CARLO IVAN JOSE F. OLIVERA

375 Gardenia St, Newtown Green heights Newtown Subd. Mayamot Antipolo City

Mobile No. 09294383872

Email: [email protected]

OBJECTIVES:         To grow professionally and be a part of a stable and prestigious company that will further hone and develop my capabilities and knowledge.

EMPLOYMENT HISTORY

PCCW Teleservices

Tier 1 (Customer Service Representative) – Nokia AUNZ Cluster (Nov. 2010-May 2012

Tier 1 (Customer Service Representative) – Nokia NAM Cluster (May 2012-Present)

Tier 1.5 (Outbound Calls for Appointment) – Nokia NAM Cluster

November 2010-March 2014

As a CSR, received inbound calls; provided one call resolution, and addressed Customer’s concern such as troubleshooting and inquiries.
Conveyed in a reassuring manner step by step instructions to resolve difficult issues.
Assisted Team Leader in Point of Contact duties and responsibilities.
Tasked to monitor the daily performance of the Agents and consolidate statistic reports to the Team Leader on a regular basis. Has sense of urgency to manage the queue and coordinate with concerned parties to keep the service level of Customer Service high.
Displayed flexibility & a team player. Worked with Team Leader and Corporate team and directly reported to them. Identified areas of opportunity in improving agents’ performance through call monitoring, calibration & focus group discussion.
Has been promoted as Tier 1.5 for Nokia Lumia Specialist who takes Outbound Calls or appointments for customers in helping them set up their Nokia Lumia Devices
TELEPERFORMANCE INC.

TECHNICAL SUPPORT REPRESETATIVE –  ATT UVERSE

MARCH 2014 – Jan 2016

·         As TSR, received inbound calls and provided a one call resolution and make sure that member will not call within the day, after 3 three (3) or thirty (30) days.

·         Addressed such concern in regards with technical aspect, basic billing inquiries, ordering and inquiries.

Telus International Philippines

Customer Service Representative

Feb 2016 – Dec 2017

·         As CSR, received inbound calls and provided a one call resolution and make sure that client will not call within the day.

·         Addressed such concern in regards with technical aspect, basic billing inquiries, ordering and inquiries.

·         Handling Business Accounts

·         Transferred to Back Office for Billing Representative who handles billing request for our customers

·         Promoted as Point of Contact who handles the queue and make sure to maintain service level is passing

Dec 2017 – June 2019

·         As back office representative, created order for phone and internet service for Small and Large businesses, specifically working on IP Trunking service

·         Making sure all orders created are good with no error

·         Handling business accounts

·         Promoted as one of the point of contact who handles case distribution, creating report for stats on a daily basis and support the team if needed assistance

Certificate and Seminar

Coaching for Excellence Certified

Telus International Philippines

EDUCATIONAL ATTAINMENT

College Graduate                 Bachelor of Science in Nursing

Our Lady of Fatima University

Lagro, Quezon City

2008-2010

CHARACTER REFERENCES

Available upon request.