Wendell Grant Canillo

WENDELL GRANT CANILLO Executive Assistant / Data Entry Specialist / Appointment Setter / Customer Service / Technical Support-- linkedin.com/in/wendell-grant/ Mandaue City, Cebu, Philippines ABOUT ME With over ten years of experience in customer service, tech support, appointment setting and data Entry, I’ve developed a sharp eye for detail, strong communication skills, and the ability to manage customer relationship management systems with speed and accuracy. These roles have strengthened my ability to manage high-volume data entry and client coordination with precision, while upholding confidentiality and delivering consistent, efficient support. Outside of work, I enjoy watching self-improvement videos focused on fitness, mindset, and philosophy. These topics help me stay disciplined, think clearly, and show up at my best every day. WORK EXPERIENCE MAY 2025 SEP 2025 ATHENA Executive Assistant / Trainee / Associate ● ● ● AUG 2024 FEB 2025 Completed intensive Executive Assistant training, mastering tools and workflows for inbox management, calendar coordination, and remote support Underwent mindset and performance modules to build client readiness, emphasizing ownership, proactivity, and adaptability Passed role-specific simulations and maintained ongoing readiness for client matching through consistent feedback and upskilling MAGIC INC. Data Entry Specialist / Executive Assistant trained ● ● ● FEB 2024 JUN 2022 Maintained 99% data accuracy while transferring 300+ LinkedIn leads daily into Salesforce, streamlining handoffs to sales teams and accelerating outreach Reduced account duplicates by 40% by auditing contact records and standardizing naming conventions, improving data accuracy Increased lead engagement by flagging high-potential contacts during data entry into Salesforce, enabling sales teams to focus on qualified prospects and close faster DUNHILL AUTOGROUP LTD BDC Appointment Setter ● ● ● ● Accelerated lead response time by 40% by implementing a follow-up system and prioritizing high-intent inquiries, resulting in faster bookings and improved client engagement Increased qualified leads by 25% by conducting targeted cold calls and engaging prospects with tailored messaging, expanding the sales pipeline and boosting overall conversions Boosted foot traffic and sales by booking 2–3 test drives daily using targeted outreach and sales rep coordination Improved conversion metrics by using persuasive techniques to convert cold leads, driving more qualified prospects SEP 2021 JAN 2022 HOSTINGER Customer Success Specialists ● ● ● ● OCT 2018 JAN 2021 Resolved live chats daily by troubleshooting technical and account issues, improving customer satisfaction Reduced handling time by efficiently using Intercom and internal tools to deliver fast, accurate solutions Boosted upsell conversions by recommending relevant products based on customer needs Completed intensive product and communication training, enabling high performance from day one ACCENTURE Customer Service Representative [Google] ● ● ● MAY 2016 AUG 2018 Closed daily support tickets for Google Pixel users, focusing on hardware, battery, and connectivity issues Achieved 90% first call resolution by delivering clear, step-by-step troubleshooting across phone, chat, and email, minimizing escalations and boosting customer satisfaction Exceeded support targets by resolving complex Pixel issues on first contact and proactively identifying recurring problems, collaborating with product teams to escalate fixes, which enhanced customer trust and boosted retention ATOS INFORMATION TECHNOLOGY INC. Technical Helpdesk Analyst [Aetna] ● ● ● JUN 2014 SEP 2015 Resolved 50+ information technology support tickets daily by following strict timelines and ServiceNow logging, achieving zero violations and high scores Delivered top performer results for a year by triaging efficiently and prioritizing client needs, cutting resolution time by 30% and boosting satisfaction Reduced ticket escalation by diagnosing root causes on first contact and guiding users through clear, step-by-step solutions, strengthening trust in frontline support RESULTSCX (Formerly The Results Companies) Mentor / Subject Matter Expert [Sprint] (JAN 2015 - SEP 2015) ● ● Improved team resolution by 15% in 30 days by training 5–7 new hires hands-on, speeding up their accuracy and output Elevated call quality scores by 20% by auditing live calls and coaching agents on tone, compliance, and resolution techniques, leading to stronger team performance and customer trust Customer Service Representative [Sprint] (JUN 2014 - JAN 2015) ● ● ● Increased retention by solving 60+ billing and service issues daily through quick analysis and tailored solutions Reduced repeat calls by 20% by analyzing usage and recommending better plans tailored to customer needs Increased customer satisfaction by resolving issues with empathy and clarity, strengthening client loyalty JUN 2012 AUG 2014 CONCENTRIX (Formerly CONVERGYS / STREAM GLOBAL) Technical Support Associate [Dell Computers] ● ● ● Increased first-call resolution by troubleshooting Nook devices (reset, update, Wi-Fi, account sync), reducing repeat calls. Met service standards by confirming device issues and arranging replacements, minimizing downtime. Raised Customer Satisfaction by documenting troubleshooting steps and keeping tickets open until issues were fully resolved, ensuring complete fixes TTEC (Formerly Teletech) Customer Service Representative [Barnes and Noble] (APR 2011 - MAY 2012) OCT 2009 MAY 2012 ● ● ● ● ● ● Improved customer experience by fixing Nook device issues on the first call (reset, update, Wi-Fi, account sync), reducing repeat calls. Resolved account and billing issues by verifying accounts, processing refunds per policy, and re-delivering eBooks, restoring access. Met promised service times by confirming device defects and arranging replacements, minimizing downtime. Technical Support Representative [HP Printers] (OCT 2009 - APR 2011) Improved customer experience by fixing printer issues on the first call, reducing repeat calls. Boosted revenue by recommending upgrades and cartridges, keeping customers printing without delays. Built customer trust by tracking tickets until resolved, meeting promised service times. EDUCATION UNIVERSITY OF CEBU LAPU-LAPU AND MANDAUE Bachelor’s Degree, Nursing PROFICIENCY IN TOOLS TASK EXPERTISE Asana Canva Calendly ChatGPT Discord Google Calendar Google Docs Google Drive Google Mail Google Sheets Google Slides Appointment Setting Cold Calling Customer Service Research Sales Technical Support Task Prioritization Loom Microsoft Outlook Microsoft Word Notion Salesforce Servicenow Slack Teamviewer Zoom Executive Support Inbox & Calendar Management Lead Sourcing Data Entry/Management