John Randall Cablao
Customer Service / Business Development / Technical Support / Sales
Mobile: - | Email:-Address: Unit 311 Vitales Condominium, 116-A Vitales St., Malibay, Pasay City 1300 PH
Personal Statement -------------------------------- -----I have established myself in the field of Information Technology, Administration, and Customer Service. I have
since used my talents in the different posts I am assigned to which enhanced my skills with the enthusiastic
driving attitude toward achieving challenges. As a self-motivated individual with excellent communication skills
and leadership qualities, I have the ability to motivate my team members and help them bring out their best. In
my last role, I worked with special projects that surpassed the general tasks and functions of my position which
is why I am now looking to develop my career even further and I do believe that my experience and talents will
help me derive the best results in your organization.
Key Competence -------------------------------- --------
A mobile, independent, and flexible person.
Adapting expertise with the changing environment.
Diligent, target centric and result oriented.
Fluent in written and spoken English.
Excellent customer service skills.
Passed Berlitz and Versant multiple times.
Proficiency in the use of Microsoft Software packages.
Expert researcher and writer.
Proficient with different team collaboration and chat platforms e.g. Slack, Skype, Google Hangouts,
FlowDock, HP Rooms, Lync, and Zopim/ZenDesk.
Education -------------------------------- --------------2010 – 2011
BS in Information Technology
Villa Arca Subdivision, Proj. 8, Quezon City, Philippines
2002 – 2007
BS in Computer Engineering
900 San Marcelino St., Ermita, Manila, Philippines
1998 – 2002
Secondary Education
Our Lady of Fatima Academy
Brgy. 05, Pobl. Gen.MacArthur, Eastern Samar, Philippines
1994 – 1998
Primary Education (Grades 3 – 6)
Project 06, Quezon City, Philippines
1991 – 1994
Primary Education (Grades 1 – 3)
Guadalupe Viejo, Makati City, Philippines
AMA Computer University
Adamson University Manila
Project 6 Elementary School
Guadalupe Viejo Elementary School
Relevant Skills / Qualifications -------------------------
Knowledgeable in a vast number of computer applications and utilities
Can work with Microsoft Operating Systems and Macintosh Systems
Knowledgeable in different versions of MS Office, LibreOffice, and OpenOffice
Knowledgeable in MS Outlook, Windows Mail, SharePoint, and other mail applications
Knowledgeable in TCP/IP, LAN, WAN (e.g. Virtual Private Networking, Windows Server configuration and
installations, etc.) networks and Intranet
Knowledgeable in PC Troubleshooting, Maintenance & Assembly for desktop and portable system
Experienced in phone-support or remote desktop technical troubleshooting, maintenance and hardware /
software installation (Desktops & Networks)
Knowledgeable with Microsoft Operating Systems, a specialist of Windows of 8, 8.1, 10, and a Windows
10 Technical Preview tester
TESDA Certified Web Developer (HTML, Java, etc.) with knowledge in Linux and 3rd party software (Norton,
McAffee, Computer Associates etc.) and Web Applications and services
Finished CCNA Exploration – Network fundamentals and CCNA Exploration – Routing Protocols and
Concepts
Proficient with MS Excel Spreadsheet and Google Spreadsheet
Proficient with MS PowerPoint and Prezi
Familiar with ZenDesk, Zopim, SalesForce, and other CMS
Familiar with SaaS
Willing to work on non-regular working hours, shifting, or on-call basis
Can work independently and under pressure for extended hours
A public speaker with strong verbal and written English
Excellent interpersonal ability, telephone, and customer service skills
Has a stable DSL connection and a backup of up to 7 Mbps and an alternate fiber connection
Professional Experience -------------------------------- CUSTOMER SERVICE MANAGER / BUSINESS DEVELOPMENT MANAGER / APAC SALES MANAGER
CLICKSEND PTY LTD. - www.clicksend.com (formerly Intelligent Technologies)
April 2013 – May 2017
Canning Bridge Applecross WA 6153 Australia
Responsibilities included:
● Provide superior customer support by identifying issues, devising solutions, and accepting ownership to a
successful closure. Provide content for FAQs regarding different issues.
