Kennon Joy Ormeo
Taytay,Rizal
Summary
Dynamic professional with over 7 years of experience in the BPO sector, specializing in customer service, sales, and technical support across various communication channels, including calls, chats, and emails, in both remote and office settings. Proven track record of delivering exceptional customer experiences, effectively resolving complex issues, and consistently meeting performance targets. Expertise as an outbound educator includes designing and facilitating outdoor learning programs and team-building activities that promote leadership, resilience, collaboration, and personal growth. Committed to leveraging diverse skills to drive positive outcomes and enhance team performance.
Overview
20
20
years of professional experience
Work History
L1 Technical Support \ Triager
Concentrix
Remote
08.2022 - Current
- Facilitated resource coordination and communication during critical incidents, effectively reducing potential business disruptions.
- Utilized ticketing systems to streamline support action management and enhance request processing.
- Assisted callers with their operational needs, walking them through and giving clear instructions on their device or other tech issues.
Junior Outbound Educator \ Travel Facilitator
The World Of Outbound
01.2007 - Current
- Conducting and facilitating educational tours, mostly focusing on outdoor experiences.
- Organizing school outbound travel or assisting schools or organizations with their extracurricular activities (Ocular visit, field trips, or school activities).
- Developed tailored activity plans to meet group goals and learning objectives.
Customer Service Representative
Transworld System Inc.
08.2018 - 02.2022
- Delivered exceptional customer service with timely communication and proactive problem-solving regarding their loan account's status.
- Exceptional customer service via calls, chats, and emails, consistently meeting and exceeding performance metrics.
- Resolved customer inquiries through effective communication, enhancing overall satisfaction.
Customer Service Representative \ Technical Support
Concentrix (Kindle)
01.2015 - 01.2016
- Diagnosed and resolved device and account issues for callers through remote access, ensuring effective guidance throughout the troubleshooting process.
- Assisted callers with account creation and payment processing. Addressed inquiries regarding account status and device issues. Provided support to enhance customer satisfaction.
Assistant Cook
Magsaysay MOL Marine Inc.
01.2006 - 01.2015
- 2nd cook for International cargo vessels operated by Mitsui O.S.K. Lines.
Education
Philippine Merchant Marine School
06-2005
Skills
- Customer Service (Phone, Chat, Email)
- Sales & Upselling Techniques
- Technical Troubleshooting & Support
- CRM & Ticketing Systems
- Remote Work Tools (Zoom, MS Teams)
- Conflict Resolution & De-escalation
- Data Entry & Documentation Accuracy
- Interpersonal & Soft Skills
- Excellent Communication (Verbal & Written)
- Problem-Solving & Critical Thinking
- Team Leadership & Mentorship
- Adaptability in Dynamic Environments
- Outbound Education Skills
- Outdoor & Experiential Learning
- Facilitation
- Team-Building & Leadership Activities
- Safety Management & Risk Assessment
- Workshop & Program Design
Languages
English
Tagalog
Crm Tools
- ICOMS
- SNOW
- TEAMS
- RRM
- SPARK
- CONNECT PORTAL
- OUTLOOK
- SHAREPOINT - INTERNAL CRM
- INSITE - INTERNAL CRM
Timeline
L1 Technical Support \ Triager
Concentrix
08.2022 - Current
Customer Service Representative
Transworld System Inc.
08.2018 - 02.2022
Customer Service Representative \ Technical Support
Concentrix (Kindle)
01.2015 - 01.2016
Junior Outbound Educator \ Travel Facilitator
The World Of Outbound
01.2007 - Current
Assistant Cook
Magsaysay MOL Marine Inc.
01.2006 - 01.2015
Philippine Merchant Marine School