Ric Anthony L. Gonzales
Mobile #: (-
Email:-
To gain more knowledge in other related fields offering advancement and to contribute and be helpful to the success of
an organization.
SKILLS
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Effective Communication & Selling Skill. – Yearly got Top Salesman while working at Homes R Us.
Excellent Customer Service Skills. – 2015 Employee of the Year.
Knowledgeable in Microsoft Office programs up to latest version,
Ticketing System for reporting issue, networking tools (f-secure, poderosa terminal, service manager, etc)
Microsoft Outlook.
Microsoft Dynamics Navision
Knowledgeable in video & photo editing programs like Adobe Photoshop.
Knowledge in Computer and peripheral devices.
Highly talented in Configuring & Troubleshooting devices from mobile phones to computer and other peripherals.
SCHOOL EDUCATION
Technical Courses
Kabayan Institute by ITC, United Arab Emirates | August 2015 – November 2015
Graduated | CCNA (Certified Cisco Network Associate), Basic HTML (Web Design), Keyboard/ Piano Lesson.
Bachelor of Science in Civil Engineering
Cavite State University, Indang Cavite Philippines | March 2000 – March 2005
Undergraduate.
AWARDS & CERTIFICATES
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Highest Productivity (Sykes Enterprises, Inc.) | June 2018
CompTIA A+ Certified | June 2016 –June 2019
Employee of the Year 2015 (Lals Group) |Award given May 2016
CCNA Certified (Cisco Routing & Switching) |March 2016 – March 2019
Employee of the Month x 4 (Homes R Us) |Dec. 2012, May 2015, Jan. 2016, Oct. 2017
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International Food Hygiene training with certificates
Customer Service training with certificates
Selling Skills training with certificate
Food safety training with certificate
WORK EXPERIENCE
Senior Agent – T-Mobile Prepaid Account
RMS Collect Inc. (an iQor Company)
March 18, 2019 to May 16, 2019 (training period)
Type of Business: T-Mobile is a United States-based wireless network operator. Its headquarters are located in Bellevue
Washington, in Seattle metropolitan area. Third largest wireless carrier in United States. Provides wireless voice and data
services and also serve as the host network of many mobile virtual network operators.
JOB DESCRIPTION
• Assisting customers on their prepaid account:
- activation
- verification
- refill/payment
- change rate plan & add features
- credits & adjustments
- mobile device unlocks & trouble shooting.
- providing information on customer’s queries.
BVOIP Tier 2 - AT&T Network
Sykes Asia Enterprises, Incorporated
August 13, 2018 to February 15, 2019
Type of Business: An American multinational corporation headquartered in Tampa, Florida. The company provides business
process outsourcing services, IT consulting and IT-enabled services, such as technical support and customer service to world
leader in communications, media and entertainment, and technology and Fortune 10 Company comprised of several
distinct companies and well-known brands.
JOB DESCRIPTION
• Monitor and troubleshoot Cisco and Edgewater managed routers for PRI and SIP handoff.
Network Management Associate - AT&T Tier 1.5 Specialize Services (AT&T TSS/ VPN Tunneling Services/ Remote
Access Services)
Sykes Asia Enterprises, Incorporated
January 8, 2018 to August 12, 2018
Type of Business: An American multinational corporation headquartered in Tampa, Florida. The company provides business
process outsourcing services, IT consulting and IT-enabled services, such as technical support and customer service to world
leader in communications, media and entertainment, and technology and Fortune 10 Company comprised of several
distinct companies and well-known brands.
JOB DESCRIPTION
• Provides Tier 1.5 technical support, assisted technicians and even users facing network problems.
• Performed advanced troubleshooting, diagnostics and provided solutions to network failures
• Excellently handles calls and assisted various customers located in various regions, providing excellent customer service
• Proactively worked on assigned tickets, understanding the severity and the current status of the case, performed needed
actions to further expedite the issue
• Proficiently documents all the information acquired and disseminated to the customer on the ticket for the purpose of
reference both from the customer and internal party
• Worked in coordination with team members, escalating properly to higher tiers and even third-party vendors, to resolve
the issue as quickly and efficiently as possible
• Worked and troubleshoot with Cisco devices such as routers, switches, ASAs, WLC, WAPs and SOHO devices, additionally
AT&T proprietary devices such as VPN gateways and modems.
• Communicate information regarding planned & unplanned events to legal staff
• React to network alarms from monitoring tools.
