Naanniel Catacutan
Bulacan
Summary
Experienced and results driven professional with 10 years of extensive background in various industries such as customer service, administration, sales, call center, events, team management, demonstrating the ability to handle diverse and multi-cultural teams of professionals to different level of success in a fast paced environment. Over 7 years of experience in startup companies, concentrating in call center setup, strategic planning, learning and development, Risk analysis, product and project management. Has taken the key role of improving company initiatives through different tactics, selection of candidates, mentoring, training, supervision in overall functions, administration, risk and quality assurance, focusing on handling top-notch professional support and services, personal interaction to customers, and resolving customer inquiries and variety of complex issues.
Overview
18
18
years of professional experience
Work History
Scam Prevention/ MP Ops Specialist
Upwork
04.2019 - 11.2024
- The Scam Prevention Specialist will utilize tools and reports to maintain the safety and security of our company
- Review flagged content generated by our detection systems and determine risk and status of users
- Represent the department professionally in talking to internal and external customers in an inbound/outbound call center
- Analyze patterns and respond quickly to high-risk situations
- Identify changing trends, document and report to appropriate department personnel in a timely manner to assist in the reduction of spam/scam content
- Verify account activity and take appropriate action to minimize potential customer inconvenience as well as controlling and managing call
Appointment Setter
Carworld
08.2020 - 08.2023
- Responsible for managing inbound and outbound calls to prospective customers, providing detailed information about available car models, pricing, and current promotions
- Effectively scheduled test drives and consultations, ensuring that all appointments were coordinated efficiently between customers and sales representatives
- By qualifying leads through insightful conversations, accurately captured customer preferences, budgets, and timelines, inputting all information into the dealership's CRM system for seamless follow-up
- Proactively sent appointment reminders via phone, text, and email to minimize no-shows and maximize customer attendance
- Followed up with missed appointments, rescheduling as necessary, and ensuring a positive customer experience at every stage
- Worked closely with the sales team to relay key customer information and supported the dealership's overall sales goals by maintaining high standards of customer service
- Tracked appointment metrics, monitored conversion rates, and provided regular feedback to improve the efficiency and effectiveness of the appointment-setting process
Lead Generation Specialist
Lords of Linkedin
05.2020 - 08.2020
- Worked closely with the sales and marketing teams
- This is a target driven role that will contribute to new business revenue for the company
- Duties include: Developing and maintaining the prospect database
- Prospecting, generating, qualifying, processing and following up on leads and appointment setting for external sales team
CoverDesk
08.2018 - 04.2019
- Company Overview: Lares Insurance
- The primary role of this job is to provide customer service to the policy holder and renew their insurance before it expires
- This includes providing options, quotations to the new policy
- Monitoring their policy concerns by calling, emailing the information they need
- Lares Insurance
Trisys
12.2017 - 08.2018
- Company Overview: My Daily Choice
- The primary role of this job is to provide excellent customer service through Chat in providing the account information of the customer
- This includes that status of order, providing information for their commission, Tracking orders and handling highly escalated concerns regarding their account
- My Daily Choice
Retention Specialist
Concentrix Services Philippines
06.2016 - 12.2017
- The primary responsibility is to save customers from cancelling their mobile accounts
- Providing information regarding their monthly bill
- Responsible for processing payments
- Resolves mobile technical problems as well as setting up a repair if necessary
Team Development Leader
Western Union
07.2012 - 05.2016
- The primary responsibility of this position is to handle all escalations (call, email and fax) and product-related 'up-trainings'
- Responsible for supervising the performance and development of trainees, if necessary
- Ensures constant monitoring of trainees’ strengths & weaknesses in handling calls with the objective of making each agent perform at par to campaign KPI’s and thus contributing to the overall effort of the team
- Provide high-level support for cases that go to the Western Union Executives
- Deliver monthly rosters and weekly review of rosters for the Call Centers
- Accurate and effective staffing to meet targeted key performance indicators for the Call Centers
- Daily monitoring of staff levels and acting on over or under staffing as required to meet training/other needs
- Daily / weekly review of the staffing performance against KPI’s in conjunction with Call Center management, MIS and Quality analysts
- Ensure documentation / procedures / measurements are kept up to date and meet industry standards
- Provide continuous improvement assessments and recommendation to the Call Center on performance staffing and adherence to schedules
Wish Detail Tagger
Upwork
08.2015 - 12.2015
- Detail Taggers ensure that the products displayed on our site are appropriately categorized
- The primary responsibility of this position is tagging products for color and other specific categories
- We are looking for people who can work remote, 25-40 hours per week
Online English Teacher
51talk
01.2015 - 10.2015
- The primary job responsibility of an ESL instructor is to improve the English reading and writing
- The job of an Online Teacher involves tutoring or teaching children, teenagers or adults in various subjects and performing tasks of regular teachers
- The main difference with those who teach in classrooms and online teachers is the setting of classes
Senior Analyst, Workforce
Western Union
08.2014 - 02.2015
