Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Darryl Apostol

Darryl Apostol

San Pablo City

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

16
16
years of professional experience

Work History

Lead Operator

Go Go Quincy
05.2023 - Current
  • Independently managed customer queries and issues whilst under high pressure and in deadline-driven environments.
  • Led efforts to establish a strong company culture, emphasizing core values and promoting employee satisfaction throughout the organization.
  • Cultivated excellent customer relationships by going the extra mile to solve complaints and find information.
  • Managed general correspondence with customers through platforms such as live chat, email, and phone.
  • Stayed up to date in product additions, changes, or removal to efficiently answer customer queries.
  • Identified customer needs through excellent attentive listening, promptly providing solutions to ensure outstanding customer satisfaction.
  • Used excellent sales and upselling techniques to entice customers to increase order value and product purchases.
  • Dealt with payments and transactions both over the phone and through emails.
  • Applied correct hold and transfer procedures, consistently keeping call times within timeframe target.
  • Kept records of client conversations, sales and preferences on Hubspot to use for future sales and marketing opportunities.
  • Increased customer satisfaction by offering friendly, helpful and informative customer service.
  • Collaborated with other call centre professionals to improve customer service.
  • Guided callers through troubleshooting, navigating company site and using products or services.
  • Identified and pursued opportunities to upsell company products and services.
  • Helped train and educate new employees about company customer management policies.

Technology and Human Resources Manager

Integrity Ventures Group
08.2022 - 04.2023
  • Motivated employees through special events and incentive programs
  • Processed employee claims involving performance issues and harassment
  • Liaised between multiple business divisions to improve communications
  • Devised hiring and recruitment policies for the company
  • Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes
  • Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees
  • Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management
  • Maintained human resources regulatory compliance with local, state and federal laws
  • Used technologically relevant digital systems to manage payroll and benefits programs
  • Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset
  • Coordinated with senior leadership and handled managerial needs by implementing fresh solutions into business strategies
  • Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances
  • Accurately prepared bi-monthly payroll and tracking data using a proprietary system
  • Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees
  • Provided resolution to complex and confidential issues
  • Created and implemented forward-thinking initiatives to improve employee engagement
  • Supported market expansion initiatives while implementing process improvements to execute demand analysis and drive bottom-line growth
  • Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks
  • Developed HR strategies, policies, and practices related to engagement
  • Engaging with department managers in improving and monitoring employee productivity
  • Managed staff wellness and fun engagement initiatives
  • Improved relations between the members and the management
  • Prepared and maintained data for human resources metrics like attrition and retention
  • Prepared and maintained an attrition forecast for the different departments
  • Implemented and developed internal standard operating procedures
  • Enforced management guidelines by preparing, updating, maintaining, and recommending all HR related SOPs, policies and procedures
  • Handled confidential matters with discretion
  • Developed the company foundational culture
  • Recruited Grade A team members and implemented ideas to retain + attract top talent
  • Assisted in attendance monitoring and correcting time log errors from team members
  • Ad hoc tasks that fulfilled HR Generalist duties
  • Spearheaded the Research and Implementation of auxiliary software
  • Created proprietary systems for Company Use
  • Motivated employees through special events, incentive programs, and constructive feedback.

IT Director/Company Strategist

Chirpish LLC
01.2022 - 07.2022
  • Managed computer systems, networks, and security
  • Managed software deployments
  • Protected sensitive information and system-crucial data
  • Assessed IT risks
  • Handled troubleshooting and software-related issues
  • Processed automations
  • Handled access and logins
  • Recovery of lost/damaged files
  • Issued alerts on platform updates, errors, downtime, etc
  • Created systems for better IT-related processes (reports, escalations, documents)
  • Coming up with new ideas and systems
  • Spotting errors and weak points
  • Created business plans and contingency protocols
  • Defining objectives and helping the departments stay aligned to them
  • Performing analysis of competitors and identifying opportunities
  • Keeping updated with technologies and consumer behaviors
  • Creating and presenting strategic plans
  • Finding solutions for client problems
  • Documented and analyzed processes and procedures and adhered to regulatory guidance.

