Wilson Javier
Product Trainer/Data Analyst/QA Specialist
CITY OF STO. TOMAS
Summary
Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about BPO practices and documentation requirements.
Enthusiastic training professional successful at developing training plans and supplementary materials to help employees excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
17
17
years of professional experience
1
1
Language
Work History
Account Specialist
Teamspan Asia
11.2018 - 4 2024
- Responsible in processing order necessary for item creation and production.
- Responsible in Invoice/Receipt processing and data entry to the system.
- Served customers with knowledgeable, friendly support at every stage of product request and purchase.
- Developed, maintained and utilized diverse client database.
- Contributed to team objectives in fast-paced environment.
- Integrated new clients seamlessly into existing workflows through efficient account set-up processes tailored according to specific requirements.
- Improved customer satisfaction with timely and accurate invoicing, addressing inquiries promptly and professionally.
- Maintained organized electronic filing system for easy access of critical billing documents, optimizing workflow for the entire team.
- Streamlined invoice processing by implementing efficient data entry techniques and software tools.
Lead Generation Specialist
Todd Crowe
06.2018 - 03.2022
- Aligned marketing initiatives with sales objectives, maintaining open communication between departments for seamless execution of integrated campaigns.
- Collaborated with sales teams to ensure accurate lead tracking and timely follow-ups, enhancing overall customer experience and satisfaction.
- Streamlined the prospecting process for better efficiency, resulting in higher quality leads and improved conversion rates.
- Increased lead generation by implementing targeted email campaigns and personalized outreach strategies.
Customer Service Associate/Product Trainer
Firstsource Solutions Ltd
07.2011 - 11.2018
- Responsible in providing best customer service experience via call and emails for customer based in UK for their credit card accounts
- Handles collections, sales and complaints issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided training and support to new associates to help provide high-quality customer service.
- Handled payment issues following guidelines, resolving disputes properly.
- Developed and updated databases to handle customer data.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained staff on operating procedures and company services.
Customer Service Representative/QA Analyst/Escalated Complaints Specialist
Teletech Customer Management Service
02.2010 - 06.2011
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed and maintained quality assurance procedure documentation.
- Administered over 500 internal quality audits and assessed results to inform corrective action measures.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Participated in departmental meetings to establish short- and long-term strategy.
Indexer/Data Entry Specialist
SPI Technologies
08.2007 - 03.2009
- Responsible for verification, encoding and modification of records of different clients abroad.
- Compiled, sorted and filed high volume of documents.
- Maintained organized filing system to facilitate easy retrieval of documents.
- Classified files based on source, type or other details.
- Identified and resolved filing discrepancies.
- Managed workflow scheduling, data entry, and accuracy verification for large data projects.
- Identified data entry errors and reported to necessary departments.
Business Process Associate/Assistant Team Leader
American Data Exchange
05.2005 - 05.2007
- Responsible for analysis of source materials as well as proofreading, encoding and modifying records of clients abroad for title insurance.
- Supervised processes to eliminate weak points or bottlenecks in business operations.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular reviews of operations and identified areas for improvement.
- Created staff schedules, approved requested time off and updated reports.
- Supervised 15 staff and contractors.
- Delegated daily tasks, addressed employee questions and resolved scheduling issues.
Transaction Analyst
SPI Transact Inc.
10.2004 - 03.2005
- Responsible for verification, encoding and modification of records.
- Completed daily data back-up to secure records.
- Provided administrative and clerical support.
- Processed customer and account source documents by reviewing data for deficiencies and errors.
- Maintained daily production logs of activities and completed work.
Education
Bachelor of Science - Computer And Information Sciences
Polytechnic University of The Philippines
Sto Tomas City Batangas 05.2001 -
Skills
Administrative support, customer service skills, quality assurance and people handling skills
undefinedAdditional Information
I have been working for 19 years.
Education Certification
Bachelor of Science in Computer Science, Computer Science, Polytechnic University of the Philippines, 2004
Applicant
Wilson Javier
Personal Particulars
Wilson, Javier, cheeka192000@yahoo.com, wilsonjavier19, +63 - 9395728640, Male, 10/19/82, Filipino, Philippines
References
- Josephine Gonzales, 09774413429
- Jamella Vasquez, 09774453684 or 09438347867
Disclaimer
I certify that the above information is true and correct to the best of my knowledge and belief.
Timeline
Account Specialist
Teamspan Asia
11.2018 - 4 2024
Lead Generation Specialist
Todd Crowe
06.2018 - 03.2022
Customer Service Associate/Product Trainer
Firstsource Solutions Ltd
07.2011 - 11.2018
Customer Service Representative/QA Analyst/Escalated Complaints Specialist
Teletech Customer Management Service
02.2010 - 06.2011
Indexer/Data Entry Specialist
SPI Technologies
08.2007 - 03.2009
Business Process Associate/Assistant Team Leader
American Data Exchange
05.2005 - 05.2007
Transaction Analyst
SPI Transact Inc.
10.2004 - 03.2005
Bachelor of Science - Computer And Information Sciences
Polytechnic University of The Philippines
05.2001 -
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