- Manage the planning and implementation of staffing and scheduling for the Operational Workforce to ensure contractual goals are met
- Manages both domestic and international projects including the centralization of workforce technologies and processes, implementation and Contact Center consolidation
- Provides Workforce support and guidance to both domestic and international contact centers
- Coordinates partnerships with HR, Training, Service Operations Management, QA and other departments
- Ensure all daily, weekly and monthly reports are completed on time
- Verifies communication of all information relevant to staffing and forecasting
- Verifies employee schedule adherence
- Monitors, tracks and reports agent attendance and aux time
- Provides comparative analysis on staffing, call volume, capacity and forecast
- Generates operations productivity reports
- Determines best time for real time activities such as company/account events, coaching and meetings
- Facilitates request for time off and shift trades
- Ensures that policies and procedures for said process is followed
- Monitors half hourly volumes, AHT, and staffing requirements
- Assesses real time call volume to escalate to team leaders/operations managers and recommends short-term adjustment to staffing to address current issues
- Represents WFM in any daily client conferences concerning Workforce Management & Operations
- Maintains and manages Operational skills and splits assignment as well as levels
Offline Support Specialist
Western Union
01.2010 - 07.2012
- In charge of answering queries and resolving time sensitive escalations received via the Quick Collect Mailboxes
- The requests are from customers, Quick Collect Subscribers, Western Union Agents, Account Executives, Accounting, Risk Management Collections, Client Support, Legal Team and Managers
- Resolves technical issues related to the Quick Collect Check printer system and conducts tests for newly set up check-writer clients
- Point of contact for investigations of escalated Quick Collect, RPPS, Prepay and Quick Cash payment and technical issues
- Performed ad hoc tasks required by operations and the business
- Liaised with different WU departments to improve Payments processes
- Hot listing – blocking customer’s account and hot listing the payee on the transaction due to confirmed fraud or unauthorized use of card when the request was made by the cardholder or the card issuing bank
- Authorization Code Removal Request – to help the customer expedite the removal of the hold on his/her funds by sending a letter template to the bank via fax
- Billing and refund – providing a copy of the receipt of carded transactions
- Checking customers’ claim of double billing or refund status
- Blocked Card Inquiry – investigating why card was blocked and customer couldn’t send over the phone or web
Customer Support Specialist
Western Union
09.2008 - 01.2010
- Responded to incoming customer calls concerning new and existing customer accounts within a call center environment
- Thoroughly and efficiently gathers customer information, access and fulfill customer needs, educate the customer where applicable
- Provided quality customer service and support in a variety of areas and Maintains company standards during recorded calls in order to ensure high quality of service
- Troubleshoots online issues and validate customer’s identity prior to authorization of all transactions
- Utilizes automated information systems to analyze the customer’s situation
- Maintained a balance between company policy and customer benefit in decision making and handles issues in the best interest of both customer and company
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
- Receives and remedies on-site customer complaints and grievances and escalates these to supervisor when necessary
- Records and updates customer information in database to ensure smooth future transactions
- Strong focus on First Call Resolution and performs other duties as needed
Technical Support Representatives
Alorica Philippines
03.2007 - 08.2008
- Company Overview: SONY
- Received incoming technical calls from customers
- Responsible of problem analysis, troubleshooting and resolving technical issues related to electronic equipment purchased by customers
- Provided configuration assistance and educated customers on how the product works
- Responsible of call escalation to the next tier of support as necessary or arrange dates, times & access arrangements for a service call
- Updated databases to record the results of customer interactions which includes every detail that contributed to the equipment issue which could be helpful in future inquiries
- Responsible of offering additional services
- SONY
Education
Bachelor of Science - Public Administration
Universidad De Manila
Manila, Metro Manila, Philippines03-2007
Skills
- Fluent in English
- Excellent verbal communication
- Excellent written communication
- Writing articles
- Writing stories
- Art works
- Creative designs
- Facilitating events
- Organizing events
- Field researching
- Computer proficient
- Microsoft Word
- Microsoft Excel
- Open office
- Power Point
- Microsoft Outlook
- AS400
- Citrix
- Oracle Right Now
- On Demand
- Cisco Web Ex
- Lotus Notes
- Witness
- Nice
- Verint
- DRS Recording Tools
Languages
English
Tagalog
Trainingsandseminars
- Situational Leadership Training, 04/01/12
- Conflict Handling Solutions, 10/01/11
- Coaching Successfully, 10/01/10
- Microsoft Basics, 09/01/09
- Coaching for Result, 03/06/07
Personal Information
- Age: 30
- Nationality: Filipino
- Marital Status: Single
Timeline
Appointment Setter
Carworld
08.2020 - 08.2023
Lead Generation Specialist
Lords of Linkedin
05.2020 - 08.2020
Scam Prevention/ MP Ops Specialist
Upwork
04.2019 - 11.2024
CoverDesk
08.2018 - 04.2019
Trisys
12.2017 - 08.2018
Retention Specialist
Concentrix Services Philippines
06.2016 - 12.2017
Wish Detail Tagger
Upwork
08.2015 - 12.2015
Online English Teacher
51talk
01.2015 - 10.2015
Senior Analyst, Workforce
Western Union
08.2014 - 02.2015
Team Development Leader
Western Union
07.2012 - 05.2016
Offline Support Specialist
Western Union
01.2010 - 07.2012
Customer Support Specialist
Western Union
09.2008 - 01.2010
Technical Support Representatives
Alorica Philippines
03.2007 - 08.2008
Bachelor of Science - Public Administration
Universidad De Manila
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