CECILIO M. RAMOS, JR.
Customer Service Professional
Calgary,CANADA
Summary
Dynamic Customer Service Team Lead with proven success at BASS PRO SHOPS, excelling in performance monitoring and complaint resolution. Adept at coaching teams to exceed KPIs while ensuring customer satisfaction. Skilled in CRM software and committed to enhancing client engagement through strategic sales initiatives.
Overview
31
31
years of professional experience
Work History
Customer Service Team Lead
BASS PRO SHOPS
Rocky View, Canada
09.2022 - Current
- Handles customer concerns/complaints regarding their retail products purchased.
- Process payments (cashiering), applies rewards points, authorizes discounts and mark downs on some retail products.
- Assist customers with their hunting licenses, renewals, and updates.
- Monitors performances of cashiers, cs staffs based on the KPI set by the company.
- Assists the MOD in overseeing the day-to-day operations. Such as scheduling, planning, provides feedbacks and coaching/training of cashiers and mentoring customer service staffs.
Jewelry Consultant – Seasonal
PEOPLES JEWELLERS by SIGNET
Calgary, Canada
12.2022 - 01.2023
- Directly assist customers regarding jewelry inquiries.
- Process payments (cashiering), applies rewards points, authorizes discounts and mark downs on some jewelries on sales or in promotions.
- Responsible in re-stocking of items on display.
- Assists the MOD in overseeing the day-to-day operations and sales monitoring.
Customer Service Account Manager
TATA CONSULTANCY SERVICES (TCS)
Angeles City, Philippines
05.2019 - 07.2022
- Manages a team of agents who handles customer enquiries on billing concerns, tier 1 technical support, and sales and product promotions.
- Process payments, upgrades mobile and bundle packages, process new internet and mobile connections.
- Prepares and submits reports such as QD monitoring reports, weekly agent monitoring reports and daily attendance reports.
- Prepares the team’s work schedules, corrects time in and time out in the system for payroll purposes.
Part OwnerProprietor
DAVID’S MEATSHOP
City of San Fernando, Philippines
11.2016 - 04.2021
- Meat shop operation. Sales and distributorship of Magnolia chicken products.
- Takes care of daily inventory and monitors daily sales input.
Customer / Technical Support
ARVATO BERTESLMANN CORP.
Malabanas, Philippines
10.2015 - 08.2016
- Personalized attention to customers’ concerns, regarding technical issues with their gaming consoles, subscription matters, and billing issues and other support complaint.
- Process orders and payments for subscription renewals and sales.
- Performs collections purposes on their past due accounts on their subscriptions.
- Provide in dept analysis to consumers about the newly released games licensed by X-Box.
Team Manager
TELSTRA – CONVERGYS INC.
Quezon City, Philippines
06.2014 - 10.2015
- Manages the team of agents who handles customer enquiries on billing, technical support, and sales and product promotions.
- Assist in handling customer enquiries regarding billing, technical support, and sales and product promotions.
- Prepares and submits reports such as QD monitoring reports, weekly agent monitoring reports and daily attendance reports.
- Collects and process payments, upgrades mobile and bundle packages, process new internet and mobile connections/subscriptions.
- Provide assistance to newly trained agents while taking calls, to ensure their performance meets the required Key Performance Indicators set by Telstra management.
- Provides regular coaching and training to agents to ensure KPI's are met on weekly and monthly basis.
- Prepares reports as required by Operations Manager from time to time.
Marketing Specialist
CM JUNO MEDICAL MERCHANDISING
Quezon City, Philippines
06.2013 - 12.2013
- Directly assigned in handling the marketing, sales, collections and distribution of the product (drug) to all hospital pharmacies and drugstores.
- Coordinates with all neurologists, neuro-surgeons, cardiologists and internal medicine practitioners to prescribe the product to their patients as part of their therapeutic regimen.
- Prepares accounts for billing and collections.
Customer Support Specialist
UNITED PARCEL SERVICES (UPS)
Clarkfield Air Base, Philippines
11.2012 - 05.2013
- Provides customer service support in processing shipment schedules for freight customers.
- Provides rate quotations, billing concerns, payments processing and collections to customers.
- Assist customers in tracking miss-routed shipment(s) and provide solutions.
