JUMARY MARK TOMAS

[email protected]

7th Street, Al Touba, Al Ain City, Abu Dhabi, United Arab Emirates

+971 54 382 3788

CAREER OBJECTIVE
To make optimum utilization of my knowledge and skills in any related customer service, Sales and Information technology matter and utilize opportunities effectively for professional growth and to contribute in the best possible way for the betterment of the organization and self.

PERSONAL INFORMATION
Date of Birth​​: ​June 09, 1995

Age​​​: ​23

Marital Status​​:​Single

Nationality​​:​Filipino

Passport Number​:​P2962056A

Visa Status​​:​Tourist Visa

Validity of Visa​:​March 08, 2019

KEY SKILLS
• Computer Literate: can understand specific applications used by the company.
• Customer-Service oriented: able to negotiate / deal with customers exceptionally using different phases (Engage, Solve and Satisfaction) in customerexperience blueprint.
• Sales: Able to closed sales through phone and Face to Face interaction professionally
• Billing-Oriented:  can understand, internalize and explain billing issues, complaints and disputes professionally.
• Exceptional English and Filipino Language Communicator: Verbal and written.
• Cashiering , Filing and inventory
EDUCATIONAL BACKGROUND
Elementary​​:​Bobon Second Elementary School​​​​​​​​​Bobon Second, Camiling, Tarlac

2002-2008

Secondary​​:​Bintawan National High School​​​​​​​​​Bintawan Sur, Villaverde, Nueva Vizcaya

2010-2012

Tertiary​​:​Nueva Vizcaya State University​​​​​​​​​Bayombong, Nueva Vizcaya

2012-2016

​​​​Degree: Bachelor of Science in Information Technology

​​

WORK EXPERIENCES
Duration:  May 25, 2016 – September 02, 2018

• Position : Operations Customer Service Representative III
• Name of Office/Unit: Telus Communication (CANADA) –Mobile and Home Services
• Name of Agency/Organization and Location: Telus International Philippines Inc. Market Market Mall Site. 5th Floor, Market Market Mall, Bonifacio Global City, Taguig City, Metro Manila Philippines
Summary of Actual Duties

o Responsible to greet every customer and build rapport for a successful and conversational communication.
o Responsible to assist them  in any concerns(Mobility and Home services)  like:
– Billing:

Distinguished Billing errors, Changes in the bill (Proration), and amendingthe bill.

– Sales:

Responsible  to  give  the best value that customer is paying.
– Payment:

Collect payments and set pre-authorized payments via IVR, settingpayment arrangements for those customers who are not able to pay bills on their due dates.

– Service Changes:

Assisting customers who would like to make changes on the account like: adding new features (unlimited data, TV channels, home phone features, TV, high speed internet and even optik TV.) removing excess andunused features. Also qualifying customers if they ask for discounts.

– Direct to Customer Agent:

I am the D2C helpdesk. So I am responsible in processing onlineorders, checking customer qualification, booking D2C order and provide a technician and schedule of installation dates. Both Home services (optik TV, internet and home phone) and even Mobility (wireless phones).

– Corporate stores, retailers and outlet stores help desk:

I am responsible to assist our dealers through Live Chat and Calls for any inquiry. Like activations, changes and even cancellations.

o Responsible to work on task: not every service activations and changes are good to go. So   every failed activations and changes are needed to work on still.  We do call back and even follow- up to make it successful.
o Responsible to work on Direct to customer Ipad Orders: every D2C agents has its own IPAD where they can add orders and changes, and that orders will flow to our system, where we are responsible to qualify and booked for the agent.
o Lastly, did basic troubleshooting for customers having technical issues on their services.
Duration: April 2016 – May 2016 (Contractual)

• Position : Vote Counting Machine Technician
• Name of Office/Unit: Commission On Elections : National and Local elections 2016
• Name of Agency/Organization and Location: LRA Pacific manpower agency/ Villaverde Central School Voting Center, Nueva Vizcaya, Philippines.
Summary of Actual Duties

o Responsible For Four (4) machines/precincts in the voting center, ballots and other paraphernalia’s used in the voting center.
o Responsible to assist the voting center chairman and personnel for any technical issues and concerns.
o Responsible for the privacy of the machine (lock and unlock feature).
o Responsible to transport back/return the machines to Municipal Election Chairman for validation and reports.
 