• Perform basic WAN connectivity troubleshooting and escalate as needed to network providers and / or internal network
engineers
• Assist with 24/7/365 monitoring services
• First point of contact of corporate customers for problem recording and troubleshooting with the aim of resolving or
triggering the most appropriate action to resolve customers T1 and/or network issues through phone/email support
• Engages testing center and Tier 2 for loopback testing of smart jack and CSU/DSU.
• Create, refer, update and escalate trouble tickets to appropriate support groups (i.e. field techs, Tier 2, external vendors)
to ensure fast resolution to meet SLA
• Basic troubleshooting on routing protocols RIP, EIGRP, OSPF, BGP, Static, and Stub Routing
•Handles critical and special customers for more advanced troubleshooting and efficient resolution to the problem.
Handles hot tickets, calls and/or issues.
•Answering escalation thru phone and double checking the troubleshooting steps done by technicians to ensure quality
and accuracy.
•Generates and sends mishandled ticket report if requested by the Manager/Supervisor and/or Team Manager.
SALES EXECUTIVE & CUSTOMER SERVICE EXECUTIVE/ Sep. 2012 – Nov. 2017
Homes R Us Hamriya Dubai, Homes R Us Ajman, Homes R Us Arabian Center Mirdiff UNITED ARAB EMIRATES
September 2012 – November 2017
Type of Business: Complete lifestyle destination showcasing a wide range of home furniture, furnishings, and household
accessories.
JOB DESCRIPTION
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In charge to do multiple jobs in the showroom from Selling to Customer Service task.
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Ensure each customer has an informative and positive experience by using good customer service skills and
knowledge of products.
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Assess needs of clients and refer them to appropriate services available throughout company
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Invoicing, Cashiering,
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Making daily delivery planner, coordinating with warehouse staff & CRM department through email via outlook and
calls
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Aftersales service, registering & resolving customer complaints.
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Supervising the staff whenever manager is not in showroom; floor walk for improvements in the showroom.
CUSTOMER SERVICE REPRESENTATIVE
Aegis People Support & KGB Philippines (former INFONXX)
Feb - Mar 2011 & Apr - May 2012
Type of Business: A BPO and Contact Center Solution Provider.
JOB DESCRIPTION
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Answer phone and respond to customer requests.
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Sell product and place customer orders in computer system.
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Provide customers with product and service information.
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Upsell products and services.
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Transfer customer calls to appropriate staff.
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Identify, research, and resolve customer issues using the computer system.
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Follow-up on the customers’ inquiries not immediately resolved.
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Complete call logs and reports.
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Research billing issues.
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Research misapplied payments.
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Recognize, document and alert the supervisor of trends in customer calls.
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Recommend process improvements.
SENIOR STAFF (Roastery staff/ Mar. – Aug. 2007, Coffee Shop staff/ Sep. 2007, Baker/ Oct. 2007 – Jan. 2011)
Carrefour Avenues Mall KUWAIT
March 2007 – January 2011
Type of Business: Second largest hypermarket chains in the world.
JOB DESCRIPTION
• As baker, I was assigned and trained in the viennoiserie pastry section where I make variety of croissants breads &
Danish pastries for almost 4 years, meeting the quality of the said bread-based company’s standard.
• Greeting customers who enter the shop.
• Be involved in stock control and management.
• Assisting shoppers to find the goods and products they are looking for.
• Being responsible for processing cash and card payments.
• Stocking shelves with merchandise.
• Answering queries from customers.
• Reporting discrepancies and problems to the supervisor
• Giving advice and guidance on product selection to customers.
• Balancing cash registers with receipts.
• Dealing with customer refunds.
• Keeping the store tidy and clean, this includes hovering and mopping.
• Responsible dealing with customer complaints.
• Working within established guidelines, particularly with brands.
• Attaching price tags to merchandise on the shop floor.
• Responsible for security within the store and being on the lookout for shoplifters and fraudulent credit cards etc.
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Receiving and storing the delivery of large amounts of stock
Keeping up to date with special promotions and putting up displays.
STOCK CLERK
Kultura Filipino Mall of Asia
November 2006 – March 2007
Type of Business: Kultura is the shop for all things Filipino. We showcase local artistry and craftsmanship, bringing together
specialties from all over the Philippines for a unique shopping experience.
JOB DESCRIPTION
• Maintains the order of stock rooms by receiving, unpacking, and inspecting merchandise as it arrives.
• Tag items for inventory control and distribute merchandise to the proper location.
• Place new merchandise on sales floors, maintain its appearance, and replace damaged or expired items when
necessary.
• Keep track of inventory, both on and off the sales floor.
PACKING ASSISTANT
Euro-Med Laboratories Phil. Inc.
