日本と海外をつなぐクラウドソーシング

Telus International Philippines

Team Leader

2006/10～

Clark V. Tuason
L4 B1 Blackberry Street Phase 9
Greenwoods Executive Village, Taytay Rizal
(+63910) 061-2223
clarkvtuason@yahoo.com



Objective

Set goals, document efforts and outcomes, and maximize achievements
Capacity to understand and share knowledge of products and protocols
Record of success within field and information-driven administrative roles
To ensure attainment of company objectives thru the most efficient and effective approaches.


Qualifications

Well-versed in active listening techniques, nurturing conversations through appropriate questioning
Case-research, customer relations, document management
Experience prioritizing tasks and completing assignments accurately and on time
Literate in Word, Excel, PowerPoint as well as Internet Applications
Worked on multiple projects under pressure and meet strict deadline
Proficient in English Communication both written and Oral
Proactive, Flexible, Adaptable, willing to learn and be trained
Professionalism required to address concerns of clients while maintaining office efficiency and following standardized procedures and policies


Education

Pasig Catholic College, Pasig City Phils.
BS Business Administration June 2002 – 2005 Undergraduate
Major in Information Management

Dominican College, San Juan City Phils.
BS Business Administration June 1998 – October 2001
Major in Computer Science






Relevant Experience

CentroPeak Property Specialist Inc. Co. Pasig City, Phils.
Computer Encoder
Provided administrative support for new business development group, assisted Account Executives with special projects
Researched prospective consumer market using internet and direct contact techniques

Jollibee Food Corporation, Market Ave., Pasig City
SMART
Provided customer services. Party hosting and party planning.

Ambergris Solutions Phils.
Microsoft XBOX Live! Technical Representative - October 30, 2006 – March 2007
Assisted with developing and teaching new customer orientation of services provided
Provides clear communication through phone or email technical support and excellent customer service solutions to users pertaining to XBOX gaming issues.
Served as consultant to customer problems and queries
Follow through on customer issues that require additional research and escalations in order to provide feedback and recommendations to workflow and management and peers
Educate customers within procedural guidelines to ensure a complete solution to their service questions.
Remain knowledgeable of Microsoft’s product line and service offerings, current industry products and technologies

Telus International Phils.
Reliance Home Comfort CSR - April 2007-2008
Assisted with developing and teaching new customer orientation of services provided.
Served as consultant to customer problems and queries
Educate customers within procedural guidelines to ensure a complete solution to their service questions.
Upsell customers through the recommendation of existing product through their needs.
Process customer transactions and factored sales, discounts, and promotion into the final price

Reliance Home Comfort – Team Leader Officer In-charge - April 2013
Managed and developed Billing & Moves Batch 9


Reliance Home Comfort Quality Assurance Analyst/Customer Experience Coach - November 2008–April 2015
Provide evaluations
Initiates data collection
Coordinates data collection
Creates reports
Uses statistical methods
Assist Quality Manager
Improving customer satisfaction
Reviews project improvement teams and results
Ensures six sigma tools are used
Upsell customers through the recommendation of existing product through their needs.
Process customer transactions and factored sales, discounts, and promotion into the final price



Reliance Home Comfort Team Leader / Supervisor - May 2015 – Present
Manage and develop Billing & Moves Agents
Coach team members on a weekly basis
Provides floor support to team members
Upsell customers through the recommendation of existing product through their needs.
Process customer transactions and factored sales, discounts, and promotion into the final price
Handles escalation calls
Coordinate with clients
Generates weekly report of the team’s metrics
Presents weekly status of the team to Operations Manager
Generates bi monthly payroll
Creates Monthly Scorecard




Trainings attended

EXCEL TRAINING 1 &2 – Feb 2009
POWER TOOLS - Feb 2009
MOC Training - November 2009
Certified TELUS Six Sigma Yellow Belt Passer - July 2010
Leadership Effectiveness and Development Program Certified – July 2012
Coaching Excellence Overview







References Available Upon Request