Age: 27

Date of Birth: 12 May 1997

Place of Birth: Quezon City, Philippines

Nationality: Filipino

• Social Media Management
• Content Creator
• Data Entry
• Analytics and Reporting
• Customer Service
• Time Management
• Computer Sofware & Hardware
• Good in Problem Solving and Decision Making

Dhamielyn A. Sarno, MIT, Project Manager

Email: dhamsarno@gmail.com
Contact number: +63 915 832 5769
Company: ProVA

Cherry Gumban, Senior Team Leader

Email: Cherry.Gumban@concentrix.com
Company: Concentrix

Dennis Selvio, Team Leader

Email: Dennis.Selvio@tsagroup.com.au
Company: Telco Services Australia

Rolly Aquino, IT Supervisor

Email: Orlando.Aquino@prudentialguarantee.com
Company: Prudential Guarantee and Assurance Inc.

March 2023 - October 2023

Social Media Manager, Signature Taste (FB Page)

• Social Media Management
• Social Media Plan & Strategies
• Social Media Marketing (Organic)
• Branding
• Content Creation
• Copywriting (Caption & Hashtags)
• Engagement

November 2021 - October 2024

Messaging Agent, Telco Services Australia

• Navigated through multiple systems and customers whilst maintaining customer
engagement through messaging
• Addressed concerns from new and existing Telstra (Telco) customers
• Maintained accurate records of customer interactions and transactions
• Worked towards achievable Customer Service, Saves and Sales targets and KPIs
• Provided class-leading customer experiences
• Data Entry

Achievement:
• Consistently exceeded monthly customer service goals, resulting in positive recognition
from management and getting a monthly incentive.

September 2018 - October 2021

Program Administrator, Concentrix

• Managed and processed open cases and orders, ensuring timely closure
• Provided hourly interval reports to supervisors and clients
• Generated daily reports on agents' attendance for performance tracking
• Created accounts and reset system webtools passwords for agents
• Investigated and addressed the root causes of executive escalations and complaints
• Offered on-the-floor assistance to agents, promoting a collaborative work environment
• Data Entry

Achievements:
• Promoted to Technical Support II for exemplary performance
• Promoted to Program Administrator for leadership and organizational skills
• Improved case and order management leads to faster resolution times
• Provided accurate and timely reporting, enhancing program transparency
• Successfully handled executive escalations, strengthening client relationships

August 2017 - August 2018

IT Specialist, Prudential Guarantee and Assurance Inc.

• Uploaded non-life insurance policies and official receipts upon receiving
emails from the company's bank broker partner
• Acknowledged bank brokers' emails with prompt and informative responses
• Assisted system users with inquiries and provided the necessary support
• Conducted a monthly reconciliation of company records for accuracy
• Contributed to the generation of the company's monthly statement of accounts

Bachelor of Science in Information Technology, Isabela State University

Cauayan City, Isabela, Philippines