Team Leader

Chirpish LLC
01.2022 - 04.2022
  • Improved existing policies which led to better response and handling times
  • Streamlined various reporting sheets thereby ensuring timely submission
  • Ensured administrative tasks were being completed on time
  • Forecasted daily ticket counts to ensure proper headcount deployment
  • Overhauled training methods, base documents, and policy flows which resulted in a coherent team, able to handle the changing needs of the client
  • Pioneered two new lines of business: Chat and Voice
  • Acted as the liaison between the client and his suppliers
  • Ensured timely delivery of products
  • Regulated refunds in order to protect client interests
  • Promoted an employee development procedure which created more leaders
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives
  • Initiated timely response to emails, voicemails and written correspondence
  • Implemented new working processes to deliver multiple improvements
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
  • Conducted training and mentored team members to promote productivity and commitment to friendly service
  • Cross-trained and provided backup support for organizational leadership
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
  • Coordinated weekly meetings for internal and external groups.

Software Engineer/Programmer

Company Confidential
01.2018 - 12.2021
  • Created a software suite designed to streamline various office tasks
  • Full automation of certain processes to alleviate the heavy manpower requirement
  • The system was also a sales database where one can easily search, profile or support new and old customers
  • The program was designed to achieve a paperless environment where data is easily processed from one department to another
  • Collaborated with clients to define solution requirements
  • Delivered unit-tested systems within customer-prescribed timeframes
  • Participated in architecture, design and implementation of back-end features using C++, C#, Lua and Python
  • Analyzed proposed technical solutions based on customer requirements
  • Designed enhancements and updates for subsystems of end-user applications software running on local, networked and Internet-based platforms
  • Coordinated efficient large-scale software deployments.

Documentation Specialist

Diversify Offshore Staffing Solutions
08.2019 - 12.2019
  • Part of the Pioneer Philippine Group for Cover Wallet
  • Made Quality Control calls with regards to missing or wrong information
  • Ensured the all documents needed for a specific insurance application was in order
  • Checked the sum total of 3 departments before approving the Insurance Application
  • Made revisions, if possible, in order to lighten the cross team backlog
  • Ensured that erring documents are sent back to the proper team for corrections
  • Created a workflow/information page designed to unify the vast amounts of training materiel
  • Identified audit parameters to comply with quality standards
  • Collaborated with quality assurance team to comply with regulatory requirements
  • Carried out in-depth needs assessments to determine document management requirements at department and individual user levels
  • Transmitted documents, organized revisions and tracked changes.

Customer Experience Specialist

Teledirect Telecommerce Philippines
04.2017 - 12.2018
  • Provided general customer support (Guest and Host) for the pioneer accommodation site/company
  • Provided general technical support for the same company
  • Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution
  • Made booking recommendations to Guests based on their travel history and preferences
  • Made rental recommendations to Hosts based on their property
  • Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue
  • Ensured integrity when dealing with the Hosts and the Guests
  • Documented customer interactions in internal database to maintain customer service history details
  • Utilized telephone, online chat and email platforms to deliver outstanding customer service
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities
  • Functioned as a Retention Agent/Mediator.

Agent

EGS Asia Inc.
06.2016 - 12.2016
  • Provided general customer support for one of America's biggest telecommunications company
  • Provided general technical support for the same telecommunications company
  • Handled and promptly resolved customer complaints to maintain professional relationships
  • Made soft sell/up sell pitches to customers based on their account
  • Advised customers about new products and assisted customers in determining best product for needs
  • Functioned as a Retention Agent
  • Informed clients of policies and procedures
  • Ensured company's front line integrity when it comes to dealing with customer accounts.

