Ian Carlo U. Manlapaz
08, Executive Hills, Brgy Dolores, Taytay, Rizal--
Career Objective
A committed and well-motivated young person who aspires to hold a position where he will be able to interact with customers on a daily basis. Highly articulate & having a clear friendly voice, Ian is more than able to offer concise & polite assistance in a phone conversation. He is currently looking for an exciting opportunity in a customer focused environment, where he will be able to deliver a high quality service & support his employer’s vision.
Skills and Abilities
Writing Skills
Write creative copy for catalogs, brochures and other direct mail projects.
Research and conceive newsletter articles.
Produce variety of business materials, including: letters, reports, proposals and forms.
Compose essays using APA or MLA format.
Proofread and edit all referenced written materials.
Communication Skills
Promote products and services; generate leads and initiate sales.
Establish and improve client communications; maintain ongoing relationships.
Address customer inquiries; interpret and deliver information; propose suggestions; provide guidance; identify, investigate and negotiate conflicts.
Conduct surveys and analyze results.
Serve as representative and liaison.
Computer Skills
Adept at basic Microsoft tools such as MS Word, Excell, Powepoint, etc.
Trained and efficient at using tools provided by Sitel and Capital One such as TSYS, Iris, Chordiant, CRWEB, etc. and also US Government provided tools like Lexis Nexis and Credit Browser.
Training Attended
Foundations of Leadership Excellence Course(FLEX), 2009
Advanced Leadership Course(ALC), 2009
Leadership Excellence Achievement Program(LEAP), 2009
Previous Employer
Accenture Philippines
Virgin Media Business account
Order Manager
September 22, 2015 – February 07, 2017
19,000.00 php
Premier BPO
SESAC account
Music Licensing Consulltant
May 2, 2015 - July-,500.00 php
Collection House International BPO, Inc.
Collections Officer
March 13, 2015 - March 19, 2015
20,000.00 php
Sitel Philippines
Capital One account
Senior Fraud Account Specialist, TIER 2
April 2014 - November 2014
17,000.00 php
Responsibilities Handled
On Call Responsibilities
Answer calls and call customers whose accounts are related or suspected of possible fraud.
Effectively and efficiently verify the customer.
Inform customers about the process that he/she will go through along the way.
Apply human connection while at the same time abide the rules and regulations of Capital One in the process.
Clear the concerns and provide further information to prevent future fraud concerns.
Off Call Responsibilities
Attend coaching sessions and team meetings at a specific time to further enhance both the team and individual performances.
Email customers on updates regarding their orders(broadband or phone line) with Virgin Media Business.
Report to work on time.
Achievements
Back to Back Executive WOW! Caller (June 2014 - July 2014)
Reached Tier 2 prior to Regularization (September 2014)
Recieved a verbal commendation from a customer (November 2014)
Recieved an e-mail commendation from a customer (December 2015)
MIA Top Performer of the Month(February 2016)
Top NPS Score for the Month(January 2017)
Education
Far Eastern University
B.A. In Mass Communication
Undergraduate, 2009 - 2014
Personal Details
Date of Birth:-
Languages known: English, Tagalog
Hobbies: Reading books, Making friends, Playing computer games