Virtual Assistant – Administrative Officer
REMA LEE PROFESSIONAL REALTY GROUP LLC
Home Based Employment Staffing, Philippines
10.2010 - 11.2012
- Prepares the schedule of the client; making follow-up calls to all prospective sellers and buyers of real estate properties.
- Handles and updates fan pages of the client on Face Book for advertising and promotions.
- Prepares billing notices to leasing clients and process collections/payments.
- Responsible for creating newsletters for the company’s advertising campaign.
AVP (Team Manager) for J.P. Morgan Chase Credit Card
IQOR PHILIPPINES INC.
Clarkfield Air Base, Philippines
06.2008 - 09.2010
- Monitor the performances of the agents through the volumes of their collections and key performance indicator (KPI) metrics.
- To ensure that all collection agents/representatives are able to meet the standard KPI’s set by JP Organ in order to maintain the service delivery level of the company.
- Provide coaching/training to all agents/representatives that would help them grow with their daily assumption of their duties and responsibilities.
- Prepares monthly reports required for monthly reviews and present it to the Vice President for Operation.
Program Supervisor (Team Leader) for Intuit: Turbo Tax
SUTHERLAND GLOBAL SERVICES
Clarkfield Air Base, Philippines
09.2006 - 03.2008
- Primary task of a supervisor is to supervise the team composed of 15 agents handling the Phone, Chat and Email queue.
- Coach agent when needed to improve their respective performances based on their metrics.
- Prepares and submits reports such as QD monitoring reports, weekly agent monitoring reports and daily attendance reports.
- Reports directly to the Program Manager concerning the operations, scheduling and staffing.
Billing and Collections Officer IV
QUEDAN, RURAL CREDIT AND GUARANTEE CORPORATION
City of San Fernando, Philippines
03.2003 - 12.2005
- Responsible for preparing and issuing billing statements for all borrowers on a monthly basis.
- Assists borrowers in processing restructuring or rescheduling of their past due loans.
- Prepares and issues demand letters to past due or delinquent borrowers every month.
- Recommends defaulting or delinquent accounts to the legal department for legal actions.
Warehouse Man / Shipping and Receiving
MICROCELL INTERNATIONAL, INC.
Los Angeles, USA
05.2002 - 09.2002
- Handles the inventory and quality control in a factory of Cellular Phone retailer company.
- Also responsible for its shipping and receiving of units.
- Does other duties be assigned such as sales, stocking, and repackaging of the units.
Market Trader
PERFORMANCE FOREX INCORPORATED
Makati City, Philippines
10.2000 - 02.2002
- A financing consultancy firm involved in the trading of investments through the money market trading, or widely known as foreign exchange trading.
- Gives the client the information about the flow of foreign currencies in the market, gives out analytic suggestions and market forecast and its latest trends and money movements.
- Trade the client’s investments through the internet.
Administrative Officer
WILLIAM UY CONSTRUCTION CORPORATION (WUCC)
Pasay City, Philippines
07.1998 - 09.2000
- Responsible for the implementation of all administrative functions, such as handling of the recruitment / screening / interviewing of applicants.
- Implements of rules and regulations of the company.
- Responsible for all HR functions from hiring, employment, benefits, training and payroll processing.
- Conduct employee orientation and training.
- Coordinate with the Engineering department to assist in preparations of all bidding documents for government projects.
Senior Sales Manager (Division 1, Branch 2)
FIRST ESTATE PHILIPPINE PROPERTIES, INC. (FEPPI)
Mandaluyong, Philippines
07.1994 - 05.1998
- A real estate selling and a marketing firm that markets high end condominiums located in Ortigas Center and Makati area.
- Also markets house and lots located in Las Piñas and in Cavite.
- Directly responsible for meeting the required sales output set by the company for all of its branch managers.
- Provides selling techniques and product knowledge training to sales managers and sales executives.
- Prepares marketing plans and monthly sales reports.
- Assist managers and agents in closing a selling transaction from time to time.
