Branlord F. La Paz

BRANLORD F. LA PAZ Permanent Address: 098 Dahlia Street, Purok 3, Central Fairview, Baguio City, Benguet, Philippines 2600 Mobile Number: - Email Address:-WORK EXPERIENCES: CHANGING WORLD IMPORTS, LTD. Customer Support Manager – Amazon Seller (Part time) Silent Mind – Singing Bowls Online Homebased Job August 2017 – January 2018 Tasks: - Mapped a customer support process to help client’s business approach Handling a team of CSS (Customer Support Specialist) Respond to customers’ email inquiries, concerns and complains in a timely manner using GrooveHQ. Intensively managed negative Amazon Seller Feedback and Amazon Product Feedback. Checked and monitored item replacements, customer refund, item orders and stock in Amazon Product sourcing (more on Data Entry) Lightning Deal tracking -----------------------------RE-ASSIST VIRTUAL SERVICES Virtual Assistant (Real Estate) Ray White IMS Unit 3E, Piao Yan Building, Lower Ferguson Road Guisad, Baguio City August 2016 – June 2017 Tasks: Worked with the largest and leading Real Estate agency in Australia Email handling inquiries about rental property application listings Frontline and pioneer VA in processing rental property applications using main Real Estate systems in Australia CMA (Comparative Market Analysis) Outbound calling to customers (potential tenants) about missing documents or information needed to complete their application Familiar with Australian Real Estate culture Hands on experience in using TICA, 1Form, IRE (Inspect Real Estate), Gmail, Google Docs, Google Drive, Google Spreadsheets -----------------------------COGNIZANT TECHNOLOGY SOLUTIONS (1 year, 5 months) IT Service Desk 1 and 2 [Subject Matter Expert] ALLEGIS IT Service Desk 5th and 6th Floors, 8/10 Upper McKinley Building, McKinley Hill, Taguig City December 2014 – May 2016 Tasks: Worked with one of the largest HR companies in the US First line of IT support for users having technical issues (Phone and email) - Basic to advanced troubleshooting of any hardware, software and networking concerns of clients Trained to be an excellent critical thinker Became a subject matter expert on my latter months and supported colleagues especially newbies in call handling, troubleshooting and all other required tasks As an SME, was able to handle a team composed of newly trained individuals Main tasks include, but not limited to, usage of Active Directory - user account creation and password reset, network drive creation and permission, network printer mapping and access, MS Office applications, etc. -----------------------------ATOS INFORMATION TECHNOLOGY INCORPORATED (1 year) IT Service Desk 1 Chess IT Service Desk (June 2013 – March 2014) Nike Global IT Service Desk (March 2014 – June- Building, Eastwood City, Libis, Quezon City June 2013 - June 2014 Tasks: In house IT helpdesk for users having technical issues (Phone and email) – CHESS IT Basic to advanced troubleshooting of any hardware, software and networking concerns of clients Trained to be an excellent critical thinker Main tasks include, but not limited to, usage of Active Directory - user account creation and password reset, network drive creation and permission, network printer mapping and access, MS Office applications, etc. Transferred to NIKE Service Desk when CHESS Service Desk moved to Malaysia (same tasks done) -----------------------------TRANSCOM WORLDWIDE PHILIPPINES (1 year, 2 months) Technical Support Representative Level 2 Communication Skills Backup Trainer TalkTalk Telecom Group PLC 5thFloor, Frontera Verde Compound, Ugong, Pasig City February 2012 – April 2013 Tasks: - Received calls from customers having issues with their home broadband and landline Basic knowledge on technical troubleshooting (internet) Followed specific set of script and probing questions to assist customers Had 6 months of experience as a backup communication skills trainer Upselling As a Backup Trainer: Created training modules and assessments for trainees One on one coaching with trainees about their class status Attended weekly training and assessments conducted by a lead trainer Did classroom discussions when lead trainer was not available Interviewed potential applicants for product related matters (technical) Award/s: CSAT Champion ------------------------------ CONVERGYS PHILIPPINES SERVICES CORPORATION (2 years, 3 months *accumulated) Customer Service Representative AT&T XBM [Mobile Warranty] AT&T U-Verse (Technical Support Representative) 5th Floor Glorietta 5 Building, Ayala Avenue, Makati City August 2009 – November 2011 Tasks: Received calls from customers having issues with their mobile phone (hardware and software) and plans (prepaid and postpaid) Relayed information about customers’ bill and account status Provided highest quality of customer service Upselling Award/s: CSAT Champion ------------------------------ EDUCATIONAL BACKGROUND: PINES CITY COLLEGES Bachelor of Science in Nursing Magsaysay Avenue, Baguio City Benguet, Philippines 2003 – 2007