Owner

Willbearer Farms
01.2014 - 01.2015
  • Managed payroll function for 100 employees
  • Monitored and recorded company expenses
  • Provided telephone and e-mail support
  • Scheduled client appointments and maintained up-to-date confidential client files
  • Responsibility for Budgets, Forecasting, Payroll, Accounts Payable and Receivable
  • Created budgets and forecasts
  • Generated revenues yearly and effectively capitalized on industry growth
  • Maintained client public relations.

Co-owner

Holy Cafeteria
06.2013 - 03.2014
  • Managed Inventory and stocks
  • Established foundational processes for business operations
  • Directed market expansions to propel business forward, meet changing customer needs
  • Performed administrative tasks
  • Assisted in recruiting, hiring and training of team members
  • Monitored over 20 employees' day-to-day activities and made plans to rectify issues
  • Maintained client relations
  • Evaluated suppliers to maintain cost controls and improve operations
  • Created budgets and forecasts
  • Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals
  • Managed purchasing, sales, marketing and customer account operations efficiently
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Universal Agent

NCO Group
12.2011 - 03.2012
  • Microsoft Support (voice) for customers using the Microsoft Network
  • Handled and promptly resolved customer complaints to maintain professional relationships
  • Collaborated with 8 team members to resolve issues and identify appropriate issues for escalation
  • Provided technical support (e-mail) to Bing Rewards users
  • Answered 50 calls per day
  • Edited and Updated the account's knowledge database.

Quality Control Manager

Mitsubishi Corporation
01.2008 - 01.2010
  • Performed general office duties and administrative tasks
  • Developed and analyzed quality control processes and deliverables to determine present standards and establish recommended action plans
  • Updated quality control standards, methods and procedures to meet compliance requirements
  • Oversaw and provided support to 8 two-man work teams
  • Managed product (component parts) delivery to production sites across the world
  • Conducted audit inspections and independent checks to verify parts and materials
  • Ensured the exacting standards of the company were met
  • Sorted product and provided expertise on non-conforming product requirements
  • Prepared weekly reports regarding the performance of peers
  • Maintained the division's technical knowledge base
  • Evaluated quality problems and performed assessments to identify and resolve issues.

Education

Associate of Science in Computer Science -

AMA Computer College
Manila
03.2006

High School Diploma -

Colegio De San Juan De Letran
Manila
03.2004

Skills

  • Quality Control (3 years)
  • Recruiting (3 years)
  • Account management (2 years)
  • Computer skills (10 years)
  • Communication skills (10 years)
  • Customer service and care (7 years)
  • Technical Support (5 years)
  • Programming Languages (8 years)
  • Quality Assurance (5 years)
  • Workforce Management (5 years)
  • Continuous Improvement (8 years)
  • Written and Verbal Communication (5 years)
  • Workforce Training and Development (2 years)
  • Google Workspace (10 years)

Languages

English
Bilingual or Proficient (C2)

Timeline

Lead Operator

Go Go Quincy
05.2023 - Current

Technology and Human Resources Manager

Integrity Ventures Group
08.2022 - 04.2023

IT Director/Company Strategist

Chirpish LLC
01.2022 - 07.2022

Team Leader

Chirpish LLC
01.2022 - 04.2022

Documentation Specialist

Diversify Offshore Staffing Solutions
08.2019 - 12.2019

Software Engineer/Programmer

Company Confidential
01.2018 - 12.2021

Customer Experience Specialist

Teledirect Telecommerce Philippines
04.2017 - 12.2018

Agent

EGS Asia Inc.
06.2016 - 12.2016

Owner

Willbearer Farms
01.2014 - 01.2015

Co-owner

Holy Cafeteria
06.2013 - 03.2014

Universal Agent

NCO Group
12.2011 - 03.2012

Quality Control Manager

Mitsubishi Corporation
01.2008 - 01.2010

Associate of Science in Computer Science -

AMA Computer College

High School Diploma -

Colegio De San Juan De Letran

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Darryl Apostol