Hector V. Amor

33 Celosia St, Del Nacia  Village lV  Sauyo  Novaliches, Quezon City 1116

Email: [email protected]/[email protected]

Mobile Number: 09060877176

Resume Summary​

Recent Position: Level II Incident Response Team for Uber

Current Specialization: We manage, investigate and resolve U.S and Canada Uber incident reports. Escalated from the BPO or directly reported to The COE.

We are Uber’s highest escalation support. Our job is to evaluate issues raised and sent by partners and riders, including escalated issues from the BPOs or directly to us. Tag each tickets that we received with the right contact type. Communicate with internal department/s regarding issues involving Uber privacy/policy violations or issues that may involve stakeholders or Uber itself.

Employment History

Cognizant

Feb 9 – July 28 2015

Position: HELP DESK 1

Specialization: Password Reset for all SVU, ABS employees using different tools such as, IDM, ABS Main Frame, ARX, TRICEPS, OWA,MTX EPS, MAXIMO and more.

Role: Resetting passwords of SVU and ABS employees. Both shared, Retail and Corporate.

Work Description: Taking in calls from SVU, ABS and other stores affiliated with SVU. We address employee issues and concerns. Such as passwords reset, POS and or other technical issues, raise tickets to the designated department.

InterGlobe Technologies ​Jul 2010 – Jan 2013

Position Title: Reservations Specialist/Sales Coach

Specialization: Ticketing Sales (Revenue Generation) Sales Coach, Customer Service

Role: Booking New Reservations and Sales Coach for UA

Work Description: We book, issue & reissue tickets for new and existing reservations for United Continental Airlines. Including modification, Hotel and car accommodation for those affected by IRROPS or voluntary changes. Also, we offer United Airlines products and services.

Sales Coach: ​Real time monitoring (side by side) or remote call auditing of associates under PIP (performance enhancement program). Provide feedback on how to WOW Customers by proper spiel positioning to come up with a successful sales(sales positioning) and be able to provide great customer experience .

2. Transom Asia

Jun 2009 – Jun 2010

Position Title: CSR/TSR

Specialization: Customer Service/Billing/Activations

Box Provisioning/Order Entry/Customer

Role: Service / Tech & Chat Support & Order Entry

Work Description: We assist cable customers in billing issues, activation, programming, Installation, order entry, Box provisioning, Troubleshooting of their cable DTA Adapters, Digital &HD boxes & other devices connected & Tech Visit scheduling.

3. SitelPhils.

Nov 2008 – May 2009

Position Title: CSR

Specialization: Sales/Customer Service/billing & Acquisition

Work Description we sell Bell Canada (Bell South) products & services such asCable, Internet, landline and Wireless services to Canadian customers. We also assist with their billing concerns/issues. Walk through customers in troubleshooting & Tech visit scheduling if needed.

4. HSBC HDPP

Jan 2007 – Jan 2008

Position Title: Process Associate

Specialization: Credit Cards Activations/Customer Service

Work Description: We activate HSBC credit cards, assist in processing Requests for BT to supplementary cards, billing issues to transaction disputes and etc.

Skills: Team player, Goal Oriented, Ambitious, FCR mind Set, CSAT Driven, Sales Coaching Skills Outlook Express MS EXCEL & many more…

Educational Attainment:

2004 2005 Manila Adventist medical Center and School of Medical Arts

Dunada St. Pasay City

1 year Nursing Aide

1998 2002 Southern Mindanao Colleges, Mindanao Province

4th yr AB Public Administration (Undergraduate)

1991 1996 Zamboanga Del Sur National High School, Pagadian City

Graduate Secondary Level

1986 1991 Lakewood Central Elementary School

Graduate Elementary Level

Trainings & Seminars:

OCT. 2001 APRIL 2002 OJT at Provincial Assessor’s Office, Pagadian City,

Zamboanga Del Sur

OCT. 2004 MAY 2005 Manila Adventist Medical Center and

School of Medical Arts, Pasay City

Six months Nursing Aide Internship

July 2006 Finishing Course for Center Agents Sponsored by PGMA.

Jan 23 2007 Feb 23 2007 US CORE Training

HSBC HDPP GSC Manila1, Alabang Muntinlupa City, Phils

CHARACTER REFERENCES:

Mrs. Leonor L. Alcoriza, RN MAN

Head NA Dept.

Contact Nos. : +63(2)5259191 5259201

Rhea Anne Garcia

AMO-HSBC HDPP

GSC Manila1

AlabangSite,Muntinlupa City, Phils

Contact # 09279448720

Christian Lopez

Team Manager (Bell Account)

Sitel Philippines

0928-520-5647

Don Morelos

Team Lead (Comcast)

Transcom Asia

0915 646 3988

Sheila De Luna

Team Leader (United Airlines)

IGT Philippines -09998833012

BerbadetteSimbulan

Supervisor Uber Manila-COE

09157699636