Al Tan

AL H. TAN Home Address: 577 Calero St. Tibag, Tarlac City Philippines, 2300 Tel (Mobile) : (- Email :- EMPLOYMENT HISTORY DYNAMIC SERVICES INTERNATIONAL INC. Account: PowerCCTVs.com/VerifireCCTV.com Position: Virtual Assistant/Technical/Sales Manager Date of Employment: June 01, 2015 to Present (Flexible time) Work Description: ● Virtual Assistant/Technical/Sales Manager ● Provides answers to technical inquiries from Voice, Chat, and Email queue. Assistance includes remote access using TeamViewer and Step by step guide to resolve the issue. ● Provides sales pitch on inquiries about the product and how it works and why they need it. ● Provided credible search results on any technical inquiry from my Boss (owner of the company) on anything he wanted to know. Research like new products, how the product works, where to buy, who are the competitors, and specification comparisons. ● Conducts weekly meetings to check progress on tasks designated to the point person. Creates a summary after every meeting on the agenda and accomplishments of each team member. ● Delegates task for specific people with the skills to finish the job quickly. ● Content management on articles to be published on the company’s website. Edits content if necessary from the Word Press platform. ● Creates technical articles to be published on the company’s website. ● Answers Technical Supports inquiries to CCTV customers with a Video Relay subscription. ● Provides quotation and collaboration on local/international CCTV projects. ● Provides On-site project management which includes materials, labor, and transportation estimates. ● Shares to the team valuable content using Dropbox, Google Drive, and Mega. ● Knows how to operate CRM such as Vtiger CRM and Rent Manager CRM WILD BOBBY BRANDS Position: Order Fulfillment Specialist and E-commerce product lister Date of Employment: February 15, 2021 to May 13, 2022 Work Description: • Processed customer orders from eCommerce stores - created batches, fixed critical information like delivery address, courier to be used, duplicates, and others. • Customer service management on all eCommerce platforms (Amazon, eBay, Walmart, Etsy, and Shopify) – replied to all customer inquiries and requests. Created and maintained a tracker to monitor the trending inquiries and issues. • Product listing of items – listed products manually or with the use of an automation tool on Etsy, Shopify, Amazon, Walmart, and eBay. • Weekly Shipping Audit – checks on each batch if all were shipped or something was not delivered or missing. INTELLIGENT GREEN SOLUTIONS Position: Recruitment Coordinator Date of Employment: July 3, 2017 – March 23, 2018 Work Description: • Pre-screened and Interviewed applicants from Indeed.com • Scheduled phone interviews, face to face interviews and add them to the interviewers’ calendar • Called references to confirm previous employment of candidates • Reported the status of each candidates and submitted them to the office manager • Created daily end of day report with how many were interviewed • Sent out MVR form for further checking of candidates’ driver's license • Have used RingCentral for calls and SMS IBM MALAYSIA SDN. BHD Position: Support Assistant - Helpdesk Coordinator Clients Handled: 5-8 clients Date of Employment: December 2, 2013 to May 27, 2015 Work Description: ● Calendaring • Set up meetings for the clients and look for available slots for the invitees • Accepted meeting invites if time and duration are available on clients’ calendar • Gave updates to clients on changes that happened at accepted meetings. ● Travel Reservations • Created a travel itinerary based on the client’s requirements. Reserves hotel, flight, and car for the client using an online travel reservation (OTR) tool that is linked to AMEX business travel • Updated clients for any changes on itinerary coming from Airlines, hotels, and Car services. ● Expense Reimbursement • Created expense report for the client using IBM proprietary tool WWER. • Tracked submission of the created expense report and reimbursement to the AMEX card SUTHERLAND GLOBAL SERVICES Position: Account Manager Accounts Handled: ● Play.com – February to May 2012 ● DirecPath – June 2012 to May 2013 ● Cornerstone – January to September 2013 Date of Employment: February 22, 2012 to September 23, 2013 Work Description: ● Developed a long-term strategy and manage day-to-day operations and maintain a regular flow of communication with internal and external clients in order to ensure all client and internal requirements are met. ● Maintained financials (P&L), Budgeting, and Contribution margin of the program, Forecasting and planning for 90 days to look ahead of potential expenses and profits of the program. ● Reported to Site Director, Business Director, and VP on daily, weekly, and monthly operations performance output, opportunities that need to be addressed, and action planning. ● Maintained a regular schedule of live program monitoring to assess retention of skills taught in training as well as the quality of staff performance. ● Motivated and Professionally lead a team of Team Managers/Sr. Team Managers. ● Created an environment measured by quality-based results and possess analytical abilities. ● Delivered well-organized monthly, quarterly, and annual program reviews to senior management in addition to external clients. ● Coordinated and assisted in the career development of Team Managers and Consultants. ● Coordinated and assisted in delivering staff training (categories may include sales, customer service, information systems, and product). SUTHERLAND GLOBAL SERVICES Position: Senior Team Manager Account Name: Play.com Customer Care Voice Date of Employment: April 27, 2009 to February 2012 Account Name: McAfee TS and CS – Hybrid Date of Employment: July 17, 2008 to April 26, 2009 Work Description: ● Worked as an Account Manager Apprentice during the 3rd season (2011) of Play.com. o Scheduled internal and client meetings to discuss daily performance. o Executed and maintained program management processes and activities. o Directed the