Hi, I’m
John Lerry Cafirma
Tondo Manila
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
years of professional experience
Work History
Wells Fargo International Solutions LLC-PhilippinesBGC Taguig City
Operations Processor
03.2022 - Current
Job overview
- Act as Subject Matter Experts on all key systems, and corporate policies related to compliance and governance.
- Research, analyze, and present solution to reports to managers requests.
- Ensure compliance with corporate policy, data privacy and protection guidelines.
- Handle responses for critical and complex escalations.
- Prepare daily, weekly and ad hoc reports.
- Proper queue management to ensure all cases are processed within service level agreement.
- Identify and participate in continuous improvement initiatives.
ConcentrixQuezon CIty
TECHNICAL SUPPORT
02.2021 - 03.2022
Job overview
- Assist customer with their printer issues.
- Provide assistance is customer have question about their printer information and capabilities.
- Provide resolution is customer having a hard time using the printer in printing things.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Demonstrated advanced product knowledge to solve customer issues.
ConcentrixQuezon City
HIGHER ED TECHNICAL SUPPORT
06.2020 - 02.2021
Job overview
- Assist students, professors, school administrators regarding their course concerns about course access codes.
- Troubleshoot when educators and students having issues accessing their account.
- Troubleshoot when students and educators having issues accessing the content or part of their courses.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Supported customers with online billing, access and account issues.
Albano FamilyAurora
CAREGIVER
08.2019 - 09.2021
Job overview
- Assisting with personal care: bathing, dressing, toileting and exercise.
- Basic food preparation: preparing meals, shopping, housekeeping, laundry and other errands.
- General health care: overseeing medication and prescriptions usage, appointment reminders and administering medicine.
ConcentrixQuezon CIty
Viator Multimedia Supplier Support/Lead Generation Specialist
04.2019 - 06.2020
Job overview
- Assist supplier with their product problems.
- Provide proper resolution with their concerns/questions.
- Look or search for possible supplier base on the guidelines.
- Locating information of the possible supplier such as company name, address, contact details and product category the have.
- Researched and targeted prospective customers to support business development objectives.
- Engaged with prospects to identify decision-makers, timelines and product or service needs.
- Developed new leads each day at or above quotas.
AloricaMarikina
Product Trainer
09.2017 - 03.2019
Job overview
- Delivered dynamic training sessions (customer service, soft skills, process training, refresher training, etc.) across the enterprise to a diverse learning audience.
- Ensured effective knowledge transfer via an assortment of teaching techniques, assessment tools and continuous improvement opportunities.
- Successfully managed multiple, high priority projects with competing deadlines.
- Coached and provide feedback with a proper approached.
- Cultivate proper instructional strategies.
- Hands on Classroom Facilitator: conduct needs assessment and task analysis; new hire training, course training, cross training, course development, process improvement and quality assurance.
- Effective presentation and interpersonal skills.
AloricaMarikina
CSR/SME/TLA
07.2015 - 09.2017
Job overview
- Answer incoming calls and respond to customer's emails.
- Management and resolve customer complaints.
- Identify and escalate issues to supervisors.
- Provide product and service information to customers.
- Research required information using available resources.
- Research, identify, and resolve customer complaints using applicable software.
- Process orders, forms, and application.
- Route calls to appropriate resources.
- Document all call information according to standard operating procedures.
- Recognize, document, and alert the management team of trends in customer calls.
- Follow up customer calls where necessary.
- Implemented performance, quality and efficiency measures to achieve aggressive production goals.
- Documented production levels and materials used to keep management informed.
- Offered training and support to keep team members motivated and working toward objectives.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
- Maintained positive working relationship with fellow staff and management.
- Monitored operations and reviewed records and metrics to understand company performance.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Analyzed key performance indicators to identify effective strategies.
- Identified needs of customers promptly and efficiently.
Education
Isabela State UniversityCauayan City, Isabela
Bachelor of Arts from English
04.2015
Doña Aurora National High SchoolAurora, Isabela
HIGH SCHOOL DIPLOMA
04.2011
Skills
- Task Analysis
- Caregiving
- Possess good communication
- Interpersonal and writing skills
- Proficient in different telecommunication and computer
- Hard worker who is eager to learn
- Accepts direction easily and willing to invest time and effort to complete a certain responsibility
- Capable of working under time pressure and or/ deadlines
- Has good moral and ethical standard and has good credentials from work and school
- Data Entry
- Punctual and Reliable
- Team Collaboration
- Problem-Solving
- Attention to Detail
- Research and Data Analysis
- Multitasking and Prioritization
CERTIFICATES
- Caregiving NCII
- Adult, Child, and Infant CPR & AED Standard First Aid
- Basic Nursing Skills
References
Elvinson Salvador | ALorica Training Supervisor | 369167081759
Apple Cruda | Concentrix Team Lead | 639171388997
Allaine Indiana | Alorica Team Manager | 369229366655
Languages
Timeline
Operations Processor
Wells Fargo International Solutions LLC-Philippines
03.2022 - Current
TECHNICAL SUPPORT
Concentrix
02.2021 - 03.2022
HIGHER ED TECHNICAL SUPPORT
Concentrix
06.2020 - 02.2021
CAREGIVER
Albano Family
08.2019 - 09.2021
Viator Multimedia Supplier Support/Lead Generation Specialist
Concentrix
04.2019 - 06.2020
Product Trainer
Alorica
09.2017 - 03.2019
CSR/SME/TLA
Alorica
07.2015 - 09.2017
Isabela State University
Bachelor of Arts from English
Doña Aurora National High School
HIGH SCHOOL DIPLOMA
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