● Resolve customer issues in a timely and effective manner. Ensure effective procedures are in place to resolve
customer issues.
● Lead, manage and direct the all customer service activities. Lead a multicultural and international team.
● Create and maintain daily, weekly and monthly reporting requirements for the company. Report directly to the
managing director of the company.
● Responsible for order entry, message management, data entry in the company ’s CRM.
● Oversee, qualify, and manage sales inquiries and other marketing‐generated leads come from a variety of
sources that need to be regularly monitored (i.e. email boxes, web forms, event marketing, etc.)
● Organize sales and marketing events. Assist with the coordination of seminars and conferences as well as
provide presentations and speeches.
● Manage off-shore local office. Inventory and maintain local company assets. Deal with utility and other service
providers for the operation of the office.
● Manage accounts with the coordination of the different regional manager.
● Liaison between Sales, Quality and other departments to ensure client needs are met.
● Assist with the content development of the company websites and coordinate with different marketing
channels.
● Identify and products and/or services with potential clients. Develop a database of potential partners followi ng
the company’s inception in the different products globally.
● Hire, create manuals, and train staff regarding the different roles, tools, and company policies needed to work
in their respective departments.
● Test, provide content and manuals, market products and services for clients.
● Key player in the company’s decision making.
● Organize events and activities to improve employee engagement.
● Locate accounts that do not follow company policies. Aid with the security measures and intrusion prevention .
Key Achievements:
● Launched four (4) additional products globally and added partners to increase foothold with previous
services in different regions globally.
● Established a local office for company use in the Philippines.
● Established the current world-class customer service team.
● Developed partnerships that improved company revenues.
Reason for Change:
Relative got a terminal sickness that needs attention. Family business got mugged, attendants got
assaulted and threatened. Doing tasks for three roles in and out of work hours but promised raises were
not met.
PRODUCT TRAINER / HP TECHNICAL SPECIALIST
CONVERGYS CORPORATION (Merged with Stream Global Services) - WWW.CONVERGYS.COM
May 2013 – November 2014
10th Floor Two eCom Center Bayshore Ave. Mall of Asia Complex Pasay, Philippines
Responsibilities included:
● Instruct new hire and continuing education program specific training (PST), and communication and culture
training (CCT) if position is for offshore support
● Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated
learning techniques using a variety of training delivery modalities in a live classroom environment
● Complete daily training administrative work such as tracking of trainee data, timekeeping, and other
administrative tasks as required in a timely and accurate manner
● Facilitate transition of trainees from training to work environment, ensuring competency levels meet business
needs
● Adhere to developed classroom agenda/timelines and content flow
● Maintain current product knowledge for each account by taking calls, attending team meetings, side by side
observations, and quality or transaction monitoring
● Strict adherence to the Convergys code of conduct
● Support and participate in continuous improvement initiatives, as applicable including identifying and
communicating areas for curriculum development/enhancement opportunities
● Maintain high level of professionalism in and out of the classroom
● Ensure effective, consistent communication with managers, peers, and other resource groups including day -today informal interaction with clients
● Accountable for achieving individual training performance metric s
● Responsible for day-to-day functional supervision of learners within the program training classroom
environment, including attendance and student progress monitoring for the duration of training, providing
coaching and developmental feedback and readiness recommendations
Key Achievements:
● Established the notebook L.O.B.
● Trained 80% of the leading agents on the floor and most of the current support team of the said L.O.B.
● Mentored a co-trainer to become the next training specialist for the handled program
● Engaged with clients that resulted to added seats provided to the company.
Reason for Change:
Incurred an injury due to high work load. Handling up to two shifts of training per day at times. Received
an offer for a new career opportunity.
