Emilio G. Gutierrez
Calatagan
Summary
Motivated and results-oriented professional with 12 years of experience in customer service, after-sales support, reservation processing, and account management. Ability to build strong client relationships, efficiently resolve inquiries, and drive customer satisfaction. Skilled in leadership, team coaching, data analysis, and operational improvements. Committed to delivering exceptional service and achieving organizational goals.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Team Leader and Supervisor – Customer Service Desk
Amicassa Process Solutions, Inc
09.2012 - 04.2025
- Led a team of after-sales specialists, achieving a consistent 95% resolution rate for customer inquiries, requests, and complaints
- Exceeded performance targets, resolving both simple and complex inquiries within prescribed timelines
- Enhanced customer satisfaction through coaching, performance monitoring, and quality assurance initiatives
- Collaborated with department heads to develop and analyze KPIs, resulting in a 20% improvement in team efficiency
- Utilized customer data insights to implement service enhancements and improve satisfaction scores by 15%
- Participated in key company projects, including data privacy compliance and satisfaction survey alignment
Aftersales Specialist – Customer Service Desk
Amicassa Process Solutions, Inc
09.2012 - 04.2025
- Handled an average of 30 client/cases weekly, ensuring timely and accurate resolution of inquiries, requests and other concern
- Coordinated with internal departments to address and resolve billing, documentation, and account-related issues or concerns
- Leveraged Salesforce CRM to manage customer interactions, streamlining processes
- Prepared real-time client account reports, maintaining accuracy and exceeding turnaround time expectations
Reservation/Booking Specialist – Customer Service Desk
Amicassa Process Solutions, Inc
09.2012 - 04.2025
- Streamlined booking and payment verification processes, reducing errors by 20%
- Facilitated titling procedures and maintained accurate account receivables, ensuring compliance and transparency
- Delivered exceptional customer service to buyers and sellers, addressing inquiries related to unit purchases
Account Executive
Jonny Air Cargo Inc.
02.2012 - 06.2012
- Expanded the customer base by 25% through targeted marketing and sales efforts
- Supported clients with purchase and delivery services for U.S.-based online shopping platforms
- Demonstrated strong organizational skills by managing shipping coordination and administrative tasks efficiently
Education
Certificate in Teaching Program -
University of Santo Tomas
08.2017 - 06.2018
Bachelor of Science - Marketing Management
De La Salle-College of Saint Benilde
05.2008 - 12.2011
Skills
Team supervision
Teamwork and collaboration
Work planning
Team motivation
Accomplishments
- Successfully led team initiatives that resulted in a 95% customer satisfaction rating for walk-in clients and closure rate of 90% for complex client requests quarterly FTY 2024 and 2025.
- Streamlined operational processes, achieving a reduction in turnaround time for client requests, inquiries, and other concerns.
- Earned full academic scholarships throughout college and certificate programs.
Timeline
Certificate in Teaching Program -
University of Santo Tomas
08.2017 - 06.2018
Team Leader and Supervisor – Customer Service Desk
Amicassa Process Solutions, Inc
09.2012 - 04.2025
Aftersales Specialist – Customer Service Desk
Amicassa Process Solutions, Inc
09.2012 - 04.2025
Reservation/Booking Specialist – Customer Service Desk
Amicassa Process Solutions, Inc
09.2012 - 04.2025
Account Executive
Jonny Air Cargo Inc.
02.2012 - 06.2012
Bachelor of Science - Marketing Management
De La Salle-College of Saint Benilde
05.2008 - 12.2011
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