Gerard Ulysis Bahena
Teammate / Learning Experience Apprentice
Cavite City
Summary
Adept at fostering strong relationships and excelling in high-stress situations, I enhanced customer loyalty and streamlined operations at TaskUs and Chicago Bridge & Iron Company. My expertise in regulatory compliance and problem-solving, coupled with a knack for quality inspections, significantly contributed to project and customer service success.
Overview
25
25
years of professional experience
Work History
Teammate / Learning Experience Apprentice
TaskUs
04.2024 - Current
- Enhanced practical skills by assisting experienced teammates in performing their tasks
- Observed experienced Learning Experience Leaders in action, gaining valuable insights into best practices within the field.
- Set the standards and expectations through conduct, work ethic, integrity, and character.
- Delivered technical preparatory training covering basic skills and tool requirements as identified by the client.
- Learned wide range of simple and complex techniques from on-the-job training.
- Worked under guidance of experienced professionals to learn trade best practices and techniques.
- Completed assigned tasks efficiently and accurately, contributing to overall team success.
Customer Service Representative II
TTEC Customer Care Management Philippines, Inc.
10.2023 - 02.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving their technical concerns pertaining to their online account
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for their healthcare coverage
Customer Care, Advisor 1
Concentrix CVG Philippines, Inc
02.2023 - 09.2023
- Developed strong rapport with customers, fostering loyalty and repeat business.
- Organized client records for easy access, ensuring accurate information was readily available when needed during interactions.
- Utilized upselling techniques when appropriate to increase revenue while still meeting customer needs genuinely.
- Contributed to a positive team environment through active collaboration and open communication with colleagues.
- Provided exceptional service by understanding customer needs and offering tailored solutions.
Customer Service Representative II
TELUS International Philippines
11.2022 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving issues and conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Owner / Sole Proprietor
Bahena Transport Services
10.2020 - 12.2020
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Trained and motivated employees to perform daily business functions.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
Senior Document Controls Specialist
Chicago Bridge & Iron Company
08.2016 - 11.2018
- Collaborated with multi-discipline engineering teams to achieve project goals within the target completion date.
- Developed the Project Document Handover/Turnover procedure in alignment with contract specifications.
- Monitored and maintained both electronic and hard copy filing systems.
- Oversaw and distributed official company correspondence, drawings, and project-specific instructions/procedures for site use.
- Organized and compiled documents (dossiers) for handover to the client during the product turnover process.
Senior Document Controls Specialist
Chicago Bridge & Iron Company
05.2013 - 06.2014
- Author of the Project Document Handover/Turnover procedure in accordance with Contract specifications.
- Monitored and tracked changes in drawings, specifications, and procedures being uploaded into the company EDMS.
- Reviewed material test certificates to ensure all materials used were up to project standards.
Sr. Doc Controls Specialist / Quality Coordinator
Chicago Bridge & Iron Company
02.2010 - 12.2012
- Document Management Lead.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Author of the Project Document Handover/Turnover procedure, document management procedure in accordance with Contract specifications.
- Monitored KPIs (Key Performance Indicators) and recorded weekly quality objectives.
- Audited site drawings/procedures and ensured site construction was using approved and updated drawings/procedures.
Document Controller / NDE Technician Trainee
Chicago Bridge & Iron Company
09.2008 - 02.2010
- Scanned, filed and transmitted various documents and adhered to digital filing procedures.
- Monitored due dates and deadlines and worked to submit all documents on time or early.
- Checked accuracy and completeness of documents to identify deficiencies and recommend corrective actions.
- Carefully reviewed all documents and reports for completeness and accuracy.
- Trained as a NDE (Non-Destructive Examination) technician and performed various tests such as visual inspection, liquid/dye penetrant test, solution film testing, radiography test, and generated their corresponding reports.
- Work Permit originator.
NDE Clerk
Chicago Bridge & Iron Company
08.2006 - 08.2008
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
Customer Service Representative
E-Telecare
02.2005 - 07.2005
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Accounting Assistant / Field Cashier
ABS-CBN Broadcasting Corporation
07.2004 - 08.2004
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Assisted in the preparation of monthly financial statements for timely and accurate reporting to management.
- Maintained strict confidentiality of sensitive financial data, protecting company integrity and privacy rights of individuals involved.
- Facilitated smooth financial audits by maintaining organized records and providing necessary documentation to auditors.
Production Assistant / Programming Assistant
Lakbay Travel Channel Incorporated
09.2000 - 04.2004
- Prepared the daily operations report.
- Managed material preparation for airing use.
- Assisted with all aspects of fieldwork for location shoots related to Department of Tourism projects.
- Coordinated schedules and accommodations for out-of-town location shoots.
- Oversaw budgeting for projects.
Barista
New York Café
11.1999 - 11.2000
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
Education
Bachelor of Science - Business Administration
Pamantasan Ng Lungsod Ng Maynila
Intramuros, Manila, Philippines 05.2001 -
Skills
Teamwork and Collaboration
Timeline
Teammate / Learning Experience Apprentice
TaskUs
04.2024 - Current
Customer Service Representative II
TTEC Customer Care Management Philippines, Inc.
10.2023 - 02.2024
Customer Care, Advisor 1
Concentrix CVG Philippines, Inc
02.2023 - 09.2023
Customer Service Representative II
TELUS International Philippines
11.2022 - 01.2023
Owner / Sole Proprietor
Bahena Transport Services
10.2020 - 12.2020
Senior Document Controls Specialist
Chicago Bridge & Iron Company
08.2016 - 11.2018
Senior Document Controls Specialist
Chicago Bridge & Iron Company
05.2013 - 06.2014
Sr. Doc Controls Specialist / Quality Coordinator
Chicago Bridge & Iron Company
02.2010 - 12.2012
Document Controller / NDE Technician Trainee
Chicago Bridge & Iron Company
09.2008 - 02.2010
NDE Clerk
Chicago Bridge & Iron Company
08.2006 - 08.2008
Customer Service Representative
E-Telecare
02.2005 - 07.2005
Accounting Assistant / Field Cashier
ABS-CBN Broadcasting Corporation
07.2004 - 08.2004
Bachelor of Science - Business Administration
Pamantasan Ng Lungsod Ng Maynila
05.2001 -
Production Assistant / Programming Assistant
Lakbay Travel Channel Incorporated
09.2000 - 04.2004
Barista
New York Café
11.1999 - 11.2000
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