ASG / SME / HP TECHNICAL MENTOR
SITEL PHILIPPINES - www.sitel.com
August 2011 - March 2013
12F Robinsons Cybergate Plaza, EDSA corner Cybergate Street, Mandaluyong City 1554, Philippines
Responsibilities:
● Research and recreate issues and derive solutions to them
● Mentor agents with the tool usage, customer service, and technical knowledge
● Take supervisory calls and escalation calls
● Assist agents to quickly resolve customer issues
● Providing expert advice and guidance, and technical assistance to agents using the Socratic Method of
Teaching
Special Tasks:
● Train agents and the support team with new product introduction, processes, and tools
● Create modules for training NPIs
● Gather and analyze data from the operation managers and the support teams
● Accurately get the scores that affect the business
● Creates daily, weekly, monthly, and quarterly reports to be presented to clients
● Project analyst and assistant to the Senior Operations Manager
Key Achievements:
● Identified and reported trends that affect the client’s business
● Got the client’s trust and made me handle reports including all other off-shore support companies that
cater the L.O.B.
● Able to provide resolution to problems with the assistance of the category managers due to a bad
notebook line averting client company losses to counter faulty products.
Reason for Change:
When the SOM left the company, the OMs that reported to me from before are putting pressure and unjust
work load to get back for the humiliation of reporting to someone two-levels below their title. Work hours
reached 100+ hours per week that affected health with no just compensation.
Additional Employment -------------------------------- -QUERY ANALYST / RESEARCHER
ASKMEFAST.COM
APRIL 2014 – JUNE 2014
QUERY ANALYST / RESEARCHER
LiveWork – www.livework.com
JANUARY 2011 – MAY 2011
ENGLISH AS A SECOND LANGUAGE GRAMMAR INSTRUCTOR (PROJECT-BASED)
GRIGGS UNIVERSITY - TAGAYTAY, PHILIPPINES SUMMER CAMP
KM. 72 BATULAO, NASUGBU, 4231 BATANGAS, PHILIPPINES
MARCH 2010 – JULY 2010
ENGLISH AS A SECOND LANGUAGE INSTRUCTOR (PROJECT-BASED)
BMI INTERNATIONAL LANGUAGE CENTER
CCP COMPLEX, PASAY CITY, PHILIPPINES
JULY 2010 – AUGUST 2010
PCOS SUPERVISOR – 2010 PHILIPPINE AUTOMATED ELECTIONS
PLACEWELL INTERNATIONAL SERVICES CORPORATION / SMARTMATIC PHILIPPINES INC.
ARQUIZA, ERMITA 1000, PHILIPPINES
APRIL 2010 – MAY 2010
TSR / CSR / BILLING AGENT
CONCENTRIX - EASTWOOD CITY
G/F E-COMMERCE PLAZA BLDG., EASTWOOD CITY CYBERPARK, QUEZON CITY 1110, PHILIPPINES
2009 – 2010
MATERIAL ACQUISITION-EQUIPMEN T COORDINATOR (PROJECT-BASED)
EASTERN SAMAR ELECTRIC COOPERATIVE, INC.
BORONGAN, EASTERN SAMAR, PHILIPPINES
2009 – 2010
TSR – CHRONIC CALLERS GROUP (TIER 5)
TELETECH CUSTOMER CARE MANAGEMENT PHILS.
BLDG. F 1000 BAY BLVD. BAY CITY, PASAY CITY, PHILIPPINES
MARCH 2008 – MAY 2009
ON-CALL IT STAFF / DESKTOP SUPPORT TECHNICIAN
TM-11 ENT. / NAVI INSURANCE COMPANY / FOR THE ISLANDS ENT. / MRG PRINTING SERVICES
2003 – 2011
Volunteer Experience -------------------------------- ---DIRECTOR OF OPERATIONS / LOGISTICS SUPPORT
SUNGKOD – SYNERGY OF UNWAVERING NATIVES GEARED TOWARDS KEEN OPTIMISM FOR DEVELOPMENT
November 2013 – March 2014
Disaster and Humanitarian Relief for the Typhoon Haiyan (Yolanda)
------------Re fe re nc e s Ava ila ble Upon Re que s t ------------
