GERICHO JOSE C. FRANCISCO

1227 F Ibarra Street Brgy. 514 Sampaloc,
Manila, Philippines 1015

632-7940234 / 63-9292050726
[email protected]

OBJECTIVE:

To secure a position with a well established organization and a stable environment that
will lead to a lasting relationship in the fields of Customer Service, Information Technology and Accounting.

CERTIFICATION:

MRWED Training and Assessment

Caboolture, QLD

Certificate IV in Training and Assessment (TAE40110), December 17, 2014

Document Number: C22793

EDUCATION:

COLEGIO DE SAN JUAN DE LETRAN
Intramuros, Manila, Philippine

Bachelor of Science in Business Administration, April 2005

Major: Computer Management

EXPERIENCE:

ACCOUNTING EXPERIENCE

Credit Controller

April 10, 2018 – Present

INTELLIGENT WORKPLACE SOLUTIONS LTD (formerly Cleaning Logistics Limited)

Regus One E-com, 4F Unit 2C, One E-com Building, Ocean Drive, Mall of Asia Complex, Pasay City, 1300,

Philippines

§        Inputting of customer receipts.

§        Credit Control.

§        Collection of debt via phone and email.

§         Targeted debtor days.

§         Send copy invoices/statements.

§        Update Salesforce/Sage Cloud as to progress.

Accounting Associate – Credit Controller (Hotel Account)

October 21, 2016 – February 28, 2018

VOYAGER GLOBAL SERVICES (a division of Ezeego One Travel and Tours ltd)

Science Hub, Tower2, 6F, Mckinley Cyber Park, Campus Ave. Mckinley Hill, Taguig City, Philippines

§       Manage high volume of both outbound and inbound calls effectively.

§      Manage a high volume of ledger, ensure suspensions are kept to a minimum.

§      Drive collections by contacting the customer over the phone to obtain full payment within credit terms.

§      Take payments over the telephone.

§      Manage email communication in effective and timely manner.

§      Manage queries quickly and effectively.

§      Maintain accurate records of all interactions with customers.

§      Investigate and assess all credit note/journal/write off requests in a timely manner.

§      Escalate accounts to 3rd party collection agency when required.

§      Deal with change of ownerships and hotels going into administration.

§      Proactively promote direct debit and increase the number of accounts.

§      Logging of customer receipts on a daily basis.

§      Close interaction with the Accounts Receivable team to ensure a seamless end to end process.

§      Other ad hoc duties as required by Senior Management.

CUSTOMER SERVICE EXPERIENCE

Customer Service Representative (Airline Account)

February 24, 2016 – October 13, 2016

SITEL PHILIPPINES CORPORATION

25/F Cyber One Building, Eastwood City, Cyber Park, E. Rodriguez Jr. Ave. Quezon City, Philippines

§      Process customer’s airline reservation.

§      Provide changes to customer’s existing reservation.

§      Confirm flight arrivals and departures.

§      Escalate complex customer issues to Supervisor if the need arises.

§      Participate and contribute to team meetings.

Customer Service Representative (Online Education Account)

November 14, 2014 – February 24, 2016

SITEL PHILIPPINES CORPORATION

24/F Cyber One Building, Eastwood City, Cyber Park, E. Rodriguez Jr. Ave. Quezon City, Philippines

§       Provide administrative support to operations team.

§       Assist in the effective and efficient administration of the business.

§       Decipher and input qualitative and quantitative data.

§       Data Entry

§        Liaise with other employees.

§       Mark assessments and provide feedback to students.

§        Participate and contribute to team meetings.

§        Other various administrative duties.

IT – HELPDESK EXPERIENCE

Helpdesk Technician (Travel Account)

October 08, 2012 – September 01, 2014

STEFANINI PHILIPPINES

30/F GT Tower International, Ayala Avenue cor.  HV Dela Costa St., Makati City, Philippines

§     Handle support requests by customers over the phone, sent e/mails and web submit.

§     Troubleshoot all technical issues; evaluate complexity, impact and priority.

§     Provide 1st level support, efficiently and effectively in accordance with priority, impact and

SLA’s.

§     Escalate issues in line with company’s procedures; to client’s helpdesk or 2nd level support

Technician.

§     Follow-up issues: document and fill out information appropriately in the ticket system.

§     Take decisions in regards to open tickets, provide feedback on cause of, and solution to

problem of the user.

§     Manage and report resolved issues.

§     Handle outbound calls to customers and vendors.

§     Work in collaboration with colleagues to ensure that service delivery to customers is

of highest standard, provide support to colleagues.
§     Work in accordance with TechTeam quality standards, procedures and instructions.

§     Report updates and issues arise to supervisor; provide suggestions to utilize services

offered and work processes.

§     Study and participate in work related activities to improve knowledge of specific software

and/or products.

IT- SOFTWARE EXPERIENCE

Senior Associate II – Process & Project Management

November 03, 2011 – December 21, 2011

SYNTHESIS INNOVATIONS, INC.

4/F BJS Building, P. Domingo Street, Brgy. Kasilawan, Makati City, Philippines

§     Supervise all project timeline, schedules and deliverables.

§     Prepares CE (Cost Estimate) for products with Add Ons that has charge.

§     Determine errors and formulas of the complete software before queue projects to QA

Department for Testing.

§     Provide trainings to end users for the specific product selected.

§    Answer and address concerns via phone, email and through client facing for projects under

Development, Validation, Project Turn-over and Maintenance Phase.

§     Perform other tasks related to this.

