GREGORY MARK ALMERO GABRIEL
2338 Jose Syquia St., Sta. Ana, 1009, Manila
+63 917 703 7878
[email protected]

Employment History

Citibank Business Process Solutions
Citiphone Officer
January 2017 – Present

• Main responsibility is to provide excellent customer service to clients in Australia regarding their credit card, savings, Mortgage and disputes concerns and queries via phone.
• Tasked to create report on the team performance metrics such as Productivity, Sales, Quality and/or AHT.
• Main point of contact to coordinate with other departments via email and/or chat to address customer’s issues.
• Manage disputes concerns regarding credit and debit card transactions such as gathering information, filing cases and advising customers of updates and outcome.

Tools Used: Eclipse, Firefly, Medallia, ADS, SharePoint and MS Office.

Genpact Philippines
Technical Writer
March 2016 – January 2017

• Tasked to create and update contents for the client following client-specific standards, and communicate to team members, thru email or call, in validating requests.
• Participated in client meetings for updates and coaching sessions.
• Perform Ad-hoc tasks as assigned by Manager.

Tools Used: OpenText Web Experience Management, EditLive!, SharePoint, SnagIt Editor, Adobe Photoshop, HTML, and MS Office.

Quality Assurance Analyst
May 2013 – February 2016

• Main Responsibility is to listen and objectively evaluate calls and chat transcripts.
• Conducted team meetings, coaching sessions during new hire orientations for team members regarding Quality definitions and metrics.
• Provided reports based on team members’ scores on a semi-monthly and monthly basis.
• Participated in process improvement by providing feedback and suggestions based on trends.

Tools Used: SharePoint, PAC2000, Nice application, and MS Office.

Technical Support Representative
October 2011 – April 2013

• Part of the Pioneer account for the client.
• Responsible in providing basic log in assistance – which includes password assistance, basic troubleshooting for computer connectivity and directing the customer to the proper department, if needed.
• Assisted customer in placing service request for – equipment, account and other kinds of request.

Tools Used: Uniphi, PAC2000, SharePoint, MS Office and client-exclusive tools.

Headstrong Philippines Inc.
QA Associate
April 25, 2011 – October 22, 2011

• Participated in boot camp which taught us the skillset needed for clients, which are programming and testing skills.
• Assigned as a manual tester for a foreign exchange company. Responsibilities included doing test for a specific module/functionality of the client’s software. Has background in QTP, Mainframe, and MS Office.

Awards and Accomplishments

Citibank Business Processing Solutions
• Performance Rating of 2.0 (1 being the highest) for the year 2017 in CBPS
• Top NPS performer for the year in CBPS year 2017
• Consistent NPS achiever

Genpact Philippines
• Consistent performance rating of Highly Meets Expecation (HM) and above
• Top performer for the QA team October 2015

Seminars/ Trainings Attended

Citibank Business Process Solutions
I. Mortgage Training
February 2018 – March 2018
II. Wealth Training
September 2017 – October 2017
III. Ace That Interview
October 2017
IV. Credit Card/Ready Credit Training
January 2017 – March 2017

Genpact Philippines
I. Lean Training
November 2015
II. ITIL Foundation
March 205
III. Essential Facilitation Skills L1
November 2014
IV. Assertive Communication / Communication Booster
May 2013
V. Managing Change/Managing Your Tim
November 2012

Headstrong Philippines
I. Headstrong Bootcamp
April 25, 2011 – June 2011

Educational Attainment

Tertiary University/College: St. Paul University Manila
Course: BS Information Technology
Years Attended: 2007 – 2011

Secondary School: Don Bosco Technical Institute Makati
Years Attended: 2003 – 2007