EDUARDO C.
AMPARO
546 J. Marzan St, Sampaloc, Manila
Mobile phone / 09064811825 / 09217790595
Email address: edwardamparo@hotmail.com
OBJECTIVE: To gain employment that will enable me to utilize and develop my knowledge
and skills while contributing to the growth of the company and my coworkers
as well.
Pursue an unorthodox, exciting lifestyle, to strive for excellence in a career
that you’re passionate about, and to make a positive difference in the
company.
RELATED WORK EXPERIENCE
December 15, 2008 Operations Manager Apprentice– (Customer Service)
to January 29,2010 Sitel Philippines, Inc.
PEZA, Loakan Road, Baguio City
Job Description: - Meet and exceed quality and customer satisfaction goals to
ensure customer retention
-Plans, Manages, and controls the day-to-day activities of a team
that provides operational support for a business unit group.
-Establishes operational objectives and work plans, and delegates
assignments to subordinate managers/coaches.
-Ensures employee conformance to established policies and
practices.
-Responsible for achieving measurable results on time and on
budget.
-Formulates and implements new policies and procedures for the
department to meet goals.
-Selects, develops and evaluates personnel, ensuring efficient
operations functions.
Plans, manage the day-to day activities of a team that provides operational support for a business unit or up in a nn-ing
vironment
June, 2007 Team Manager/Coach – Customer Service
to Dec.15, 2008 Sitel Philippines, Inc.
PEZA, Loakan Road, Baguio City
Job Description: - Meet and exceed quality and customer satisfaction goals to
ensure customer retention
-Ensure that team members obtain the appropriate training and
support to best apply their knowledge and skills on the job
-Communicate business strategies and results to CSRs,
empowering them as #1 employee
-Minimize call escalations through effective coaching and support
-Offer frequent formal and informal recognition
- Build solid productive relationships with all levels of leadership and
support teams
- Facilitate effective and supportive team relationships
- Resolve operational and interdepartmental problems quickly
- Provide timely feedback to the management team on customer
trends, issues and needs
- Facilitate accurate credits and adjustments
January 2007 Learning Specialist – (travel account)
to June, 2007 Sitel Philippines, Inc
PEZA, Loakan Road, Baguio City
Job Description Responsible for the needs analysis, design, development,
test and evaluation of training simulations, online learning
materials and instructor led training for computer systems
used within Hawaiian Airlines account
August 2005 Technical Support Representative (AT&T)
to December 2006 Sitel Philippines, Inc
PEZA, Loakan Road, Baguio City
Job Description -Handles all persistent cases and irate customers
-Provides technical support such as DSL issues, Home
Networking issues, software issues, email issues, password
and login issues.
October 2004 Customer Service Representative
March 2005 Parlance Systems Inc.
Buendia, Makati City
Job Description - Answer phones and respond to customer requests
-Provide customers with product and service information
- Upsell products and services
- Transfer customer calls to appropriate staff
- Research billing issues
- Research misapplied payments
- Other duties as assigned.
December 2002 Promo Representative – UNILAB
September 2004 Field Outsource Corporation
Quezon City
February,2000 Account Executive
to October 2002 Phil.,Fuji Xerox, Corporation
Session Road, Baguio City
February 1995 Senior Sales Representative
January 2000 Flexible Automation Systems Corporation
Buendia, Makati City
February 1994 Process Engineer
November 1994 Amkor/Anam Pilipinas Inc.
Muntinlupa City
November 1988 Process Technician
December 1993 Texas Instruments Phils., Inc
Loakan Road, Baguio City
RELATED TRAININGS AND SEMINARS ATTENDED:
6 Sigma Training/Seminar
Sitel Philippines, PEZA, Loakan Road, Baguio City
OM Essentials/Financials
Sitel Philippines, PEZA, Loakan Road, Baguio City
Coach 102
Sitel Philippines, PEZA, Loakan Road, Baguio City
Coach 101
Sitel Philippines, PEZA, Loakan Road, Baguio City
BLITZ Training
Sitel Philippines, PEZA, Loakan Road, Baguio City
CITZ Training
Sitel Philippines, PEZA, Loakan Road, Baguio City
BTT (Basic Train the Trainer) Training
Sitel Philippines, PEZA, Loakan Road, Baguio City
Pathways (guide to Leadership)
Sitel Philippines, PEZA, Loakan Road, Baguio City
BellSouth Product Specialist / HomeNetworking system
ClientLogic Philippines, Inc., PEZA, Loakan Road, Baguio City
Statistical Process Control (Basic / Advance)
Amkor/Anam Pilipinas Inc.,Muntinlupa City
Basic of Supervision
Amkor/Anam Pilipinas Inc.,Muntinlupa City
Labor Relations
Texas Instruments Phils., Inc., PEZA, Loakan Rd., Baguio City
(FACILITATED) Basic Pneumatics Systems
Asian Institute of Management
Makati City
Basic Programmable Logic Controller (PLC) -
Asian Institute of Management
Makati City
Brand /Product Launchings (UNILAB)
Baguio City, La Union and Pangasinan Areas
SUMMARY OF
QUALIFICATIONS
✔ 2008 COACH OF THE YEAR – Customer Service
Sitel Philippines (formerly Clientlogic)
✔ 2006 AGENT OF THE YEAR – Technical Support
Sitel Philippines (formerly Clientlogic)
✔ Best Team for March, April and May, 2006
Sitel Philippines (formerly Clientlogic)
✔ One of the first agents trained for wireless home-networking
system for DSL Internet connections
✔ Promoted as Learning Specialist assigned to handle curriculum
development for new account travel account – general
reservations.
✔ Promoted as Team Manager/Coach assigned to handle 16 agents for
✔ Promoted as Operations Manager assigned to handle 4 coaches with 64
agents.
EDUCATIONAL COLLEGE Mechanical Technology – Production Engineering
BACKGROUND Don Bosco Technical College
Mandaluyong City
HIGH SCHOOL Holy Trinity Academy
Sampaloc, Manila
ELEMENTARY Gen. L. Geronimo Elem. School
Sampaloc, Manila
PERSONAL Birth Date November 21, 1969
INFORMATION Birthplace Manila
Citizenship Filipino
Civil Status Married
Height 5' 9''
Weight 185 lbs.
Languages English, Filipino
CHARACTER Ms. Catherine Cerrer Operations Manager
REFERENCE Sitel (Clientlogic) Philippines
Loakan Road, Baguio City
Contact No.: 09088836684
Ms. Johanne Navara Coach
Sitel (Clientlogic) Philippines
Julia Vargas, Origas, Pasig city
Contact No.:09062848097
Certified true and correct:
EDUARDO C. AMPARO
