JUDSON TIAMSON CERNAL
CLSSWB, CLSSYB
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
8
8
years of professional experience
2
2
years of post-secondary education
5
5
Certifications
1
1
Language
Work History
Directory Assistance Operator
FUSION BPO SERVICES
ORTIGAS
12.2017 - 12.2018
- Accessed number directories to provide relevant information to callers.
- Helped callers locate specific businesses, residences or public buildings with mapping assistance.
- Completed and forwarded forms for listing corrections, incidents and emergency calls to correct personnel.
- Answered questions about third-party charges and refunded incorrect bills.
BRAND AMBASSADOR/TEAM LEAD
TELETECH PHILIPPINES
NOVALICHES QUEZON CITY
12.2019 - 08.2020
- Communicated product information with confidence and educated consumers about company.
- Showed understanding of customer's personal style and preferences when offering product advice.
- Increased brand awareness through event marketing, demonstrations, sales, and brand promotion.
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
CUSTOMER SERVICE REPRESENTATIVE, QUALITY ANALYST
ALORICA PHILIPPINES
10.2018 - 08.2019
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE PHILIPPINES
PASIG
05.2015 - 10.2015
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
Social Media Marketing Executive
Mafae Management Consultancy
Manila
09.2021 - 02.2023
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Continually maintained and improved company's reputation and positive image in markets served.
- Created and managed social media campaigns to increase brand engagement.
- Coordinated with design and media teams to develop high-quality creative assets.
Chat Support Representative
TDCX
12.2022 - Current
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Assisted team leader with coaching and mentoring of new employees.
Education
Bachelor of Science - Biological Science
Colegio De Montalban, Montalban
06.2013 - 05.2015
Skills
Hard working, details oriented and able to multi-task Customer Service OrientedCan manage, organize people and events given the available resourcesProficient in Windows Applications, MS Office
Certification
Lean Six Sigma Yellow Belt
Timeline
Lean Six Sigma Yellow Belt
03-2023
21St Century Toolkit: Project Management Essential
03-2023
21St Century Toolkit: Leadership Essential
03-2023
21St Century Toolkit: Time Management Essential
03-2023
Lean Six Sigma White Belt
01-2023
Chat Support Representative
TDCX
12.2022 - Current
Social Media Marketing Executive
Mafae Management Consultancy
09.2021 - 02.2023
BRAND AMBASSADOR/TEAM LEAD
TELETECH PHILIPPINES
12.2019 - 08.2020
CUSTOMER SERVICE REPRESENTATIVE, QUALITY ANALYST
ALORICA PHILIPPINES
10.2018 - 08.2019
Directory Assistance Operator
FUSION BPO SERVICES
12.2017 - 12.2018
CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE PHILIPPINES
05.2015 - 10.2015
Bachelor of Science - Biological Science
Colegio De Montalban, Montalban
06.2013 - 05.2015