Andreu Carlo S. De Torres
Duncan,Canada
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
21
21
years of professional experience
Work History
Freelance Virtual Assistant
Freelance Virtual Assistant
03.2018 - 08.2024
- Responding to emails and further inquiries in the page
- Scheduling meetings
- Plan, organize, and execute office activities and meetings
- Complete word processing tasks
- Research and organize data
- Maintain and manage contacts
- Manage social media
- Gather and organize data for statistical analysis
Brand Development Executive
Brand Folio LLC
Dubai, UAE
02.2014 - 11.2017
- Company Overview: Al Joud Center Al Qouz, Dubai UAE
- Define, design and implement a creative visual merchandising strategy
- Create appealing and eye-catching visual displays that lead the customer through the entire store
- Produce window displays, signs, interior displays, floor plans and special promotions displays
- Identify key messages and set a clear image of the end result
- Come up with, revise and present design ideas with assistant merchandisers
- Act in alignment to the organization’s culture, products, image and target market
- Monitor costs and work within budget
- Oversee the production and brief staff on arranging displays
- Change displays to promote new product launches and reflect festive or seasonal themes
- Liaise with suppliers and source elements
- Research lifestyle, demographics and design trends
- Al Joud Center Al Qouz, Dubai UAE
Customer Service Associate
Teletech Holdings
Lipa City, Philippines
02.2012 - 09.2013
- Company Overview: Robinsons Lipa, Lipa City, Philippines
- Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution
- Offers alternative solutions where appropriate with the objective of retaining customer's business
- Handles business transactions in connection with activation of new customer accounts on a computer terminal
- Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar
- Makes financial decisions to protect/collect revenues and adjusts customer accounts
- May be required to achieve a sale quota
- Has broad working knowledge of companies practices and operations and demonstrates continued and consistent proficiency in most of the skill sets utilized within the Host Call Center
- Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas
- May be required to work in one or multiple queues/skill sets over various customer contact channels
- Responsible for improving customer retention through programs and service provided to the customer
- Utilizes mechanized systems to initiate and complete service orders and handle customer requests
- Continually maintain working knowledge of all company products, services and promotions
- Make recommendations according to customer’s needs on features, accessories, upgrades and rate plans
- Utilize operational systems to process purchases of AT&T products and services, i.e
- Collections, payments for Wireless bills and accessories
- Robinsons Lipa, Lipa City, Philippines
Customer Service Associate
Convergys Corporation
Muntinlupa City, Philippines
09.2011 - 12.2011
- Company Overview: North Gate Alabang Zapote Road, Muntinlupa City, Philippines
- Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution
- Offers alternative solutions where appropriate with the objective of retaining customer's business
- Handles business transactions in connection with activation of new customer accounts on a computer terminal
- Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar
- Makes financial decisions to protect/collect revenues and adjusts customer accounts
- May be required to achieve a sale quota
- Has broad working knowledge of companies practices and operations and demonstrates continued and consistent proficiency in most of the skill sets utilized within the Host Call Center
- Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas
- May be required to work in one or multiple queues/skill sets over various customer contact channels
- Responsible for improving customer retention through programs and service provided to the customer
- Utilizes mechanized systems to initiate and complete service orders and handle customer requests
- Continually maintain working knowledge of all company products, services and promotions
- Make recommendations according to customer’s needs on features, accessories, upgrades and rate plans
- Utilize operational systems to process purchases of AT&T products and services, i.e
- Collections, payments for Wireless bills and accessories
- North Gate Alabang Zapote Road, Muntinlupa City, Philippines
TEAM LEADER
CandNM Technology Solutions
Tanuan City, Philippines
08.2009 - 02.2010
- Company Overview: Tanuan City, Batangas, Philippines
- Directed call center operations as a liaison between clients, supervisors, and call center employees
- Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans
- Reviewed call center statistics to measure staff performance and the need for improvement
- Developed sales techniques of each customer service representative to drive revenue growth
- Coordinated the interviewing, hiring and training of over 12 customer service representatives
