JOSHUA JACOB B. DELMO
Summary
To be employed in a company that would provide a challenging work environment and an opportunity for personal advancement through financial and job security. Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
8
8
years of professional experience
1
1
Language
Work History
Customer Solutions Specialist
PayPal
Manila, Metro Manila, Philippines
12.2023 - 02.2024
- Trained staff on operating procedures and company services.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Assisted in developing targeted sales strategies based on data-driven analysis of customer behavior patterns.
- Escalated customer issues to management for appropriate action to be taken.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Handled escalated cases with diplomacy, ultimately achieving satisfactory resolutions for all parties involved.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
Manager Training(Cross-Skilled) Sales, Business Account and Technical
iQor
Santa Rosa, Province Of Laguna, Philippines
09.2019 - 11.2023
- Teaching how to offer service and products to the trainers and trainees, Doing roleplays and mock call to enhance the skills set of the trainees, Creating training materials for every new product information
- (SALES), Doing multi-tasking job and admins for the site Courses completion and Client reports, Observing Training Cyle of the trainees, Managing people and making sure that the trainees will be endorse to operations, Doing coaching's and discussing action plan to the Training Sales team, Creating an action plan for the whole LOB per quarter, Doing collaboration with Ops Leaders and Clients to achieve targeted KPI's, Creating a Training Calendar for the whole site, Managing Trainers non negotiables for the class
- (Phone time, EOD report, Attrition, Assessment's), Doing observation with Ops Leaders and Agents to check behaviors, Tracking courses and sales target for the whole LOB's, Roving Training Manager for the whole site LOB's, Doing partnership with recruitment to fulfill the Headcount per LOB, Preparing one pagers and Training Materials for refreshers for the wholeLOB's, Creating schedule for the Trainer's for the Operations Refresher's.
- Frequently inspected production area to verify proper equipment operation.
- Interacted with customers by phone, email, or in-person to provide information.
- Developed effective improvement plans in alignment with goals and specifications.
- Prepared written summaries of meeting discussions to ensure clear communication throughout the team while promoting accountability for action items.
Sales Advisor II - Sales and Service, AT&T
Concentrix
Manila, Metro Manila, Philippines
03.2018 - 10.2019
- Offering new products and service to every call while resolving customer concern, Explaining bills statements to the customers, Doing basic troubleshooting, Doing outbound call to do follow up to the customers, Doing multi-tasking job, Processing payments, new lines, TV and Internet service for the customers.
- Exceeded sales targets consistently through effective product demonstrations and persuasive communication skills.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Maintained current knowledge of evolving changes in marketplace.
- Listened to customer details and offered matching solutions to meet wide range of requirements.
Senior Sales Representative / Team Leader
Pistevo Inc.
Cabuyao, Province Of Laguna, Philippines
09.2017 - 02.2018
- Doing outbound call to set a appoint to customers, Making sure to hit the sales quota per month, Offering new plans and services to the customers, Creating weekly report to the owner for our sale's current percentage, Doing weekly meetings for the team to make sure we are all calibrated, Managing people and doing coaching's.
- Organized trade shows and industry events to increase brand visibility and generate leads.
- Conducted market research to identify potential opportunities for growth within target industries.
- Achieved a consistent record of exceeding quotas by effectively managing time, prioritizing tasks, cultivating a vast network of contacts within the industry.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Worked closely with other departments to understand full scope of available offerings and provide top-notch salesmanship to customers.
Customer Service II
TELETECH
Santa Rosa, Province Of Laguna, Philippines
06.2016 - 11.2016
- All around customer service, Explaining the bill to the customers, Changing rate plans to the customer's account, Helping the Customer about their Concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Actively contributed ideas during team meetings focused on enhancing internal processes and workflows for superior support outcomes.
- Conducted regular performance reviews and provided constructive feedback to peers for continuous improvement.
- Implemented process improvements that led to reduced hold times and higher first-call resolution rates.
Education
Bachelor of Science in Information Technology (Undergraduate) -
Pamantasan Ng Cabuyao
Cabuyao National High School
06.2011
Banay-Banay Elementary School
03.2010
Skills
Microsoft Excel
Microsoft Outlook
Firefox
Internet Explorer
Google Chrome
Creative Thinking
Interpersonal Skills
Interpersonal Communication
Interpersonal Communication
Problem-Solving
Relationship Building
Adaptability
Personal Information
- Age: 28
- Height: 5'5
- Weight: 59 kgs
- Citizenship: Filipino
- Father's Name: Rolando Garcia Delmo
- Mother's Name: Celestina Batario Delmo
- Date of Birth: 05/30/95
- Gender: Male
- Marital Status: Married
Attributes
- Effective Communication Skills: Articulate communicator with appreciation for the different communication styles required when working with other team members or with customers.
- Honest and Reliable: Strong morals and ethics ensure honesty, reliability and ability to undertake tasks responsibly.
- Flexible: Understanding of need to remain flexible to support last-minute demands and changes. Comfortable in changing environments and situations, ensuring ability to remain flexible and adaptable at all times.
Mother Occupation
Public School Teacher
References
- Yoki Reyes, Quality Manager, Cabuyao City, Laguna, 09270870300
- Lordan J. Alemania, PLDT, Brgy. Dos, Cabuyao City, Laguna, 0949-661-4191
- Jacqueline Fernandez, Senior Training Manager, Binan City, Laguna, 09988488187
Disclaimer
I certify that, to my best knowledge and belief, all the information on and attached to this application is true and correct and made in good faith. I understand the false of fraudulent information on or attached to this application maybe ground for not hiring me after I begin work. I understand that any information I give maybe investigated.
Timeline
Customer Solutions Specialist
PayPal
12.2023 - 02.2024
Manager Training(Cross-Skilled) Sales, Business Account and Technical
iQor
09.2019 - 11.2023
Sales Advisor II - Sales and Service, AT&T
Concentrix
03.2018 - 10.2019
Senior Sales Representative / Team Leader
Pistevo Inc.
09.2017 - 02.2018
Customer Service II
TELETECH
06.2016 - 11.2016
Bachelor of Science in Information Technology (Undergraduate) -
Pamantasan Ng Cabuyao
Cabuyao National High School
Banay-Banay Elementary School