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Randy's Resume

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					                            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.

				
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