Wilbert Ivan Cirilo
Bacoor, Province Of Cavite
Summary
Professional leader with deep experience in team management and collaboration. Skilled in strategic planning, conflict resolution, and fostering productive work environment. Strong focus on achieving results and adapting to changing needs. Known for reliability, effective communication, and motivational leadership.
Overview
21
21
years of professional experience
Work History
Group Leader
PayPal
Alabang, Muntinlupa
04.2021 - Current
- Led by example, demonstrating commitment to the company''s mission and consistently delivering high-quality work.
- Monitored group performance on a regular basis, analyzing data and trends to identify areas for improvement.
- Delegated tasks strategically and monitored progress for timely completion.
- Monitored team performance to identify productivity improvement opportunities.
- Mentored team members to enhance their skillsets, resulting in higher-quality work and improved job satisfaction.
- Supported staff with developing professional skills and abilities, uplifting team performance.
- Established clear goals and expectations for the team, promoting accountability and fostering a high-performance culture.
Escalations Team Leader
PayPal
Alabang, Muntinlupa
04.2019 - 03.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Operations Management Intern
Convergys
Makati City, Metro Manila, Philippines
06.2016 - 04.2019
- Streamlined operational processes by identifying inefficiencies and implementing effective solutions.
- Applied analytical skills to assess and forecast operational performance, allowing for proactive adjustments and improvements.
- Provided support during audits by gathering relevant documentation and communicating effectively with auditors throughout the review process.
- Enhanced team productivity by providing training and guidance to fellow interns.
- Developed strong organizational skills through managing multiple tasks simultaneously while maintaining attention to detail within tight deadlines.
Team Leader - CRM Operations
Convergys
Makati City, Metro Manila, Philippines
05.2010 - 07.2015
- Optimized workflows for increased productivity, resulting in better overall team performance.
- Cultivated strong relationships with key stakeholders to ensure smooth collaboration on various projects.
- Collaborated with other departments to develop streamlined processes for seamless customer interactions.
- Conducted regular reviews of team performance metrics, identifying areas requiring improvement or development opportunities.
- Reduced customer complaints by implementing proactive measures to address common issues.
- Created a positive work environment by fostering open communication and encouraging teamwork.
Team Leader - CRM Operations
TeleTech Holdings
Bacoor, Province Of Cavite, Philippines
10.2008 - 05.2010
- Optimized workflows for increased productivity, resulting in better overall team performance.
- Cultivated strong relationships with key stakeholders to ensure smooth collaboration on various projects.
- Created a positive work environment by fostering open communication and encouraging teamwork.
- Reduced customer complaints by implementing proactive measures to address common issues.
- Conducted regular reviews of team performance metrics, identifying areas requiring improvement or development opportunities.
- Collaborated with other departments to develop streamlined processes for seamless customer interactions.
Tier 2 Technical Support Specialist
TeleTech Holdings
Bacoor, Province Of Cavite, Philippines
10.2007 - 10.2008
- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Achieved consistent positive performance reviews from both customers and management, reflecting dedication towards delivering top-notch support services.
Technical Support Representative
Convergys
Makati City, Metro Manila, Philippines
10.2005 - 11.2007
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Technical Support Representative
West Contact Services
Makati City, Metro Manila, Philippines
08.2004 - 10.2005
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Telemarketer
Touch Asia
Makati City, Metro Manila, Philippines
06.2004 - 08.2004
- Managed a high volume of calls daily while maintaining professionalism and efficiency.
- Completed daily cold calling and outreach to build sales pipeline.
- Informed current and prospective customers of promotions and new or upgraded products.
- Completed daily and weekly sales reporting using assigned tools.
Data Encoder
American Data Exchange Corporation
Alabang, Muntinlupa
08.2003 - 06.2004
- Supported team members, sharing knowledge and expertise on best practices for accurate data encoding.
- Extracted information from database to compile reports for audit process.
- Prepared source data for computer entry by compiling and sorting information.
- Reduced errors in encoded data by conducting thorough quality checks on completed work.
- Maintained database by entering new and updated [Type] information.
- Contributed to process improvements by recommending updates and enhancements to existing encoding methodologies.
Education
Bachelor of Science - Computer Science
University of Perpetual Help
Binan, Province Of Laguna, Philippines03-2003
High School Diploma -
Philippine Christian University
Dasmarinas, Province Of Cavite, Philippines03-1999
Skills
- Verbal and written communication
- Relationship building
- Continuous improvement
- Schedule coordination
- Issue resolution
- Group and individual instruction
- Motivational skills
- Employee development
- Performance monitoring
- Production management
- Operations management
Timeline
Group Leader
PayPal
04.2021 - Current
Escalations Team Leader
PayPal
04.2019 - 03.2021
Operations Management Intern
Convergys
06.2016 - 04.2019
Team Leader - CRM Operations
Convergys
05.2010 - 07.2015
Team Leader - CRM Operations
TeleTech Holdings
10.2008 - 05.2010
Tier 2 Technical Support Specialist
TeleTech Holdings
10.2007 - 10.2008
Technical Support Representative
Convergys
10.2005 - 11.2007
Technical Support Representative
West Contact Services
08.2004 - 10.2005
Telemarketer
Touch Asia
06.2004 - 08.2004
Data Encoder
American Data Exchange Corporation
08.2003 - 06.2004
Bachelor of Science - Computer Science
University of Perpetual Help
High School Diploma -
Philippine Christian University