- Monitored interaction between staff and callers to ensure quality assurance standards
- Performed quality checks, developed and review performance reports, identified areas to improve, and implemented measures to improve performance levels and meet objectives
- Conducted group training sessions on products and services
- Tanuan City, Batangas, Philippines
Call Center Supervisor
Al Habtoor Valtrans Transportation and Services
Dubai, United Arab Emirates
07.2008 - 07.2009
- Company Overview: Al Qusais, Dubai, United Arab Emirates
- Directed call center operations as a liaison between clients, supervisors, and call center employees
- Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans
- Reviewed call center statistics to measure staff performance and the need for improvement
- Developed sales techniques of each customer service representative to drive revenue growth
- Coordinated the interviewing, hiring and training of over 12 customer service representatives
- Monitored interaction between staff and callers to ensure quality assurance standards
- Performed quality checks, developed and review performance reports, identified areas to improve, and implemented measures to improve performance levels and meet objectives
- Conducted group training sessions on products and services
- Al Qusais, Dubai, United Arab Emirates
Technical Support Representative
Advanced Contact Solution
Lipa City, Philippines
06.2007 - 01.2008
- Company Overview: Lipa City, Philippines
- Delivered outstanding customer service and built customer satisfaction and loyalty
- Provided effective and timely resolution of a range of customer inquiries
- Responded to orders, general customer inquiries, invoice questions, and customer complaints
- Projected a professional company image through phone interaction
- Completed ongoing training to stay abreast of product, service and policy changes
- Make sure that the customer's internet connection is working properly
- Deescalate irate customers
- Troubleshoot computer problems and determine source, and advise on appropriate action
- Complete application project-based work
- Lipa City, Philippines
Sales Representative
CYBERLAY CALL CENTER
Batangas City, Philippines
01.2006 - 01.2007
- Company Overview: Outbound Call Center, Batangas City, Philippines
- Provided effective and timely resolution of a range of customer inquiries
- Strived for one-call resolution of customer issues
- Completed ongoing training to stay abreast of product, service and policy changes
- Showed a positive and cooperative tone with both customers and co-workers
- Demonstrated best judgment in the disbursement of adjustments and credits
- Increased the customer experience by providing information on new products, rate plans, and services through up selling opportunities
- Responded to orders, general customer inquiries, invoice questions, and customer complaints
- Projected a professional company image through phone interaction
- Outbound Call Center, Batangas City, Philippines
Office Assistant
ACOH@ICAW COMPUTER SHOP
Batangas City, Philippines
01.2004 - 01.2005
- Company Overview: Batangas City
- Handled incoming telephone calls for the Manager
- Organized and maintained the filing system
- Typed reports using the Microsoft Office
- Solved users PC problems
- Provide support to staff on all company supported applications
- Answer staff questions in person and via phone on all company supported applications
- Troubleshoot computer problems
- Determine source of computer problems (hardware, software, user access, etc.)
- Advise staff on appropriate action
- Serve as liaison between staff and the technology department to resolve issues
- Work one-on-one with staff on application projects
- Provide recommendations on company application purchases
- Document resolutions for future reference
- Perform other duties as assigned
- Batangas City
Education
Associate - Computer Science
STI College
Batangas City, Philippines01.2003
Skills
- Adobe Photoshop
- Adobe Illustrator
- Adobe After Effects
- MS Word
- Excel
- PowerPoint
- Content creation
- Document preparation
- File organization
- Customer service
- Task prioritization
- Internet research
- Relationship management
- Marketing support
- Multitasking and organization
Personal Information
- Age: 40
- Date of Birth: 09/29/84
- Gender: Male
- Marital Status: Married
References
References available upon request.
Timeline
Freelance Virtual Assistant
Freelance Virtual Assistant
03.2018 - 08.2024
Brand Development Executive
Brand Folio LLC
02.2014 - 11.2017
Customer Service Associate
Teletech Holdings
02.2012 - 09.2013
Customer Service Associate
Convergys Corporation
09.2011 - 12.2011
TEAM LEADER
CandNM Technology Solutions
08.2009 - 02.2010
Call Center Supervisor
Al Habtoor Valtrans Transportation and Services
07.2008 - 07.2009
Technical Support Representative
Advanced Contact Solution
06.2007 - 01.2008
Sales Representative
CYBERLAY CALL CENTER
01.2006 - 01.2007
Office Assistant
ACOH@ICAW COMPUTER SHOP
01.2004 - 01.2005
Associate - Computer Science
STI College
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