Erick Cabral
Paranaque City
Summary
Experienced tech enthusiast with 10 years of professional experience in the IT-BPO industry. Proven track record in developing innovative strategies for customer and technical support. Possesses leadership and people management skills, dedicated to fostering a collaborative work environment in the tech space. Strong background in administrative management, ready to lead and optimize office operations. Highly skilled at coordinating teams and streamlining processes to achieve organizational goals. Recognized for adaptability, reliability, and promoting a collaborative work environment. Proficient in project management, communication, and problem-solving, consistently delivering results.
Overview
16
16
years of professional experience
Work History
Lease Administration Supervisor
CBRE
04.2023 - 01.2025
- Coordinated cross-departmental initiatives to enhance communication between teams and increase overall company effectiveness.
- Maintained accurate records of departmental expenses and budget allocations, ensuring financial accountability within the team.
- Championed continuous improvement initiatives that resulted in streamlined workflows and more efficient operations across the board.
- Conducted regular performance reviews for staff members, identifying areas for improvement and providing constructive feedback.
- Boosted employee morale implementing regular team-building activities fostering a strong sense of camaraderie among staff members.
- Facilitated effective collaboration among team members by creating a supportive work environment that encouraged open communication.
Technical Support Representative
SYKES
09.2018 - 12.2018
- Responsible for receiving inbound calls, emails & chats and troubleshooting customer issues with the goal of utilizing available tools to provide single call resolution and maintaining the utmost in customer satisfaction
- Articulate, patient, and possesses the ability to explain a wide range of technical concepts to customers of varying degrees of aptitude while maintaining a pleasant disposition
- (Project-based)
Team Manager
IBEX Global
04.2017 - 01.2018
- Responsible for leading a team of technical support agents in achieving KPIs around call handling and agent hours and productivity metrics
- Participates daily in the training and development of direct reports
- Heavy focus on coaching monitored calls to improve call efficiency techniques and troubleshooting strategies
- Drives accountability in meeting or exceeding expectations on attendance, punctuality, and productivity responsibilities.
Team Lead
Convergys
09.2012 - 01.2017
- Ensures the company's customers receive outstanding support and product queries are responded to and resolved within SLA timeframes
- Highly involved in creating or updating support processes, knowledge articles, training, and coaching Technical Support agents
- Develops and monitors performance plans, including action plans based on daily, weekly and monthly reviews on all performance metrics
- Works to build a team environment with strong morale, positive energy, consultative and goal-oriented culture
- Oversees management of agent's behavior and adherence to client's requirements including but not limited to agent's onsite workplace behavior, appropriate system access, and enforcing client's confidentiality
- (Sep2014 - Jan2017) - promotion
- Subject Matter Expert (Jun2014 - Sep2014) - promotion
- Technical Support Representative (Mar2014 - June2014)
- Customer Service Representative (Sep2012 - March2014)
Billing Investigation Unit
SMART Communication
09.2011 - 03.2012
- Processes and updates Credit/Billing Investigation requests and prepares report for review of the requesting party
- Updates account status of customers for timely release of incentives and rebates as applicable.
General Correspondence Agent
Transcom Worldwide
08.2008 - 03.2011
- Responsible for handling customers' inquiries and complaints in a Telco environment
- Ensures customer queries are answered to their satisfaction and in a timely manner
- Addresses customers' concerns related to the services and provide the best solutions for their needs via whitemail and email.
Education
Bachelor of Science - Information Technology (2nd Course)
AMA University
Santa Mesa, Metro Manila, Philippines01.2023
Bachelor of Science - Business Administration Major in Entrepreneurship
Pamantasan Ng Lungsod Ng Maynila
Intramuros, Metro Manila, Philippines01.2009
Skills
- Technical Troubleshooting
- Basic Programming
- Customer Service
- People Management
- People Development
- Effective Communication
- Organizational leadership
- Office management
- Document management
- Customer service
- Problem-solving
- Team collaboration
References
- Available upon request
Timeline
Lease Administration Supervisor
CBRE
04.2023 - 01.2025
Technical Support Representative
SYKES
09.2018 - 12.2018
Team Manager
IBEX Global
04.2017 - 01.2018
Team Lead
Convergys
09.2012 - 01.2017
Billing Investigation Unit
SMART Communication
09.2011 - 03.2012
General Correspondence Agent
Transcom Worldwide
08.2008 - 03.2011
Bachelor of Science - Information Technology (2nd Course)
AMA University
Bachelor of Science - Business Administration Major in Entrepreneurship
Pamantasan Ng Lungsod Ng Maynila
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