Robert Gavina Ancheta

6910 Brgy. Pio Del Pilar

Makati City, Philippines 2300

+639451904925

[email protected]

PROFESSIONAL EXPERIENCE:

Pricing/Profit&Lost/Data (PPLD) Analyst

One Outsource Direct Corporation

Shell House – 156 Valero St.

Makati City Philippines 2300

May 28 2018 – present

Responsibilities:

1.      Supports our client (Pilipinas Shell Petroleum Corporation) as Pricing/Profit & Lost/Data Analyst. My key responsibility is to ensure all data reported is accurate and analyzed in a timely manner.

2.      Download data from GSAP and extract it to MS Excel (daily, weekly and monthly).

·        Demand Forecast Accuracy Report

·        Daily Lifting Report for WCF and Fleet Solutions

·        Weekly Variance Analysis for Depot Deviation

·        WCF’s weekly Gainers/Losers.

·        Demand Forecast Figures

·        DFOA Report

·        Lifting vs. Invoiced Report

·        Monthly Retail Volume

·        OCI’s DMS Report

3.      Upload forecasted volumes in Apollo

·        M+3 Nominations.

·        LE Mid-month Nominations

·        Apollo Actualization

·        Mapping of unmapped agreements

4.      Maintain customer’s contract through Citrix.

·        FED REF Creation for New Agreement/Contract

·        FED REF Contract Extension

5.      I work closely with Wholesale Commercial Fuels gathering Commentaries from Account Manager’s LE vs. DF Variance and maintain Sales Team’s Account information.

6.      Finally, attend to adhoc requests when needed

·        Book and find available rooms through Condeco.

·        Provide Latest Estimate Volume

·        Maintenance of Account Mapping

·        HB and Reseller YTD Volumes

·        Analyze data with variance when needed

·        Extract volume report for specific customers/accounts when needed.

Administrative Assistant

Five Star Car Rentals

2/11 Northview St.

Mermaid Waters, QLD 4218

November 20 2017 to May 11 2018

Responsibilities:

1.      Act as the point of contact for internal and external customers.

2.      Answer and direct phone calls (B2C/B2B).

3.      Preparing documents for customers renting a car from the company.

·        Rental terms and conditions

·        Car rental insurance coverage

·        Arrange airport Drop off and Pick up schedule

4.      Assist customer for insurance claims in case of loss, damage and/or car accidents.

5.      Maintain car quality at all times.

6.      Submit and reconcile expense reports.

Part-Time Appointment Setter

Elite Marketing Group

8 Annerly Rd.

Woolloongabba QLD 4102

December 04 2017 to April 27 2018

Responsibilities.

1.      Door to door sales for Solar Panel.

2.      Communicate with the corporate office for possible leads.

3.      Educate homeowners of Solar Panel benefits.

Customer Care Representative

American Express Bank.

VXI Global Solutions

Cor. Buendia Ave. Makati City. Philippines 2300

January 25 2016 – October 17 2017

Responsibilities:

1.      Professionally deliver an extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment. Assist customer’s credit card inquiries

2.      Assist customer’s credit card inquiries

·        Dispute Resolutions

·        Rewards Inquiries

·        Card Account Actions (Lost & Stolen Report and Travel Notifications).

·        Card issuance and Balance inquiry

·        Statement and Transaction Inquiries (Balance, Fees and Transactions).

Associate Team Manager

Convergys Philippines Inc.

Makati City Philippines 2300

October 2013 – December 2015

Associate Team Manager

H&R Block: October 2013 – April 2014

CenturyLink DSL: April 2014 – December 2015

Responsibilities:

1.      Conduct call listening session to ensure quality customer service.

2.      Maintain and exceed team performance and attendance rates.

3.      Provide real-time intervention when needed, weekly/daily agent feedback base on the urgency, coaching sessions to monitor CCP’s personal and professional growth.

4.      Review and scrub customer satisfaction surveys to address NPS and CSAT drivers.

5.      Perform Bi-Weekly Report to ensure clients and business needs are met.

6.      Edit CCP’s time card and file CCP’s Personal and Vacation Time Off.

7.      1-hr phone time every week base on the standards of the company.

