CHESTER BACHO
Las Pinas City
Summary
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
12
12
years of professional experience
Work History
Complaints Escalation Manager
Telstra International Philippines, Inc
Makati City, Metro Manila, Philippines
10.2023 - Current
- Act as the primary customer liaison, efficiently resolving diverse inquiries and delivering high-quality support that drives customer satisfaction and strengthens client relationships.
- Developed and maintained relationships with customers and suppliers through account development.
- Collaborated with stakeholders to align organizational goals with operational capabilities.
- Led cross-functional teams to enhance project delivery and operational efficiency.
Team Lead Secondment
Telstra International Philippines, Inc
07.2023 - 09.2023
- Led cross-functional teams to enhance operational workflow efficiency and productivity.
- Implemented process improvements that reduced response times and increased customer satisfaction.
- Mentored junior staff, fostering skills development and knowledge sharing within the team.
Complaints Specialist
Telstra International Philippines, Inc
08.2020 - 06.2023
- Resolved escalated customer complaints through effective problem-solving and conflict resolution techniques.
- Collaborated with cross-functional teams to identify root causes of issues and implement corrective actions.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Messaging Specialist
Telstra International Philippines, Inc
06.2019 - 08.2020
- Oversaw the integration of new messaging tools, improving team productivity and communication effectiveness.
- Collaborated with cross-functional teams to ensure seamless implementation of messaging projects.
- Enhanced customer satisfaction by resolving messaging-related issues promptly and effectively.
Billing and Technical Consultant
Telstra International Philippines, Inc
10.2017 - 06.2019
- Created comprehensive documentation detailing technical specifications, system configurations, procedures, and user guides for reference purposes both internally and externally for clients.
- Fostered culture of continuous improvement, leading to development of innovative solutions that met unique client needs.
- Developed technical documentation and user manuals, ensuring clarity and accessibility for end-users across various platforms.
Technical Support Representative
Telstra powered by Teletech
Pasay City
08.2016 - 10.2017
- Diagnosed and troubleshot hardware, software and network issues.
- Used ticketing systems to manage and process support actions and requests.
- Resolved technical issues for customers using remote diagnostic tools and troubleshooting techniques.
Customer Service Representative
Alorica Philippines
Quezon City
09.2016 - 10.2017
- Responded to customer requests for products, services, and company information.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Managed customer inquiries and resolved issues efficiently through various communication channels.
Secretary
One Man Merchandising
06.2015 - 08.2015
- Managed customer payment collections (check and cash) from provincial agents, processed bank deposits, prepared sales invoices using stock cards, and handled supplier payments and reporting requirements.
- Answered multi-line phone system and enthusiastically greeted callers.
- Scheduled appointments and conducted follow-up calls to clients.
- Oversaw inventory management of office supplies, ensuring availability while minimizing costs through strategic planning.
- Facilitated communication between departments, promoting collaboration on key projects and initiatives.
Intern
Bureau of Customs
01.2015 - 03.2015
- Assistant Secretary to the Director's Office of the Legal Services
- Assisted in processing import and export documentation to ensure compliance with customs regulations.
- Conducted data entry using customs management software to maintain accurate records and streamline operations.
Education
Elementary and High School -
Lorenzo Ruiz Academy
01-2009
Bachelor of Arts - Consular and Diplomatic Affairs
De La Salle College of Saint Benilde
Vito Cruz01-2016
Skills
- Complaint Resolution
- Administrative Support
- Data Interpretation
- Process Improvement
- Microsoft Office proficiency
- AI tool utilization
- Client interaction
- Proficiency with CRM platform
Timeline
Complaints Escalation Manager
Telstra International Philippines, Inc
10.2023 - Current
Team Lead Secondment
Telstra International Philippines, Inc
07.2023 - 09.2023
Complaints Specialist
Telstra International Philippines, Inc
08.2020 - 06.2023
Messaging Specialist
Telstra International Philippines, Inc
06.2019 - 08.2020
Billing and Technical Consultant
Telstra International Philippines, Inc
10.2017 - 06.2019
Customer Service Representative
Alorica Philippines
09.2016 - 10.2017
Technical Support Representative
Telstra powered by Teletech
08.2016 - 10.2017
Secretary
One Man Merchandising
06.2015 - 08.2015
Intern
Bureau of Customs
01.2015 - 03.2015
Elementary and High School -
Lorenzo Ruiz Academy
Bachelor of Arts - Consular and Diplomatic Affairs
De La Salle College of Saint Benilde
References
- Ryan Frias, Support Lead, Telstra International Philippines, 09061876428
- Angelo Villarey, Team Escalation Lead, Telstra International Philippines, 09328754356
- Jimmy Valdez, President and CEO, One Man Merchandising, 09278575928