Joven M. Dy
Caloocan City, Metro Manila
Summary
Dedicated to continuous personal and professional growth with a strong commitment to enhancing skills and knowledge across all areas of life and career. Passionate about embracing new challenges and opportunities that foster development and drive success. A proactive approach to learning ensures adaptability in dynamic environments, contributing positively to team objectives and organizational goals. Eager to leverage experiences and insights to make a meaningful impact in future endeavors.
Overview
13
13
years of professional experience
4
4
Languages
Work History
Customer Service Representative
Conduent Business Services
09.2024 - Current
- Delivered exceptional bilingual support to diverse customer inquiries, enhancing overall satisfaction.
- Resolved complex issues efficiently, ensuring timely responses and effective solutions.
- Trained and mentored junior representatives, fostering a culture of continuous improvement.
- Analyzed customer feedback to identify trends, driving enhancements in service processes.
- Utilized CRM systems to track interactions, maintaining accurate and up-to-date customer records.
- Implemented best practices that improved response times and customer engagement metrics.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Assisted customers with Mandarin-language inquiries in a timely and professional manner.
- Provided language translation services for customer service inquiries.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
General Manager
Jeiky Shoes Online Shop
12.2023 - 03.2024
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Managed a team of employees and ensured the smooth operation of a retail store for three years.
- Developed and executed marketing strategies to increase sales and customer base for a major client.
- Oversaw daily operations of a warehouse, including staff scheduling and workflow management.
Data Analyst
Premier BPO
01.2022 - 01.2023
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Created visual documents to assist with pulling metrics data and presenting them to stakeholders for concise explanations of the best placement for needed resources.
- Provided decision-making processes with accurate data analysis and visualization techniques.
- Participated in requirements meetings to understand business needs.
- Utilized advanced methods to analyze data and generate useful business reports.
- Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
- Identified, analyzed, and interpreted trends or patterns in complex data sets.
- Managed security and confidentiality of documents and data within the area of responsibility.
- Managed large-scale databases to ensure timely access to critical information for key stakeholders.
Assistant Manager
Chaoshian Beef Hotpot
02.2021 - 06.2022
- Supervised day to day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliation, ensuring accurate financial reporting and minimizing discrepancies.
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- Coordinated daily operations to ensure efficient service delivery and customer satisfaction.
- Assisted in training and mentoring new staff to enhance team performance.
Operations Manager
Heal The World Corp.
10.2020 - 12.2021
- Supervised operations staff and kept employees aligned with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address these issues.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding, and training of new hires to fulfill business requirements.
- Developed systems and procedures to improve operational quality and ensure customer satisfaction.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among staff and organization leadership, reducing miscommunications and improving efficiency.
- Oversaw facility maintenance, ensuring continuous availability of equipment and infrastructure at all times.
- Introduced new methods, processes, and systems to reduce turnaround time.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Assistant Manager
Hing Chun Tea House
01.2015 - 03.2018
- Developed and maintained positive relationships with customers to foster loyalty.
- Contributed to team meetings by providing insights on operational enhancements.
- Ensured compliance with health and safety regulations to maintain a safe dining environment.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
IT Support Specialist
E-Shao Online Trading Corp.
08.2013 - 04.2014
- I am responsible for maintaining the website.
- I am responsible for making the website better.
- I am responsible for technical problem resolution.
IT Support
IT Support, Aegis People Support INC.
04.2013 - 08.2013
- I am responsible for teaching the home employees regarding technical support and resolution of technical issues.
- Ensured timely resolution of technical issues.
- Sort and hardware and software repair and maintenance.
- Coordinated closely with IT support teams to ensure timely repair of software or hardware issues.
- Collaborated with other departments to facilitate resolution timelines and goals, or other stakeholders involved in systems or programs.
- Streamlined IT support processes, leading to faster resolution times and improved end-user satisfaction rates.
Education
BS - Computer Engineering
Mapua Institute of Technology
Manila01.2013
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Chiang Kai Shek College
01.2009
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Chiang Kai Shek College
01.1999
Skills
- Operations Management
- Team Player
- Leadership and team building
- Problem Resolution
- Efficient multi-tasker
- Time Management
- Effective leader
- Training and coaching
Timeline
Customer Service Representative
Conduent Business Services
09.2024 - Current
General Manager
Jeiky Shoes Online Shop
12.2023 - 03.2024
Data Analyst
Premier BPO
01.2022 - 01.2023
Assistant Manager
Chaoshian Beef Hotpot
02.2021 - 06.2022
Operations Manager
Heal The World Corp.
10.2020 - 12.2021
Assistant Manager
Hing Chun Tea House
01.2015 - 03.2018
IT Support Specialist
E-Shao Online Trading Corp.
08.2013 - 04.2014
IT Support
IT Support, Aegis People Support INC.
04.2013 - 08.2013
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Chiang Kai Shek College
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Chiang Kai Shek College
BS - Computer Engineering
Mapua Institute of Technology