4474 Scarlet Road, Tel # : 823-1332 Sun Valley Subdivision Cell #: (0908)553-4610 Parañaque, Metro Manila Adrian Ross G. Custodio Objective To pursue a career in a Call Center environment as part of the Operations Department, preferably for management position. Work Experience June, 2009 to Present TelePerformance (Sucat), Philippines Operations Supervisor Supervised a team of Customer Service Agents Monitoring and coaching Agent performance on a daily basis to ensure meeting set Key Performance Indicators Prepared monthly reports on Agent performance Practiced queue management to ensure proper staffing and meeting set Service Level and Abandoned Rates, while ensuring that agents do not exceed Call and Aux thresholds. Developed agents for promotion. April 28, 2008 to June, 2009 TelePerformance (Sucat), Philippines Communication QA Analyst Creating and updating Agent Profiles based on client requirements and QA standards Monitoring, Evaluating Agent performance Conducted one-on-one/group coaching on a daily basis Prepared monthly reports on Agent performance in Communication Conducting regular Calibration sessions within the Communications Team and Operations. November 15 2002 to April 27, 2008: PeopleSupport Manila, Philippines Call Center Agent (eRep) Handled Inbound calls for Domain Name Registration services, ranging from basic inquiries, technical support, and billing. Handled Inbound calls for Web Hosting services, mostly technical issues including FTP, web site editing, etc. Provided email correspondence for both services listed above. Participated in Phone Simulations as part of training new-hires. September 1, 2000 to November 15, 2002 Orchard Property Mktg. Corp. Real Estate Agent (Freelance) Marketing various Sta. Lucia Real Estate Projects to prospective clients. December 2, 1999 to April 30, 2000 Inter.Act Online Services Information Technology Marketing Officer Handled marketing and promotions of an Internet Café, which included seasonal gimmicks and computer game tournaments. Offered I.T. products such as computer hardware/software, web site hosting and development to public and corporate clients. Other tasks included handling/entertaining walk-in customers regarding computer rentals or tutorials. April 24, 1998 to November 23, 1998 Informatics Computer Institute Course Consultant / Corporate Course Consultant: Handled walk-in and phone-in inquiries regarding Information Technology courses. Offered I.T. courses to corporate clients. Corporate accounts include Amkor/Anam and ABB Industries. Tasks included planning and implementing marketing strategies, telemarketing, overseeing special marketing events, and customer /after- sales services. College: Educational 1994 – 1997 De La Salle University-College of St. Benilde Attainment Bachelor Of Arts – Major in Interdisciplinary Studies Secondary: 1991 – 1994 Jesu-Mariae School 1989 – 1991 Sta. Clara de Montefalco Primary: 1986 – 1989 Colegio San Agustin 1980 – 1986 Don Bosco Technical Institute Awards Received Jesu-Mariae School Creative Writing Contest: Second Place Jesu-Mariae School Spelling Bee Contest: Second Place Colegio San Agustin Soccer Intramurals: Second Place Seminars 1997: DLSU-CSB Council of Presidents Attended Seminar on Leadership Training and Self Awareness Seminar on Leadership Attainment Effectively and Development Seminar on Leadership Organization and Service 1996 Computer Link Seminar on Windows 95 Seminar on WebPage Design Seminar on Epson Printer Trends/Technology Seminar or CorelDRAW! Organizations 2005 to present: International Plastic Modelers Society of the Philippines – Bert Anido: Member 1996-1997: DLSU-CSB Computer Link: Vice President DLSU-CSB Student Involvement Council: Sports Representative 1995-1996: DLSU-CSB Computer Link: R&D Committee Head 1994-1995: DLSU-CSB Computer Link: Member Additional Birthdate: December 15, 1974 Nationality: Filipino Religion: Roman Information Catholic Height: 5’11” Weight: 185 lbs. Marital Status: Single Knowledgeable on various Windows 95/98/XP based computer applications such as MS Word, Excel, PowerPoint, Internet, Adobe Photoshop 5.0-6.0, Web Hosting, and others. Excellent command of the English language (both oral and written); fluent in Tagalog. Can confidently address a large crowd and enjoys public speaking. Is an able team player and leader and can contribute well to the achievement of objectives.