Ricardo Castro Jr

RICARDO ‘’SAM’’ CASTRO JR. 07 Camp 8 Road Baguio City, Benguet- PERSONAL INFORMATION Nickname Date of Birth Place of Birth Age : : : : Sam December 13, 1991 Quezon City 30 years old Elementary : Turod Norte Elementary School Cordon, Isabela SY 2003 – 2004 1st Honorable Mention Secondary : St. John Berchmans’ High School Cordon, Isabela SY 2004 – 2008 4th Honorable Mention College : Quirino State College BS in Hospitality Management Diffun, Quirino 3rd Year – Undergraduate : Content Technician (WFH) New York, NY, 10016 October 2020 – March 2022 EDUCATIONAL BACKGROUND WORK EXPERIENCES CREWBLOOM ➢ Job Description: This is similar to web-developing where I cater to virtual/hybrid events powered by Social 27. All information provided by the client are added in the back-end where the website is being gradually built. I handle all uploads and data entry tasks from pages, banners, and headshots. I edit all contents if necessary. Intercontinental Hotels Group : Reservations Sales Specialist Camp John Hay, Baguio City January 2020 – August 2020 ➢ Job Description: I help guests in finding the perfect room to tailor fit their needs like the type of room, for how many persons, and all amenities that they will be needing throughout their stay. TASKUS CORPORATION : Shopify Web Developer Twenty-four Seven Mckinley Taguig City June 2019 – December 2019 ➢ Job Description: The campaign is Shopify which is an e-commerce platform/provider. I handle issues that can be anything under the sun regarding their websites. I am the CSR, TSR, and Complaints Case Manager. I handle both the front-end and back-end issues which means that I work on HTMLs, too. I help merchnants to improve their conversion rates from SEO, Digital Marketing from Facebook, Instagram, and Google. The task requires answering queries from calls, chats, and emails. TELEPERFORMANCE : Complaints Case Manager Telstra Corporation (Consumer) MOA Complex, Pasay City September 2017 – May 2019 ➢ Job Description: From being an SME, I was moved to the Complaints Team of Telstra. I handle all issues like billing, internet, mobiles, and some technical issues. I don't consider a complaint resolved unless I got consent and agreement from customers that it is, indeed, resolved. TELEPERFORMANCE : Subject Matter Expert Telstra Corporation (Business) MOA Complex, Pasay City March 2017 – September 2017 ➢ Job Description: This is a promotion from Telstra Inc. program where the key responsibility is to assist CSRs on their billing issues. We also manage a team of newbies and take escalation calls. TELEPERFORMANCE : Customer Service Representative Telstra Corporation (Business) MOA Complex, Pasay City January 2015 – March 2017 ➢ Job Description: The program is called Telstra Inc. which is the largest Telco company in Australia. We handle billing concerns like disputes on the their bills and activate their services. SITEL BAGUIO : Customer Service Representative Greendot Corporation PEZA Loakan Rd, Baguio City August 2012 – October 2014 ➢ Job Description: The program is a financial institution which provides prepaid debit cards to US citizens. The company is called Greendot Corporation. We resolve disputes on the charges on their card. SITEL BAGUIO : Technical Support Representative AT&T PEZA Loakan Rd, Baguio City February 2012 – August 2012 ➢ Job Description: The program is AT&T which is one of the largest Internet Service Provider in the US. We resolve technical issues about internet. We trouble shoot over the phone and escalate to Tier 2 if needed. STREAM GLOBAL SERVICES : Technical Support Representative America Online (AOL) Ayala Avenue, Makati City July 2011 – January 2012 ➢ Job Description: The program is America Online (AOL) which is an email client. We provide solution to our customers (mostly elders) issues regarding their emails (e.g. unable to send or receive emails). CITYLIGHT HOTEL : On-the-Job Training General Luna, Baguio City March 2009 – May 2009 CHARACTER REFERENCES JESLYN BACLAYA Team Leader Teleperformance- JOANA IGLORIA Project Coordinator Crewbloom- KIM REYROSO Content Technician Crewbloom- I hereby certify that the above-mentioned information are true and correct to the best of my knowledge, skills, and abilities. RICARDO CASTRO JR