Emmanuel Dela Cruz Santos II
75 Sampaguita Street, Saint Michael Homes Phase III Meycauayan, Bulacan 3020 landline: 044.7643940 mobile: +63956.510.4162
email: [email protected]
Work Experience
*Hospitality Industry Owner – Chef – Operator
Avenida Pasteleria by eggenflour September 19, 2015 to present
Dimension & Scope:
 Oversee profitable operations by ensuring efficient and effective execution of the business’ mission and vision.
 Conduct administrative duties of accounting, costing, marketing, procurement and logistic functions of the business.
 Create and produce dishes added to the business’ menu line up.
 Create customized cakes using fondant and buttercream frostings as medium of the design.
 Create pastries and yeast-based breads of local and international recipes.
 Prepare and create designs to espresso drinks.
 Accept orders, prepare and serve food to the customer’s table.
 Conduct quality check of foods, drinks and equipment used in the kitchen.
Co-Owner – Chef – Operator
Eggenflour Pastries – July 25, 2013 to present
Dimension & Scope:
 Conduct administrative duties of accounting, costing, marketing, procurement and logistic functions of the business.
 Create customized cakes using fondant and buttercream frostings as medium of the design.
 Produce pastries and yeast-based breads of local and international recipes.
 Create recipes of cakes and other pastries and breads.
*BPO – Customer Service Industry
CSO – US Citicards /Thank You Network Rewards Program
Citigroup Business Processing Solutions – February 9, 2009 to May 2014 Dimension & Scope:
 Handling quality customer service interactions and deliver positive customer experiences to the card members concerning maintenance and solutions on their credit card accounts that will lead to a lasting relationship. Offer additional services to the customer’s satisfaction that will help card members in managing their finances and expand their lifetime values with the company.
 
Helps build strong connection and maintaining customer’s loyalty to their credit card company through the rewards program by assisting members in redeeming the points earned by using the cards as their rewards.
Assisting members with their online rewards accounts by providing them step by step procedure in signing up and setting their accounts profile online and other online related procedures and methods.
Page 1 of 3 Curriculum Vitae of Emmanuel D. Santos II

e-Rep – WaMu SPG (Special Product Group)
AEGIS People Support – October 2008 to January 31, 2009
Dimension & Scope:
Functions include accommodating customer’s queries about Business Banking, Online and Mobile Banking, Retirement Accounts, Certificate of Deposit Accounts and processing banking related requests; providing and receiving several information regarding customer’s account; providing customer service and general information calls via phone interactions.
e-Rep – WaMu RBS (Retail Banking Service)
AEGIS People Support – May 2008 to September 2008
Dimension & Scope:
Responsibilities include accommodating customer’s queries about Retail Banking Accounts (Savings and Checking) and processing banking related requests; providing and receiving several information regarding customer’s account; providing customer service and general information calls via phone interactions.
Employee Relations Specialist
Job Code: 23043
Convergys Philippines Services – August 2006 to February 2008
Dimension & Scope:
The primary role of this position is to act as an internal resource on Human Resource policies; procedures; employee relations; EEO; and other HR related issues.
Principal Duties and Responsibilities:
 Assist with the development, administration, support, and management of employee relations functions.
 Act as a mediator between opposing views of personalities.
 Review exit interviews and summarize data for management review.
 Monitor and report on employee morale by proactively addressing employee relations and potential legal issues with
management’s cooperation.
 Assist with interpreting policies, regulations, and programs in a manner conducive to company goals.
 Coordinate, schedule, and promote programming efforts for specialized needs of division and departments.
 Research some complex employee issues, and if necessary, coordinate efforts through Human Resources and/or Legal.
 Personal interactions to promote company’s values and vision and conducting surveys for overall employee satisfaction.
 Administer employee retention programs through various activities, projects and events.
 Supervise employee engagement team that promotes camaraderie, creativity and diversity between employees.
 Responsible for graphic design, marketing and interior decorations of various corporate events and internal programs.
CSR – OnStar Outbound
Job Code: 12857E
Convergys Philippines Services – March 2005 to August 2006
Dimension & Scope: (PHILIPPINES ONLY)
Interface with customers via inbound or outbound calls or the Internet for the purpose of passively (i.e.; order taking) or actively selling products and services. Responsibilities include processing customer orders and sales; providing and receiving various information; up-selling client products plus handling miscellaneous customer service and general information calls via the phone or Internet.
Principal Duties and Responsibilities:
 Clarify customer requirements; probe for and confirm understanding of requirements or problem.
 Meet customer requirements through first contact resolution.
 Confirm customer understanding of the solution and provide additional customer education as needed.
 Prepare complete and accurate work and update customer file.
 Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer
requests.
 Effectively transfer misdirected customer requests to an appropriate party.
 Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
 Participate in activities designed to improve customer satisfaction and business performance.
 Place and/or receive customer inquiries that may require deviation from a script or sales flow process.
 Provide answers and/or advice to customers based on their particular requirements and customer profile.
 Update customer records.
Page 2 of 3 Curriculum Vitae of Emmanuel D. Santos II

 Troubleshoot research and analyze customer problems with installation, billing, service upgrades/downgrades and disconnects.
 Conduct needs-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate product or service to address their needs.
 Maintain broad knowledge of products, pricing, promotions, procedures, and other important issues through management communications, meetings, client focus groups, and formal training.
CSR – AT&T (Outbound / Inbound)
Vision X Incorporated, Philippines – June 2004 to February 2005
Dimension & Scope:
Responsibilities include processing customer orders and sales and requisitions; providing and receiving various information; up-selling client products plus handling miscellaneous customer service and general information calls via the phone or Internet.
Education
 National Certificate II in Food and Beverage Services certificate number: 16130502028763
 Certificate of Training: SITHFAB204 Preparation and Serve Espresso Coffee and SITXFAB101 Use Hygienic Practices for Food
Safety – Barista Coffee Basics Academy, NSW, Australia
 Certificate of Training: Culinary Arts III Pastry, Cakes and Yeast-Based Product Preparations – Center for Advanced Training
in Food and Beverage Services (CATFABS)
 Collegiate Education – Mapua Institute of Technology – Associate Degree in Internet Software Technology
 Secondary Education – St. Mary’s College of Meycauayan – Secondary School Diploma – graduated 1997
 Primary Education – St. Mary’s College of Meycauayan – Primary School Diploma – graduated 1993
Personal
 Born: January 5, 1980.
 Tax Identification Number: 300724853
 SSS number: 3388714552
Page 3 of 3 Curriculum Vitae of Emmanuel D. Santos II