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 University, Cauayan City, Isabela
Bachelor of Arts from English
04.2015
Doña Aurora National High School, Aurora, 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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