March 2006 – August 2006
Type of Business: engaged in the manufacture of pharmaceutical products such as large and small volume parenteral and
other solutions. The Company also manufactures sterile water for injection, and other solutions such as ophthalmic,
inhalation, irrigation and dialysis.
JOB DESCRIPTION
• Final inspection and packaging goods that are ready to be sent out for delivery.
PRODUCTION WORKER (manufacturing)
TAIFINI Copper and Semi-Conductor Inc.
June 2005 – February 2006
Type of Business: Manufacture of fabricated wire products for export.
JOB DESCRIPTION
Measuring, grading and feeding batches of raw materials into production machinery.
Operating production line equipment, like a conveyor line.
Assembling goods on a production line, like fitting the wires into its housing.
Reporting equipment faults to maintenance staff.
Finishing product, like applying protective coatings.
Assembling goods on a production line, like fitting the wires into its housing.
Storing goods and raw materials in the factory or warehouse.
Cleaning and maintaining work areas and machinery.
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SALES CLERK (part time - working student)
7-Eleven
October 2004 – March 2005
Type of Business: A retail convenience store.
JOB DESCRIPTION
• Provide prompt, efficient and courteous customer service.
• Maintain a clean, customer friendly environment in the store.
• Ring customer sales on electronic cash register.
• Receive cash from customers and give correct change.
• Forecast, order and stock merchandise.
KITCHEN CREW (part time - working student)
Jollibee Food Corporation Trece Martirez Cavite
June 2004 – September 2004
Type of Business: Multinational chain of fast food restaurants.
JOB DESCRIPTION
• Perform cooking operation on all food chain products (burgers, fried chicken, pies and all food products provided
and sold by the company with high standard of self-sanitation and hygiene.
• Prior to cooking, prepare all utensils and heavy equipment needed in cooking and ensures completeness and
proper sanitations before using it.
• Performed tasks in different stations such as back-ups in pantries, grills, fry, & etc.
• Familiarizes menus and its product coding being engaged by the company.
• Provide customers service with the highest standard set by the company.
• Greet customers with friendly and approachable manner.
• Keep self-presentable and tidy.
• Proposed different product options to boosts sales.
• Perform multiple tasks as being required by the situation.
• Keep station neat, clean and tidy.
SERVICE CREW (part time - working student)
Jollibee Food Corporation Tagaytay City
October 2003 – March 2004
Type of Business: Multinational chain of fast food restaurants.
JOB DESCRIPTION
Take orders from customers and present them as requested.
Process bills for the customer and also issue them receipts.
Help with outdoor delivery or with food preparation at the kitchen, depending on what is required at any particular
time.
• Pack foods ordered by customers and serve them in the most efficient manner.
• Set the table in an orderly manner before customers show up.
• Get tables cleaned once customers are through with their dining.
• Provide helpful answers to queries or questions proffered by the customers.
• Furnish customers with the helpful information regarding service time and special deal offers.
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QA/QC INSPECTOR
NAGANO Seiko, Inc.
December 2002 – May 2003
Type of Business: Manufacturing (aluminum die-casting) mainly transportation equipment & parts, accessories for machine
tool, and computer parts for export.
JOB DESCRIPTION
Responsible for assuring and checking of products through visual and dimensional inspection.
Recommends stopping machine operation or adjusting machine setting in case of product abnormality arises.
Coordinates with Line Leader or Supervisor to improve product yield.
Ensure the standard operating procedure is strictly followed.
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Qualification
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Responsible team player.
Dedication and hardworking.
Self-learner.
Self-motivation.
Excellent Customer Service Skills.
Distinct service orientation.
Possess strong performance & results orientation.
High level analytical & creative problem-solving.
Flexible & Creative.
Resilient and fun to work with
PERSONAL INFORMATION
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Birth Date: March 04, 1983
Nationality: Filipino
Civil Status: Married
Height: 5’7”
Weight: 120lbs
SSS ID:-
PAGIBIG ID:-
TIN no:-
Philhealth no:-
Passport no: P-A (valid until 16 Feb 2022)
CHARACTER REFERENCE
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Ms. Jha Arceo-Bacolod
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Ms. Melanie Dominguez
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Mr. Mohammed Azad Hanifa
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Engr. Randy O. Domingo
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Mr. Bilal Antar
HR Recruitment – RMS Collection Inc. (An iQor Company)
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Senior Trainor – Sykes Enterprises, Incorporated Philippines
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Showroom Manager - Homes R Us UAE-| -
ECE, MCP, MCTS, MCSA, CCNA, CCNP, A+, Net+, ITILFND Certified-
Bakery Manager - Carrefour Kuwait/Qatar/Bahrain-
