: University of the Immaculate Conception Fr. Selga st. Davao City- Holy Cross of Davao College Sta. Ana Avenue, Davao City- Holy Cross of Davao College Sta. Ana Avenue, Davao City Course: Bachelor of Science in Commerce Major: Management March 2005 CHARACTER REFERENCES: Available upon request. Sample Business Portfolio Business Loans PROGRESS STATUS REPORT - PSR GENSAN-commercial loans only as of November 30, 2011 ACCOUNT OFFICER: Branch : Gensan City Apr-11 GENSAN PORTFOLIO Commercial #N/A Tito Pascual May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 0 4 1 1 5 9 10 11 # of New Clients 1 1 2 1 # of Active Clients 1 2 4 5 Loan Portfolio Actual Total 500,000.00 579,166.67 1,245,833.34 1,344,594.61 1,305,450.48 2,940,900.94 2,962,057.10 3,986,974.53 500,000.00 579,166.67 1,245,833.34 1,344,594.61 1,305,450.48 2,940,900.94 2,962,057.10 3,986,974.53 Loan Portfolio Target Total 416,666.67 833,333.33 1,250,000.00 1,666,666.67 2,083,333.33 2,500,000.00 2,916,666.67 3,333,333.33 416,666.67 833,333.33 1,250,000.00 1,666,666.67 2,083,333.33 2,500,000.00 2,916,666.67 3,333,333.33 Disbursement - Actual Total 500,000.00 100,000.00 700,000.00 150,000.00 - 1,700,000.00 100,000.00 1,100,000.00 500,000.00 100,000.00 700,000.00 150,000.00 - 1,700,000.00 100,000.00 1,100,000.00 Disbursement - Target Total 416,666.67 833,333.33 1,250,000.00 1,666,666.67 2,083,333.33 2,500,000.00 2,916,666.67 3,333,333.33 416,666.67 833,333.33 1,250,000.00 1,666,666.67 2,083,333.33 2,500,000.00 2,916,666.67 3,333,333.33 Amount Due Total - 20,833.33 33,333.33 51,238.73 51,644.13 77,049.54 91,343.84 119,665.90 - 20,833.33 33,333.33 51,238.73 51,644.13 77,049.54 91,343.84 119,665.90 Amount Collected Total - 20,833.33 33,333.33 51,238.73 39,144.13 64,549.54 78,843.84 107,165.00 0 20,833.33 33,333.33 51,238.73 39,144.13 64,549.54 78,843.84 107,165.00 Collection Rate % Total #DIV/0! 100.00% 100.00% 100.00% 75.80% 83.78% 86.32% 89.55% #DIV/0! 100.00% 100.00% 100.00% 75.80% 83.78% 86.32% 89.55% Achievement % Total 120% 12% 56% 9% 0% 68% 3% 33% 120.00% 12.00% 56% 9% 0% 68% 3% 33% Arrears Total - - - - 12,500 12,500 12,500 12,501 0 0 0 0 12,500 12,500 12,500 12,501 PAR Total - - - - - - - - 0 0 0 0 0 0 0 0 PAR Rate Total 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% Past-Due Total - - - - 12,500 25,000 37,500 50,000 0 0 0 0 0 0 0 0 Skill Areas