RYAN CARLO MIKHAIL T. RILLO
Pasig, Metro Manila
Summary
Motivated and seasoned BPO professional with proven track record in client support and team leadership in fast-paced, challenging, and customer-driven environments
Overview
17
17
years of professional experience
Work History
Technical Support Advisor
Orchid Cybertech Services Inc.
01.2023 - Current
- Enhance customer satisfaction by promptly addressing Internet issues and providing effective solutions
- Maintain expert-level knowledge of company products to provide accurate information to customers during support calls or emails
- Exercise confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection
Team Leader
Full Potential BPO Inc.
07.2021 - 11.2022
- Monitor, organize, and provide guidance and instruction to a team of technical support representatives on a daily basis
- Empower team members by delegating responsibilities according to individual strengths and areas of expertise
- Develop team members' skills through targeted coaching sessions, resulting in improved individual performance
- Manage staffing to support business needs by utilizing work force software
Technical Support Representative
Full Potential BPO Inc.
07.2017 - 07.2021
- Diagnose and resolve hardware and software issues involving digital video recorders, IP cameras, and alarm kits
- Multi-skilled advisor handling client issues via phone, email, and chat
- Guide and mentore junior technical support representatives, enhancing problem solving skills and boosting team performance
- Recognized several times as the top-performing technical advisor
ESL Writing Tutor
Chungdahm Philippines Inc.
04.2015 - 05.2017
- Proofread and evaluate students' writing based on the relevance, clarity of ideas and grammar use
- Cross-trained to handle different writing accounts
Customer Account Executive
West Contact Services Inc.
05.2012 - 12.2014
- Assist clients with their reported problems involving residential phone and cable Internet connectivity
- Follow up and make scheduled callbacks to customers
- Coordinate with other departments via chat or phone call where necessary
- Recognized several times as the top agent for the combined scores of AHT, QA, CSAT
Senior Technical Support Specialist
Convergys Philippines Services Corporation
05.2008 - 10.2011
- Determine and resolve technical hardware and software issues involving Internet, IPTV, and VOIP
- Provide exceptional customer service by consistently exceeding expectations in resolving technical challenges
- Recognized multiple times as the top agent for CSAT
Education
Bachelor of Secondary Education Major in English -
Philippine Normal University
03.2008
Board Passer, Licensure Examination For Teachers -
Professional Regulation Commission
09.2008
TESOL Certified -
The Asian EFL Journal Organization
03.2014
Elementary and Secondary -
La Immaculada Concepcion School
03-2004
Skills
- Excellent oral and written English
- Ability to remain focused, efficient, and productive under minimal supervision
- Possesses strong interpersonal skills and can work collaboratively with colleagues
- Adapts easily to changes in the work environment and reacts well under pressure
- Exhibits sound judgment and provides reasoning for decisions
- Demonstrates strong leadership, management, and coaching skills
References
Character references are available upon request.
Timeline
Technical Support Advisor
Orchid Cybertech Services Inc.
01.2023 - Current
Team Leader
Full Potential BPO Inc.
07.2021 - 11.2022
Technical Support Representative
Full Potential BPO Inc.
07.2017 - 07.2021
ESL Writing Tutor
Chungdahm Philippines Inc.
04.2015 - 05.2017
Customer Account Executive
West Contact Services Inc.
05.2012 - 12.2014
Senior Technical Support Specialist
Convergys Philippines Services Corporation
05.2008 - 10.2011
Bachelor of Secondary Education Major in English -
Philippine Normal University
Board Passer, Licensure Examination For Teachers -
Professional Regulation Commission
TESOL Certified -
The Asian EFL Journal Organization
Elementary and Secondary -
La Immaculada Concepcion School
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