8.      Report directly to the Operations Manager and provide RYG performance review.

9.      Lead and build 20 – 30 CCP’s.

10.   Create action plan to ensure KPI’s are met and alleviate high attrition rate.

11.   100% Completion Rate (Daily deliverables, escalations, update policies and procedures).

12.   Cascade updates regarding product knowledge, policies and procedures.

Customer Service Representative

Telstra

Telephilippines Inc.

Pasay City, Philippines

April 2013 – September 2013.

Responsibilities:

1.      Answer high volume inbound calls.

2.      Landline and mobile billing inquiries.

3.      Basic Mobile and landline troubleshooting.

4.      Provide extraordinary customer service.

Executive Representative

Verizon US Conferencing

Aegis People Support

Makati City, Philippines 2300

January 2012 – February 2013

Responsibilities.

1.      Professionally assist Fortune 500 companies in joining and leading their business conferences.

2.      Answer calls for outbound and inbound conference reservations.

3.      Ensure client’s business conference/bridge will not have technical issues, all participants are joined in and stay in their conference to answer promptly when needed.

4.      Billing inquiries and additional features in their conference/bridge.

Customer Service Representative

Cincinnati Bell Telephone – Prepaid

Startek International Limited

Makati City, Philippines 2300

May 2011 – September 2011

Responsibilities:

1.      Answer customer’s inquiries within Cincinnati, Davenport and Idaho customers.

2.      Recharge customers’ mobile minutes and upsell additional telecommunication products.

3.      Upsell mobile minutes, units and service upgrades.

SiTEL Philippines Incorporation.

BCEZ Loakan Rd.

Baguio City, Philippines

December 2008 – April 2011

AT&T DSL: Technical Support Representative: December 2008 – January 2009.

Capital One Bank: Customer Service Representative: February 2009 – April 2011.

Responsibilities:

3.      Answer inbound calls and provide extraordinary customer service whilst troubleshooting internet connection.

4.      Modem configuration and internet connection troubleshooting

5.      Scheduling dispatch when needed

6.      Provide extraordinary customer service whilst answering customer’s credit card inquiries

7.      Dispute Resolutions

8.      Rewards Inquiries

9.      Card Account Actions (Lost & Stolen Report and Travel Notifications).

10.   Card issuance and Balance inquiry

11.   Statement and Transaction Inquiries (Fees and Credit Card Transactions).

SKILLS:

1.      Advance knowledge of Microsoft Applications

2.      Java Programming

3.      Excellent verbal and written English

4.      High attention to details

5.      Highly skilled in accepting cash, cheque and other forms of payments from the customers

6.      Team Player and people person skills

7.      Excellent Customer Service skills

8.      I can lead and build a team

9.      Innovative coaching strategies to ensure employee’s personal and professional growth

EDUCATION:

Advance Diploma in Leadership and Management

Queensland Academy of Technology

March 27 2018 – May 11 2018

Bachelor of Science in Information Technology

Systems Technological Institute

Makati City, Philippines 2300

June 2012 – March 2013

PROFESSIONAL TRAINING:

Coaching Convergys Leaders and Coaches

Convergys Philippines Inc.

Makati City, Philippines

Discover your Inner Coach

Brisbane, QLD

February 2018

Youth Camp: Leadership Training

Breviarians Baguio City Chapter

Training for Call Center NCII

SiTEL Academy Philippines

Baguio City Philippines

PERSONAL BACKGROUND:

NAME: Robert Gavina Ancheta

CONTACT #: +639451904925

AGE: 28 yrs. old

DATE OF BIRTH: 21/11/1989

PLACE OF BIRTH: Baguio City, Philippines

HEIGHT: 5’5

WEIGHT: 63kg

CHARACTER REFERENCE:

Malou Pineda

Channel Optimizer

One Outsource Direct Corporation

Shell House – 156 Valero St.

Makati City, Philippines

+639263514210

Alexander R. Bautista

Risk & Compliance Officer

Sun Rise Inc.

Burgundy Tower – Sen. Gil Puyat Ave.

Makati City, Philippines

+639171457143