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52 New Salata, Doha City, Qatar / Mobile: +97434426685 / Email: firstname.lastname@example.org Position qualified for: Executive Assistant/ Office Executive / Administrative Assistant My objective is to seek a highly responsible and challenging position in a dynamic concern where initiative and interpersonal skills will be strongly utilized, where I can impart my best practice in different fields as well as to demonstrate my outstanding customer or client orientation from varied cultural background and by making innovative use of my skills, to perform and be recognized as well as to enhance my knowledge. Always humble willing to be trained at all times to new and challenging industry. EMPLOYMENT BACKGROUND Duration: January 2010 – Present Company: StarTek International Limited Position Held: VRC Scheduling and Documentation Supervisor Client: T-Mobile USA, Comcast & CBT Address: Makati City, Philippines Job Description: Responsible for leading a team of Mission Control (Real Time / RTA) analysts and schedulers for multiple projects within a site. Responsible for the performance of this team on its defined objectives. Act as the WFM point of contact for all assigned projects. Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment. Recommend procedural and operational guideline changes to improve communications and operational efficiency. Maintain confidentiality relative to organizational strategies, objectives, and practices. Participate in functions/meetings as required. Work on special projects as needed. Monitors workforce management system, ACD’s, client tools and other work load/service level information. Provides guidance to operations and other service partners to optimize client >> Promoted to the position stated above effectively Duration: (8 Months) May 2009 – January 2010 Company: StarTek International Limited Position Held: Operations Documentations Unit Manager Client: T-Mobile USA Address: Makati City Philippines Job Description: Responsible for people development and alignment of goals to meet client objectives Responsible for meeting attrition targets and for uplifting morale and motivation of direct reports Responsible for managing the performance of a group of call center representatives providing coaching and feedback, documenting results, counselling and mentoring, and delegation of work whenever necessary. Responsible for intraday and daily performance monitoring of a group of call center representatives or of a particular shift on the operations floor. Responsible for completing client training and maintaining sufficient knowledge on all related continuous education Responsible for supporting workforce required staffing levels to meet client service level requirements Responsible for taking escalation of calls or requirements for supervisory assistance or support in resolving end user issues. Serves as a subject matter expert on client specific program. Responsible for managing team meetings and participating in operations leadership meetings Responsible for communicating to call center representatives any new requirements, changes, updates on all support related information as well as company information. Responsible for use and training of call center tools related to performance monitoring and tracking. Responsible for assisting in resolving conflict, issues related to payroll and other concerns. Duration: (1 Year) April 2008 – April 2009 Company: ICT Marketing Services Inc. Position Held: Operations Sales and Office Supervisor Client: JP Morgan Chase and Co. Bank Address: Makati City, Philippines Job Description: Monitor daily productivity, business and quality review of input Process exception items and resolve complex issues while reviewing and recommending system modifications Recommend human resource actions- including hiring, terminations, salary actions and promotions Coordinate with management and other supervisors to resolve problems Work on special projects Have interaction with customers, suppliers and company employee outside your immediate work area Act as a liaison between sales coach, management and sales representative Duration: (1 Year & 3 Mos.) November 2006 – February 2008 Company: ICT Marketing Services Inc. Position Held: Office Executive and Phone Banker Level I Client: JP Morgan Chase and Co. Bank Address: Makati City, Philippines Job Description: Receive inbound calls all over the US regarding any customer financial accounts, requests, queries, etc. Process any financial transactions including, funds transfers, check book orders, check verifications, application of personal and mortgage loans. Provide general information on loan applications, account openings, mortgage openings and auto loans. Responsible in maintaining customer satisfaction and exceeding customer expectations at all times to meet client standards. Other Work Experience Technical Support Representative (DSL) Sutherland Global Services Clark Field, Pampanga Responsible for Customer Service, Technical support, Phone Registration and Customer Retention queue Supports members on billing, tech issues, phone registrations and customer retention Technical Support Representative (Dial up Internet) Provides technical support to customers with technical difficulties encountered with the service provided Hong Kong Telesales OWTel Phil. Inc Ortigas, Pasig City EDUCATIONAL BACKGROUND COLLEGE: MAPUA INSTITUTE OF TECHNOLOGY COURSE: B.S. ELECTRONICS AND COMMUNICATIONS ENGINEERING CHARACTER REFERENCES Name: Mr. Clifford Ramos Name: Sailani Sonon Ramos Name: David Hampshire Position: Visual Merchandiser Position: Sales Personnel Position: Regional Director Company: Blue Salon Company: Blue Salon Company:Omnista Netherlands Mobile No.: +974 660 13355 Mobile No.: +974 662 72423 Mobile No.: +316 516 0982 Name: Jamela Mendoza Name: Regina Fruto Name: Madonna L. Ramos Position: Operations Manager Positon: Visual Res Manager Position: Quality Manager Company: StarTek Int’l LTD. Company: StarTek Int’l LTD. Company: Sykes Asia Phils. Mobile No.: +63921-644-2597 Mobile No.: +63916-415-1215 Mobile No.: +63916-493-5883 I, Domingo D. Malagueno Jr., hereby solemnly swear that all the above information is true and correct to the best of my knowledge. ____________________ Domingo D. Malagueno Jr.
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