coordination of all implementation task-based on the action agreed plan by the Senior Account manager and Business director. o Responsible for cascading ramp-down information to consultants who are part of the list. ● Handled Support escalations team during ramp season. ● Build, coach, and directed a team of employees into a highly responsive team that meets the required performance standards. ● Ensured that all pertinent information to agents is disseminated in a timely manner. ● Reviewed and communicated daily performance, quality, and attendance reports at the individual and team levels. ● Provided all agents with the appropriate tools needed to perform daily tasks. ● Monitored performance of agents on a daily basis, evaluate and document their performance, and assist them in performing at peak levels. ● Made the decision to remove staff members who have consistently not met stated objectives. ● Provided staff with structured feedback on performance results. ● Drove program to meet/exceed stated metrics. ● Kept Directors/Managers appraised at all times through the timely completion and submission of all requested program reporting. SUTHERLAND GLOBAL SERVICES Position: Senior Agent (Subject Matter Expert) Account Name: Comcast TS- McAfee Date of Employment: July 23, 2007 to July 16, 2008 Work Description: • Be available to answer Q&As and escalations from agents. • Tracked queries from the floor via Sutherland Global Tracking System • Assisted the team in providing refresher training, as deemed necessary by Operations and Quality • Delivered reports on time as requested by the client and/or management • Other duties as assigned by the Team Supervisor or Program Manager. • Helped the team in providing good metrics through coaching. AMBERGRIS SOLUTIONS INC. (TELUS) Position: Technical Support Agent Account Name: DELL USA Badge ID: 497093; Rep ID: 136420 Date of Employment: June 19, 2006 to July 21, 2007 Work Description: ● Provided Technical Support to Dell Customers in the US both printers and Dimension System Desktop with Windows XP and Windows Vista OS. ● Provided Support to Team members in times of escalation and difficulties with certain issues of both printers and desktops. ● Helped the team in providing good metrics to the team. ACSYSTEMS INCORPORATED Position: Technical Officer Date Employment: September 19, 2005 to April 5, 2006 Work Description: ● In charge of Technical Details of VoIP Phones and VoIP Gateways. ● Installation of the LAN setup of the company and other clients. ● Corresponded to Technical Support and Troubleshooting of VoIP Phones. ● Sales and Marketing of VoIP Phones ● Created company website using MS Frontpage and flash tools for animations NETOPIA INTERNET CAFÉ Position: Head Technician Date Employment: November 23, 2004 to September 17, 2005 Work Description: • Maintenance and Troubleshooting of Internet café’s local area network and internet configuration. • Corresponded to the technical assistance of customers in their internet needs. • Advance Desktop Publishing (ADTP) point person. Responsible for making calling cards, invitations, stickers, menus, certificates, and labels. PARTYLINE CAFÉ INTERNET CAFÉ (FORMERLY CSI) Position: Senior Technical Engineer Date of Employment: January 22, 2004 to November 22, 2004 Work Description: • Installed PC router using Fedora Core Linux and administered its important service like SQUID proxy server, DHCP, FTP, IPTABLES, and firewall setting. • Maintenance of office and café’s local area network and internet configuration. Installation of new software and games for the cafe. CONVERGENCE SOLUTIONS INCORPORATION (CSI) Position: Technical Support Engineer Date of Employment: July 2003 to January 21, 2004 Work Description: • Maintenance of the server with different services like POP, SMTP/IMAP, FTP, DNS, and radius authentication running in Redhat Linux. • Setup client’s individual dial-up and corporate internet account. • • Performed technical support and marketing of our dial-up services via e-mail, chat, and phone line. Maintenance of office and café's local area network and internet configuration. SPI TECHNOLOGIES INCORPORATION Position: Data Imaging Technician Date of Employment: January - June 2003 Work Description: • Enhanced images using Photoshop with its built-in filters that made images clearer and readable. • Compiled enhanced images to the company’s database • Processed enhanced documents into portable data format (PDF) using PageGenie and Adobe Acrobat Reader. ACHIEVEMENTS/ACCOMPLISHMENTS ● Dropshipping 101 (July 2018) ● Trade Shows Attended (Las Vegas, Nevada): o International Security Conference & Exposition – ISC West (April 11-13, 2018) o InfoComm 2018 ( April 16-20, 2018) o NFPA Conference and Expo 2018 (June 11-14, 2018) ● Lead 200 Graduate (Account Management Training) ● Platinum Tenure (5 years) ● SuthLite Graduate / Lead 100 ● Best Team of Play.com (Sept-Oct 2010) ● Bravo Awards – Best Supervisor July 2010 ● Platinum Leadership Award – January 2011 ● GTS – Global Tracking System of Play.com – Point person assigned to update and upgrade the new GTS that is being used by Play.com ● Establish Play.com in Tarlac as a startup account – streamline the process of play.com with the coordination of the Client and Sutherland Support Team. SKILLS LIST/SOFTWARE KNOWLEDGE • Lead Generation (LinkedIn, Instagram, and Cold emailing) • E-commerce customer support (Voice/Email/Chat) • CRM tools – V-tiger and Siebel • WordPress and Shopify Setup • Freshdesk Setup and Zendesk Support App • Team Communication tools – Slack and ASANA • Order Fulfillment - Shipstation EDUCATIONAL BACKGROUND Saint Louis University (Philippines) Bachelor of Science in Electronics and Communications Engineering October 2001 PERSONAL INFORMATION Date of Birth : March 28, 1979 Marital Status : Married Religion : Roman Catholic Height : 5 feet 10 inches Spouse Name : Karen N. Tan Languages. : English and Filipino Passport No. : P-A I hereby certify to the correctness of the foregoing resume: ---------------------------------AL H. TAN ***References are available upon request