EDWIN P. BELGERA JR.
Cainta
Summary
Results-driven and dynamic professional with extensive experience in project management, customer service, and technical support. Adept at leading teams and managing complex projects from inception to completion, ensuring timely delivery and client satisfaction. With a strong technical background and a proven ability to resolve issues effectively, I thrive in fast-paced environments and am skilled at fostering strong relationships with clients and stakeholders. Demonstrated leadership capabilities in driving team performance, streamlining processes, and developing strategies that enhance operational efficiency. Eager to leverage my expertise in managing diverse teams and projects to contribute to organizational success.
Overview
11
11
years of professional experience
Work History
Professional Services Project Manager
RingCentral
10.2022 - Current
- Developed strong relationships with clients, resulting in repeat business and referrals.
- Optimized resource allocation for improved efficiency and cost-effectiveness in project management.
- Monitored project performance to identify areas of improvement and make adjustments.
- Identified plans and resources required to meet project goals and objectives.
- Leveraged technical expertise to troubleshoot issues swiftly, preventing delays in project delivery.
- Led cross-functional teams to successfully deliver complex projects within budget and timeline constraints.
- Managed diverse project portfolios, ensuring alignment with strategic objectives and business goals.
- Collaborated with sales teams to develop customized solutions addressing client needs and requirements.
- Enhanced project delivery by streamlining processes and implementing best practices.
Team Lead
GLOBAL PAYMENTS PROCESS CENTRE INC.
01.2019 - 01.2022
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Devised and implemented processes and procedures to streamline operations.
Senior Technical Support Representative
GLOBAL PAYMENTS PROCESS CENTRE INC.
01.2017 - 01.2019
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Customer Service Representative
SITEL
01.2014 - 01.2017
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Delivered exceptional support during peak periods, effectively managing high call volumes without compromising service quality.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 15 customers each day.
Education
Bachelor of Science - Secondary Education Major in English
Northern Iloilo State University
Iloilo City01.2014
Skills
- Technical Support
- Project scheduling
- Remote support
- Scope management
- Problem resolution
- Customer support
- Call center experience
- Requirements gathering
- Performance monitoring
- Training and mentoring
- Meeting facilitation
- Planning and scheduling
- Microsoft Excel
- Team collaboration
- Payment processing
- Project planning and development
- Verbal and written communication
- Project tracking
- Scheduling
- Product knowledge
- Paperwork processing
- Hardware configuration
- Coaching and mentoring
- Key performance indicators
- Processes and procedures
- Data collection
- Agile methodology
- Schedule management
- Project scope
- Change management
- Adaptability and flexibility
Work Opportunities
GLOBAL PAYMENTS PROCESS CENTRE INC., Went on a business trip to the USA and successfully migrated a project, pioneering it in the Philippines. The project is now one of the biggest accounts in the GSC.
Work Recognitions
- Passion Awards, 2016
- Customer Service Champion, 2016
- Circle of Excellence, 2019
Timeline
Professional Services Project Manager
RingCentral
10.2022 - Current
Team Lead
GLOBAL PAYMENTS PROCESS CENTRE INC.
01.2019 - 01.2022
Senior Technical Support Representative
GLOBAL PAYMENTS PROCESS CENTRE INC.
01.2017 - 01.2019
Customer Service Representative
SITEL
01.2014 - 01.2017
Bachelor of Science - Secondary Education Major in English
Northern Iloilo State University
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