​

Duration:  October 2015 – April 2016 (Internship)

• Position : Public Assistant  and Complaint Desk Officer (Receptionist)
• Name of Office/Unit: Philippine Health Insurance Corporation.
• Name of Agency/Organization and Location: Local Health Insurance Office/ Solano, Nueva Vizcaya Philippines.
​

Summary of Actual Duties

o Responsible to greet and help all customers upon entering the office, and Discuss procedures of the office.
o Responsible to distinguished customer’s concern and direct them to the right department in the office.
o Personal Assistant of the PWD’s(person with disabilities  and even Senior Citizens)
o Responsible to stay in a hospital (Nueva Vizcaya Provincial Hospital and Veterans Regional Hospital) during weekends and holidays and assist those patients who are not completely finish all necessary forms and procedures needed before the discharge of the patient.
o
Duration:  May 09, 2013 – December 10 2015

• Position : Administrative Assistant Cum Cashier
• Name of Office/Unit: Nestor A. Tiongson Concrete Products
• Location: Lumabang St. Brgy Quezon, Solano, Nueva Vizcaya, Philippines
Summary of Actual Duties

o Responsible to greet and help all customers upon entering the office
o Creates a positive first impression for the customer through an energetic attitude
o Provides customers with current relevant information about the products
o Responsible to accept all calls and emails and address it professionally.
o Responsible to check and update all stocks ( deliveries  and Orders) using MS Excel
o Responsible in operating the cash register, receive payments in cash, and cheques and produce change and receipts to customers
o Responsible to deposit all collected  money daily
o Responsible to create weekly reports and discussed during meetings. Using MS PowerPoint and MS Excel
Duration:  January 2010 – October 2012

Position : Waiter/Food Handler and Kitchen Helper

• Name of Business: Lydia’s Catering Services
• Location: Gen. Santos St, Poblacion North, Solano, Nueva Vizcaya, Philippines
​

Summary of Actual Duties

o Responsible to display all foods and arrangeneatly (Table Setting).
o Responsible in greeting guests and acknowledge request in professional way.
o Responsible to cater all guests’ needs and requests wholeheartedly.
o Responsible to discuss if by chance customer asks the recipe of the specific menu. (HALAL)
o Responsible in cleaning the area before and after event.
 

AWARDS AND CERTIFICATES
• Best Agent in Productivity – FFH CLOS for the month of July 2018
Telus International Philippines, Taguig City, Philippines

July 2018

• Best Agent in Productivity – FFH CLOS for the month of June 2018
Telus International Philippines, Taguig City, Philippines

June 2018

• FFH Channel Live Order Support to D2C Mobility Training Passer
Telus International Philippines, Taguig City, Philippines

June 2018

• FFH Channel Live Order Support Score Card/Matrices Passer
Telus International Philippines, Taguig City, Philippines

July 2017 –May 2018

• FFH Channel Live Order Support Training Passer
Telus International Philippines, Taguig City, Philippines

July 2017

• FFH Service 2.0 Training Program Passer
Telus International Philippines, Taguig City, Philippines

February 2017

• FFH Care Inbound New Hire Training Program Passer
Telus International Philippines, Taguig City, Philippines

August 2016

• Customer First Champion Awardee Second Quarter (2016)
FFH Care Inbound – Telus International Philippines, Taguig City, Philippines

July 2016

• Nueva Vizcaya State University Graduating Class 2016 President
Nueva Vizcaya State University, Bayombong, Nueva Vizcaya, Philippines

April 2016

• Certificate of Completion
​Philippine Health Insurance Corporation – Internship

​Local Health Insurance Office – Solano, Nueva Vizcaya, Philippines

​May 2016

​

• SMMT-TIM 2016 Vote Counting Machine Training Passer
​Commission on Elections – Ventures Link – LRA Pacific

Solano, Nueva Vizcaya, Philippines​

February 2016
• Regional Youth Hours – Leaders Congress Participant
​Ten Outstanding Students of the Philippines

​Solano, Nueva Vizcaya, Philippines

December 2015

• Echo Seminar Speaker
Nueva Vizcaya State University, Bayombong, Nueva Vizcaya, Philippines.

November 2014, and 2015

• Search for Outstanding Student (Top 10) Finalist
​Nueva Vizcaya State University, Bayombong, Nueva Vizcaya, Philippines

July 2015

• College of Arts and Sciences Leadership Awardee
​Nueva Vizcaya State University, Bayombong, Nueva Vizcaya, Philippines

​2014,2015 and 2016

• College of Arts and Sciences Student Council Elected President
​Nueva Vizcaya State University, Bayombong, Nueva Vizcaya, Philippines

​May 2014​

CHARACTER REFERENCES
 

ERIN MARY GALOSO

Team Manager

Telus International Philippines, Taguig City, Metro Manila, Philippines

+63 917 634 9494

DAISY MYR ALCAZAR

Learning Specialist

Telus International Philippines, Taguig City, Metro Manila, Philippines

+63 926 708 5251

JOAN HAZEL V. TIONGSON

Professor, College of Arts and Sciences

Nueva Vizcaya State University, Bayombong, Nueva Vizcaya, Philippines

+63 917 5695 808

I hereby certify the above information is true and correct to the best of my knowledge and ability.

JUMARY MARK TOMAS

​​​​​​​​  Applicant

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