JUDSON TIAMSON CERNAL
Quezon City
Summary
Seeking a challenging opportunity where I will be able to utilize my strong organizational skills, educational background, and ability to work with people, which will allow me to grow personally and professionally.
Overview
9
9
years of professional experience
1
1
Certification
Work History
PPC Analyst
Reed Elsevier Shared Services
01.2024 - 08.2024
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Devised and implemented processes and procedures to streamline operations.
- Conducted regular reviews of operations and identified areas for improvement.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Developed effective improvement plans in alignment with goals and specifications.
- Created and managed project plans, timelines and budgets.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained database systems to track and analyze operational data.
- Gathered, organized and input information into digital database.
Quality Assurance Manager
Mafae Management Consultancy LLC.
02.2023 - 12.2023
- Assured consistent quality of production by implementing and enforcing automated practice systems.
- Inspected products and worker progress throughout production.
- Recorded, analyzed, and distributed statistical information.
- Reported production malfunctions to managers and production supervisors.
- Monitored staff organization and suggested improvements to daily functionality.
- Implemented new quality assurance and customer service standards.
- Conducted risk assessments to identify and mitigate potential quality issues.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Evaluated interactions between associates and customers to assess personnel performance.
- Created and maintained quality management systems to align with industry standards.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Oversaw development and implementation of improvements to support network operations.
CHAT SUPPORT REPRESENTATIVE / TRAINER INTERIM
TDCX
12.2022 - 05.2023
- Worked collaboratively with team members to achieve customer service KPIs.
- Raised any website errors and technical problems promptly to minimise disruptions to web chat service.
- Logged customer feedback in line with process to help business improve products and services.
- Sought and utilised opportunities to upsell and cross-sell products to maximise sales.
- Compiled and forwarded recurring customer issues to team leader to provide lasting solutions.
- Guided customers through purchasing process, helping clients feel more confident in making purchases by offering transparent details on products.
- Answered incoming customer contact via live chat to resolve issues and enquiries.
Marketing Manager / Social Media Manager
Mafae Management Consultancy LLC.
09.2021 - 02.2023
- Implemented posting schedule, considering web traffic and customer engagement metrics for optimum results.
- Generated periodic reports on social media page growth and sales by platform for Social Media Manager.
- Managed paid advertising campaigns, continually monitoring ad spending to maximize ROI.
- Kept up to date with social media platform trends to boost engagement.
- Kept up to date on social media platforms' new features and innovations, looking for opportunities to leverage to grow brand awareness.
- Worked with social media team members to coordinate ad campaigns with social media strategy.
BRAND AMBASSADOR/TEAM LEAD
VERIZON WIRELESS
12.2019 - 08.2020
- Assisted in the organisation of marketing and promotional events such as networking events and shows.
- Attended public events with communities, businesses and media to promote brand updates and increase awareness.
- Used social media platforms such as Instagram, Facebook, LinkedIn, YouTube, Twitter and TikTok to increase brand awareness.
- Interacted face-to-face with customers to promote products and services and increase sales.
- Researched and targeted new establishments to increase sales and build brand awareness.
- Held interviews with media and press to answer questions on brand updates, promotions and highlights.
CUSTOMER SERVICE REPRESENTATIVE / QUALITY ANALYST
ALORICA PHILIPPIES
10.2018 - 08.2019
- MAIN MALL BUILDING, ROBINSON'S PLACE FAIRVIEW, FAIRVIEW QUEZON CITY
- Maximised customer satisfaction by resolving service issues promptly.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Built rapport with customers through courteous and professional communications.
- Addressed customer service enquires quickly and accurately.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
DIRECTORY ASSISTANCE
FUSION BPO
12.2017 - 08.2018
- Answered high volume of calls and provided assistance through effective listening and question response skills.
- Answered customer phone calls to address questions and provide assistance with prescriptions.
- Offered technical assistance to facility operations and verified compliance with applicable federal, state and company environmental and ecosystem regulations.
CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE PHIL
05.2015 - 10.2015
- Assisted in fulfillment of customer orders placed in person, via email, online and by telephone.
- Addressed customer service enquires quickly and accurately.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Developed empathetic client relationships and earned a reputation for consistently exceeding sales goals.
- Processed and issued product orders and service upgrades for customers.
Education
Bachelor of Science - Biological Science
Colegio De Montalban, Montalban
March 2015
Skills
- Able to learn and apply quickly and effectively
- Hard-working, details oriented, and able to multi-task Customer Service Oriented
- SKILLS:
- Can manage, and organize people and events given available resources
- Proficient in Windows Applications, MS Office
Accomplishments
- OPEX Project: Campaign Data Engine
- Lean Six Sigma Black Belt Project:: Training Process Improvement
- Lean Six Sigma Project: Operations Process Improvement (KPI)
Certification
- Lean Six Sigma White Belt Certification Holder (Six Sigma PH)
- Lean Six Sigma Yellow Belt Certification Holder (Process Doctors Academy)
- Lean Six Sigma Black Belt Certification Holder (Process Doctors Academy)
- 21st Century Toolkit: Leadership Essential Certification Holder
- 21st Century Toolkit: Project Management Certification Holder
- 21st Century Toolkit: Team Management Certification Holder
- 21st Century Toolkit: Time Management Certification Holder
- Design Sprint (Design Thinking v.2.0 - Six Sigma Ph)
- Google Digital Garage: The Fundamentals of Digital Marketing Certification Holder
- Learn About Agile Project Management and Scrum Certification Holder
- Executive Diploma in Business Communication
- Google Data Analytics Individual Qualifications Certification Holder
- Diploma in Product and Marketing Management (UniAthena)
Timeline
PPC Analyst
Reed Elsevier Shared Services
01.2024 - 08.2024
Quality Assurance Manager
Mafae Management Consultancy LLC.
02.2023 - 12.2023
CHAT SUPPORT REPRESENTATIVE / TRAINER INTERIM
TDCX
12.2022 - 05.2023
Marketing Manager / Social Media Manager
Mafae Management Consultancy LLC.
09.2021 - 02.2023
BRAND AMBASSADOR/TEAM LEAD
VERIZON WIRELESS
12.2019 - 08.2020
CUSTOMER SERVICE REPRESENTATIVE / QUALITY ANALYST
ALORICA PHILIPPIES
10.2018 - 08.2019
DIRECTORY ASSISTANCE
FUSION BPO
12.2017 - 08.2018
CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE PHIL
05.2015 - 10.2015
Bachelor of Science - Biological Science
Colegio De Montalban, Montalban
- Lean Six Sigma White Belt Certification Holder (Six Sigma PH)
- Lean Six Sigma Yellow Belt Certification Holder (Process Doctors Academy)
- Lean Six Sigma Black Belt Certification Holder (Process Doctors Academy)
- 21st Century Toolkit: Leadership Essential Certification Holder
- 21st Century Toolkit: Project Management Certification Holder
- 21st Century Toolkit: Team Management Certification Holder
- 21st Century Toolkit: Time Management Certification Holder
- Design Sprint (Design Thinking v.2.0 - Six Sigma Ph)
- Google Digital Garage: The Fundamentals of Digital Marketing Certification Holder
- Learn About Agile Project Management and Scrum Certification Holder
- Executive Diploma in Business Communication
- Google Data Analytics Individual Qualifications Certification Holder
- Diploma in Product and Marketing Management (UniAthena)
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