Ramil Quintana

Ramil Quintana Blk 4 Lot 12 Phase 2, Howard Village, Brgy. Tagapo, Sta. Rosa, Laguna,--https://www.linkedin.com/in/ramilquintana/ OBJECTIVE To obtain a position where I can fully utilize my years of experience in the BPO Industry as a Customer Service Representative, as a Subject Matter Expert and as a Team Lead and collaborate it with the skills I have acquired from my previous jobs. QUALIFICATIONS Leadership Skills • Motivates peers through power of persuasion, positive scripting and acknowledgement • Highly analytical in creating action plan that can develop my team’s performance • Passionately driven to develop minds to increase goals in the field of service. • Highly encouraging in providing someone’s skill development through proper delivery • Knows how to coach or share the knowledge using different techniques such as one on one coaching and even group session. Administrative Skills • Knowledgeable in MS Office ( Word, Excel, PowerPoint etc..) • Extensive multitasking ability. PROFESSIONAL EXPERIENCE August 2021 to Present Customer Service Expert iQor, Santa Rosa • • • • • • Assisted customers in account related issues Resolved and explained billing concerns including account disputes Provided extra mile assistance to provide an exceptional experience Performed basic and extensive phone troubleshooting both hardware and software Worked with tier 2 technical support and 3rd party insurance provider to resolve hardware and software issues. Handled and analyzed customer phone complaints and provide appropriate solutions and alternatives within the time limit February 2021 to August 2021 Customer Care Expert Asurion • • • • Files and Checks Status of Claims Creates escalation and follow-up ticket Assists Customers in account related issues Communicates with different department to resolve issues and ensure quality customer service experience August 2020 to October 2020 Data Imaging Specialist and Senior Recruiter PSG Global Solutions Data Imaging Specialist • • • • • • • • Translated technical information into clear, readable documents to be used by technical and non-technical personnel. Responsible for integrating the graphics generated with automated tools and deliverable documents Managed medical records, applications, drug screens, and criminal background checks for clients Coordinated compliance documents to review utilizing unique vendor management systems Verified state and national license Ensured accurate data indexing of Healthcare Professionals using a database application. Indexed reviews and enters required metadata using a software application within the standard timeframe. Performed a thorough review of submitted application, ensures complete and accurate data entry of required/appropriate information into the company’s propriety software program. • Completed appropriate documentation and notification of any disciplinary actions. Senior Recruiter • • • • • Sourced resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company websites, etc. Conducted phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews. Set up interviews between candidates and hiring managers. Was involved in recruiting passive candidates, through phone calls, emails, and general relationship building. Made recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions. August 2019 to August 2020 Customer Service Representative/ Technical Support / Subject Matter Expert Sykes Asia • • • • • • • • Assisted customers in account related issues Resolved and explained billing concerns including account disputes Provided extra mile assistance to provide an exceptional experience Performed basic and extensive phone troubleshooting both hardware and software Worked with tier 2 technical support and 3rd party insurance provider to resolve hardware and software issues. Handled and analyzed customer phone complaints and provide appropriate solutions and alternatives within the time limit Identified and resolved unstated and adjacent issues that may affect customer's experience in the future Helped customer realize the value of the product and how it will benefit them in the long run September 15, 2016 to August 2019 Customer Service Representative/ Technical Support/ Subject Matter Expert/Team Lead Associate RMS Collect Philippines an iQor Company • • • • • • Assisted customers in account related issues Resolved and explained billing concerns including account disputes Provided extra mile assistance to provide an exceptional experience Performed basic and extensive phone troubleshooting both hardware and software Worked with tier 2 technical support and 3rd party insurance provider to resolve hardware and software issues. Handled and analyzed customer phone complaints and provide appropriate solutions and alternatives within the time limit December 2012 to July, 2016 Head Security M2 The Club • Developed and promoted security protocols and procedures • Provided security to employees and visitors which includes personal security for VIP’s • Reviewed and investigated security breach October 2010 to April 2011 Sales Clerk The Landmark Trinoma • • • • Sold household wares using solid arguments to prospective customers Performed cost-benefit analysis to both existing and potential customers Suggested applicable and relevant up sell to customer Provided good interaction builds rapport towards customer with respect and discipline TRAINING/S ATTENDED Peak Performance Qoaching • • Understanding performance management and Identifying behaviors. Learning different coaching techniques for employee development and accelerating performance. EDUCATION 2008 - 2015 Polytechnic University of the Philippines Sta. Mesa, Manila Undergraduate: Bachelor of Science in Business Administration Major in Medical Transcription 2000 - 2007 Macario B. Asistio Pampano St., Barangay 14, Dagat-Dagatan, Caloocan City, Manila Degree: High School 1994 - 2000 Imelda Elementary School Langaray St, Kaunlaran Village, Malabon City, Manila Degree: Elementary Ramil Quintana