Bjorn Gonzales Serdoncillo
LEAN SIX SIGMA: YELLOW BELT EXPERT, COMMUNICATION COACH
Imus
Summary
To be able to work and establish a vibrant career in a stable institution committed to global competence and service that offers challenges and opportunities for personal and professional advancement. Application of my knowledge and skills on a task with perfection.
Overview
13
13
years of professional experience
4011
4011
years of post-secondary education
20
20
Certifications
Work History
Healthcare Advocate Coach
Optum Global Solutions
06.2019 - 02.2025
- Healthcare experience, Started at the Medicare and Retirement MA East and Prescription Drug plan, assisting healthcare and prescription for retirees, then MA West, and as the company grows, upskilled and trained to various businesses like Massachusetts Vaccine, MA New York, then took the role of Advocate Coach for 7 batches running 2020 to 2022, then the most recent is from May 2023, was moved to Specialty Benefits Dental, took the role of OJT Coach for the period of September 2023 to May 2024, then recently upskilled to Specialty Benefits Vision ranging from May 2024 to February 2025,
- Where I became a seasonal Coach for new hire classes, and newly endorsed teams.
Customer Service Representative
Transcom
06.2017 - 05.2019
- Talktalk, Telecommunications for U.K
- Customers with simple online guide, bill queries, checking best promotions and discounts, adding or removing services, Disconnection/ Reconnection, Reinstatement and Signing up for new services
Apple Technical Support Representative
Concentrix
08.2016 - 01.2017
- Apple IOS Devices assistance, iTunes troubleshooting, battery and OS upgrades, store appointments
- Basic phone, computer and other device troubleshooting, and application usages
Customer Service Representative
Convergys
07.2014 - 05.2016
- AT&T U-verse, Internet Service Providers that provided a packaging service for TV/Cable, Digital Phone and Internet, troubleshooting different brand and models of TV/remote, Cellphones and cable/wirings, Billing and Payment, Setting a technician appointment and installation of services
- Signing up new members in the AT&T network
Customer Service Representative
ACS Xerox
11.2013 - 05.2014
- A mobile telecommunication, Customer Service for Sprint Mobile, password reset, order assistance, network and bill explanation to the basics of customer service
Customer Service Representative
Eperformax Contact Centers and BPO
03.2013 - 08.2013
- Ebay assistance from reported post, disputes and refund issues for Fraud and Safety department
Technical Assistance
Genpact Services LLC
10.2011 - 01.2013
- Technical assistance for bank personnel for Wells Fargo, Technology Connection and a few months on Order Management department, gives a depth to my retail, finance and banking experience
Education
Bachelor of Science - Information Technology Major in Robotics
AMA Computer University
01.2006 - 01.2011
Bachelor of Science - Information Technology
AMA Computer College
Dasmarinas, Province Of Cavite, Philippines 04.2004 - 01.2006
Secondary -
Imus Institute
Imus, Cavite01-2004
Elementary -
Saint Jane Frances School
Imus, Cavite01-2000
Skills
System Software
Microsoft Windows
Mac OS
Linux (basic)
Citrix Workspace
Certification
Process Improvement Foundations, Optum, 01/2025
Skills - Digital Soft Skills
Microsoft Windows, Mac OS, Linux (basic), Citrix Workspace, Mobile (Android/iOS), Microsoft Office tools (Word, Excel, PowerPoint), CRM tools (Salesforce, Pipedrive, Monday etc.), Basic Data Entry tools, Efficiency with basic AI tools, Adobe Photoshop version CS, CS2, CS3, and CS4, 55-70 words per minute typing skill, Basic Mobile apps and PC based photo and video editor platforms
Personal Information
- Age: 37
- Place of Birth: Manila
- Height: 5'7"
- Weight: 81 Kgs
- Citizenship: Filipino
- Date of Birth: 08/07/87
- Marital Status: Single
- Religion: Roman Catholic
Timeline
Healthcare Advocate Coach
Optum Global Solutions
06.2019 - 02.2025
Customer Service Representative
Transcom
06.2017 - 05.2019
Apple Technical Support Representative
Concentrix
08.2016 - 01.2017
Customer Service Representative
Convergys
07.2014 - 05.2016
Customer Service Representative
ACS Xerox
11.2013 - 05.2014
Customer Service Representative
Eperformax Contact Centers and BPO
03.2013 - 08.2013
Technical Assistance
Genpact Services LLC
10.2011 - 01.2013
Bachelor of Science - Information Technology Major in Robotics
AMA Computer University
01.2006 - 01.2011
Bachelor of Science - Information Technology
AMA Computer College
04.2004 - 01.2006
Secondary -
Imus Institute
Elementary -
Saint Jane Frances School