Junior Associate I – Process & Project Management

May 03, 2011 – November 03, 2011

SYNTHESIS INNOVATIONS, INC.

4/F BJS Building, P. Domingo Street, Brgy. Kasilawan, Makati City, Philippines

§    Regularly   achieve   and   exceed   client   service   level   agreements   and quality/customer

satisfaction targets.

§   Deals  effectively  with  client  complaints  and  issues  by  escalating  to  the appropriate

person and by taking the appropriate action when necessary.
§   Develops and maintains partnerships with clients to increase business and client satisfaction.

§   Conducts project visit to ensure efficient delivery of service contract agreement.

§   Coordinate with project heads / supervisors to determine concerns / issues that arise in the

project, and recommend possible solutions.

§   Supervise project personnel on their performance.

§    Perform  other  tasks  that  may  be  assigned  by  immediate  supervisor/  other authorities from

time to time.

CUSTOMER SERVICE EXPERIENCE

Subject Matter Expert (Travel Account)

October 15, 2008 – September 1, 2010

AEGIS SERVICES PHILIPPINES, INC. (formerly Aegis Peoplesupport Philippines, Inc.)

5/F Aegis PeopleSupport Center, Ayala Avenue Corner Sen. Gil Puyat Avenue, Makati City, Philippines

§   Responsible for providing assistance to agents as the next level of escalation.

§   Provide agents with an additional resource for expertise in resolving customer issues.

§   Coordinate with Team Supervisors to identify agents that need retraining.

§   Perform other duties assign.

E-Rep (Travel Account)

April 16, 2007 – October 14, 2008

AEGIS SERVICES PHILIPPINES, INC. (formerly Aegis Peoplesupport Philippines, Inc.)

5/F Aegis PeopleSupport Center, Ayala Avenue Corner Sen. Gil Puyat Avenue, Makati City, Philippines

§   Provide comprehensive quality customer care.

§   Provide appropriate and accurate responses to customer queries.

§   Communicate effectively and efficiently with internal and external customers.
§   Apply technical knowledge and procedures when servicing customer inquiries.
§   Responsible for meeting outlined production goals and targets.
§   Learn client’s websites, policies, procedures and any back-end systems.
§   Perform other duties, functions and tasks requested or entrusted by superior.

Customer Service Associate (Airline Account)

December 03, 2005 – April 02, 2007

ALORICA PACIFIC RIM, INC. (formerly Advanced Contact Solutions (ACS))

5/F Alphaland Southgate Mall, EDSA corner Chino Roces Avenue, Makati City, Philippines

§   Process customer’s airline reservation.

§   Handle escalated customer issues

§   Process complex customer reservation to final resolution

§   Provide changes to customer’s existing reservation.

§   Confirm flight arrivals and departures.

§   Transfer calls to the appropriate department which could assist the customer further.

§   Escalate complex customer issues to Operations Supervisor when necessary.

§   Participate in new hire training classes and other cross training or up training classes as

needed.

§   Perform other duties and responsibilities that maybe assigned from time to time.

IT – SOFTWARE EXPERIENCE

Junior System Developer

May 11, 2005 – October 28, 2005

CODESIGN CREATIVE SOFTWARE DEVELOPMENT

20/F Phil. Axa Center, Sen. Gil Puyat Avenue, Makati City, Philippines
§   Design and maintain software applications.

§   Gathers user requests for different features.

§   Conduct system tests, troubleshoot customer issues and correct software defects.

§   Create customer software manuals and project documentation.

§     Perform other duties and responsibilities assigned.

SPECIAL SKILLS:

ERP                                                     SAGE 200 & 50

Software                                             Microsoft Office (MS Word, MS Excel, MS Access, MS PowerPoint, MS Outlook, MS One   Note, MS Visio), RightNow and Right Now CX, TeamViewer

GDS                                                     Sabre and Qik/Shares (Graphical User Interface), Sabre VPN, Galileo Desktop, Skyspeed

Equipment                       Printers, Paper Cutter, Photocopying Machine, Laptop, Desktop, Computers & LCD Projector

AWARDS & DISTINCTIONS:

a.     Top Collection Rate – Q1 2017 and Q4 2017, Voyager Global Services

b.     100% Attendance – January and Q1 2017, Voyager Global Services

c.      The Dependable Award given on December 2013, Stefanini Philippines

d.     Top 6 Galileo Helpdesk Agent for the month of April 2013, Stefanini Philippines

e.     Top 2 Galileo Helpdesk Agent for the month of March 2013, Stefanini Philippines

f.      Top 5 Galileo Helpdesk Agent for the month of January 2013, Stefanini Philippines

g.     Perfect Attendance for October 2011, Synthesis Innovations, Inc.

h.     Highest Overall Average, Initial Training of Sabre and Tier2, August 29, 2008

i.        Quiz -Buster Award, PeopleSupport University, May 18, 2007

SEMINARS & TRAININGS ATTENDED:

PC LAN/WAN Setup and Windows 2008 Server Active Directory Infrastructure Administration

Computer Networking Career and Training Center, September 23 to 26, 2014

Hardware and Software Troubleshooting and Repair

Computer Networking Career and Training Center, September 15 to 19, 2014

Sabre and TierII Training

Aegis PeopleSupport Center, August 29, 2008

Expedia 134A’s Nesting/Academy Bay Program

Aegis PeopleSupport Center, June 23, 2007

Expedia Travel Specialists Initial Training

Aegis PeopleSupport Center, May 18, 2007

Qik/Shares Reservations Training

Asian Plaza, February 2007

CHARACTER REFERENCES:

References available upon request.