Edbert Lemuel B. Domingo

Edbert Lemuel Bisquera Domingo Address : # 6 Sta . Scholastica Vill. Baguio City Contact Number : (+63) 905 - 701 – 4154 Land Line: (074) 442 – 14 - 63 Email :-Skype ID : edbertlemuelbdomingo Social Security Number :- Tax Identification Number :- OBJECTIVE : - To be in a Quality Assurance Associate, Team Leader/Supervisor, Recruitment Associate, Customer Service Associate (Email, Phone or Chat), Technical Support Associate position utilizing my Education and Skills with experience in a Pioneer BPO/Online Working Environment Industry/Company PERSONAL QUALIFICATION : - Strong English communication and presentation skills, self-motivated and customer / people oriented Educational Background : High School College Course Graduated Name of School School Year Saint Louis Boys High 1989 to 1994 Saint Louis University Baguio Colleges Foundation 1995 to 1996 Bachelor of Arts in Mass Communications 1997 to 2000 Edbert Lemuel Bisquera Domingo Page 2 of 6 ___________________________________________________________________ Employment Record October 2015 to June 2016 Upwork – Google Speech Development Large Group Talent Specialist - Sending invites to Freelancers within the - Handled monitoring of online interview forms to check for qulifications/possible match. - Handled issuing of contracts to qualified Freelancers to work on the project. - Handled overseeing of the progress of the project being assigned by checking on a centralized form and sent out emails advising the Freelancers of the progress being made. - Handled releasing of payments to the Freelancers upon successful completion of the project assigned. - Handled technical issues experienced by the Freelancers while working on the project by contacting the Technical Team in behalf of the Freelancer. Edbert Lemuel Bisquera Domingo Page 3 of 6 ___________________________________________________________________ July 2014 to July 2015 Luxor Corporation Project Manager for Luxor Corp. - Ensured productivity of agents in production (16 Agents). - Handled communications between the agents and the Operations manager and the company owner. - Handled escalations such as returns, refunds and exchanges and the eligibility of said claims. - Handled uptraining as well as coaching to agents who had a hard time in production. - Handled problem tickets via the Kayako ticketing software and changed statuses appropriately. - Ensured roll-outs regarding new policies and procedure are implemented upon release. - Handled progress reports per agent on a weekly, monthly, quarterly and annual basis. Edbert Lemuel Bisquera Domingo Page 4 of 6 ___________________________________________________________________ March 2012 to May 2014 Customer Contact Channels Inc. Quality Analyst for T-Mobile U.S.A - Monitored (Live, Remote) Agents and scored them based on their Tools Proficiency and Product Knowledge - Ensured Agents followed Policies and Guidelines set by Clients - Provided feedback in each and after every monitoring session. -Answered Escalation Calls when necessary -Back-up recruitment officer. April 11 2009 to January 2012 24/7 Customer Phils. Inc. Level 2 Technical Support Rep. for Time Warner Cable and Bright House Networks USA - Assisted customers in troubleshooting Internet Connectivity issues -Assisted customers in basic Home Networking configuration -Scheduling of Truck Rolls (Tech. Dispatch) Edbert Lemuel Bisquera Domingo Page 5 of 6 ___________________________________________________________________ August 2007 to March 2009 Teletech Incorporated ACE Coach for T-Mobile USA - Monitored (Live, Remote) Agents and scored them based on their English Communication skills - Ensured Agents meet specific Client metrics set regarding usage of the English language - Provided feedback in each and after every monitoring session. January 2006 to August 2007 Sykes Asia, Philippines Inc. Quality Analyst for Qwest Broadband - Monitored (Live, Remote) Agents and scored them based on their Tools Proficiency and Product Knowledge - Ensured Agents followed Policies and Guidelines set by Clients - Provided feedback in each and after every monitoring session. Edbert Lemuel Bisquera Domingo Page 6 of 6 ___________________________________________________________________ Character References John Michael Rivera Supervisor Client Logic Phils. Inc. PEZA Compound, Loakan Rd. Baguio City - – 8502 Christian Zapanta Team Leader – Sykes Asia Incorporated 4th Floor K – Pointe Building, Gilmore St. New Manila, Quezon City 1112 - – 7112 Stella Ma. De Guia Ex – Director Department of Tourism General Lim St., Baguio City 2600 (074) 442 – 2394 David Anthony Palisoc Team Leader 24/7 Customer Inc. Valero St. Makati City - – 8863 Ma. Kristina Ilagan Quality Manager Customer Contact Channels Inc. Bonifacio Global City Taguig - – 6675 Francis Urutia Prod. Supervisor Customer Contact Channels Inc. Bonifacio Global City Taguig - - 2659 http://www.speedtest.net/my-result/- DXDIAG / COMPUTER SPECIFICATIONS : -----------------System Information -----------------Time of this report: 8/12/2013, 17:23:35 Machine name: HP Operating System: Windows 8 Single Language 64-bit (6.2, Build 9200) (9200.win8_gdr-) Language: English (Regional Setting: English) System Manufacturer: Hewlett-Packard System Model: HP Pavilion m4 Notebook PC BIOS: F.04 Processor: Intel(R) Core(TM) i5-3230M CPU @ 2.60GHz (4 CPUs), ~2.6GHz Memory: 4096MB RAM Available OS Memory: 3986MB RAM Page File: 1734MB used, 3018MB available Windows Dir: C:\Windows DirectX Version: DirectX 11 DX Setup Parameters: Not found User DPI Setting: Using System DPI System DPI Setting: 96 DPI (100 percent) DWM DPI Scaling: Disabled DxDiag Version:-bit Unicode