Education
Bachelors of Science - Marketing
SAN BEDA UNIVERSITY
Manila, Philippines01.1994
High School (Graduate, Diploma) -
SAN BEDA COLLEGE
Manila, Philippines01.1990
Grade School (Graduate, Diploma) -
ATENEO DE MANILA UNIVERSITY
Quezon City, Philippines01.1986
Skills
- MS WORD
- MS EXCEL
- POWER POINT
- CRM (Sybil, Jarvis, Profit Tool, Nice, Citrix)
- IEX
- CMS tools
- Shipping procedures
- Service standard compliance
- Payment processing
- Customer relationship management
- Scheduling logistics
- Performance monitoring
- Customer inquiries resolution
- Coaching techniques
- Time management
- Attention to detail
- Client engagement
- Staffing oversight
- Strategic sales
- Sales
- Order fulfillment
- Team Training
- Data management
- Receiving support
- Escalation handling
- Inbound call answering
- Complaint resolution
- Shipping and receiving
- Compliant resolution
- Professional telephone demeanor
- Recordkeeping strengths
- Interpersonal communications
- Customer satisfaction
- Cash handling
- Performance evaluation
- Business writing
- Money handling
- Call center experience
- Administrative support
- CRM software expertise
- Professionalism
- Goal setting
References
- Richiella R. Pangan, Guest Service Lead, Baggage Department, WestJet, (403)891-9899
- Kathy Botsford, Human Resource Manager, Cabela’s & Bass Pro Shops, (403)408-9796
Training
- Turbo Tax (Intuit) Product Training, Sutherland Global Services, 09/17/06, 10/07/06
- United Parcel Service (UPS) Customer Service Product Training, 11/30/12, 12/29/12
- Telstra Telecoms Product Training, Billing and Sales, 06/02/14, 07/25/14
Personality Profile
- Quick learner who adapts to the tools available to successfully accomplish assigned tasks
- Known to be a problem solver and result oriented
- Ability to work under pressure and handling multiple assignments
- Pays attention to detail to ensure maximum success rate of assigned task
- Communicate in the English Language proficiently and fluently both oral and written
- Enhanced management skills like organizational structure preparation, budget preparation, proper tasking and manpower staffing/scheduling
Personal Information
- Age: 54
- Height: 5'5"
- Weight: 170 lbs.
- Date of Birth: 12/01/71
- Gender: Male
- Nationality: Filipino
- Marital Status: Married
- Religion: Born-Again Christian
- Place of Birth: Quezon City, Philippines
Timeline
Jewelry Consultant – Seasonal
PEOPLES JEWELLERS by SIGNET
12.2022 - 01.2023
Customer Service Team Lead
BASS PRO SHOPS
09.2022 - Current
Customer Service Account Manager
TATA CONSULTANCY SERVICES (TCS)
05.2019 - 07.2022
Part OwnerProprietor
DAVID’S MEATSHOP
11.2016 - 04.2021
Customer / Technical Support
ARVATO BERTESLMANN CORP.
10.2015 - 08.2016
Team Manager
TELSTRA – CONVERGYS INC.
06.2014 - 10.2015
Marketing Specialist
CM JUNO MEDICAL MERCHANDISING
06.2013 - 12.2013
Customer Support Specialist
UNITED PARCEL SERVICES (UPS)
11.2012 - 05.2013
Virtual Assistant – Administrative Officer
REMA LEE PROFESSIONAL REALTY GROUP LLC
10.2010 - 11.2012
AVP (Team Manager) for J.P. Morgan Chase Credit Card
IQOR PHILIPPINES INC.
06.2008 - 09.2010
Program Supervisor (Team Leader) for Intuit: Turbo Tax
SUTHERLAND GLOBAL SERVICES
09.2006 - 03.2008
Billing and Collections Officer IV
QUEDAN, RURAL CREDIT AND GUARANTEE CORPORATION
03.2003 - 12.2005
Warehouse Man / Shipping and Receiving
MICROCELL INTERNATIONAL, INC.
05.2002 - 09.2002
Market Trader
PERFORMANCE FOREX INCORPORATED
10.2000 - 02.2002
Administrative Officer
WILLIAM UY CONSTRUCTION CORPORATION (WUCC)
07.1998 - 09.2000
Senior Sales Manager (Division 1, Branch 2)
FIRST ESTATE PHILIPPINE PROPERTIES, INC. (FEPPI)
07.1994 - 05.1998
Bachelors of Science - Marketing
SAN BEDA UNIVERSITY
High School (Graduate, Diploma) -
SAN BEDA COLLEGE
Grade School (Graduate, Diploma) -
ATENEO DE MANILA UNIVERSITY