Edward Ivan Star Salonga

Experience

• 

  SYNNEX Concentrix Corp

  Jun 2009 - May 2014

  Senior Team Captain

  Synnex Concentrix (ACT Company- BPO) 5-yearsa. Senior Team Captain (Specialized Group / Super Group)July 2012 – May 2014Reason for Leaving: To work in Singapore where I can build a solid path of my career• Developing agents Through CADP (Coaching and Development Plan)• Trains and update the team by conducting Pre/Post Huddle / Meetings• Constant call monitoring through (CMS, Avaya ,VLS and or real time Side-by-Side)• Police and arrest spotted Behavioral or Technical Will and or Skill Issues• Submit daily EOD reports (BM target, staff to goal, CSAT, Upsell, AHT)• Aim to uphold team motivation and mindset to meet/exceed daily/monthly goals• Guide and prepare agents for their Career and Self Growth.• Handle Escalated / Supervisory Calls• Work continuously with the training department in safeguarding consistency in agents’ learning curve and development.b. Team Captain (Customer Service and Technical Department – Super Group) November 2010– June 2012• Supervise the performance of the team.• Monitors calls and gives feedback to agents.• Handles escalated calls from customer service and tech agents.• Responsible for handling the best agents on the floor and making sure that they exhibit consistency.• Shares the responsibility of leading the department in supporting all initiatives to fulfill all business objectives, goals and its Service Level Agreements with its serviced client companies.c Mentor / Assistant SupervisorSeptember 2010– November 2010• Assists new hires in applying what they learned during product training.• Serves as their hands-on trainer for new hires.• Training ground for becoming either quality assurance or coach.• Taking escalated calls from customer service agents.• Providing support and coverage for coaches when on leave and or break.d. Subject Matter Expert (SME)August 2010 – September 2010e. Technical Support Representative Level 2June 2009 - August 2010 Show less

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  CIMB

  Sept 2014 - Mar 2015

  Customer Service Executive

  • Experienced in iTradePro Platform. Trained in Stocks and shares trading.• Take full responsibility for organizing and executing seminar/workshop to educate existing and potential customers on using our online trading platforms.• Deployed to roadshows to conduct demonstration on our online trading platforms.• Meet the objectives and performance measures agreed with the manager.• OCCO will only support the training and education of online clients on iTrade and other online.• Provide excellent customer service to clients by organizing meeting with clients or engaging with clients at any satellite offices within Singapore.• Provide support on how to use the platform, opening CDP account, CTA (cash trading account).• Provide support for activation of the account and general inquiry of clients.• Persuasive and politely take care customer’s needs after activation of the account.• Was able to hit quota and going beyond the mile by supporting the clients even non-office hours Show less

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  Phillip Capital Inc.

  Apr 2015 - now

  Senior Executive
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  PhillipCapital

  Apr 2015 - now

  Assistant Manager

  Technical:• Daily task for website maintenance and monitoring.• Weekly Market News editing and uploading videos on POEMS website. (using Joomla website editor)• Daily morning note postings like Technical and Research Reports of stock performance encounter. (Using Wordpress website editor).• Posting corporate action information in scrapbook through POEMS admin for POEMS 1 and 2.0 platform• Posting notice and announcements for POEMS mobile application homepage.• Posting scheduled Seminars, webinars, banners to POEMS 1 and 2.0 website using Joomla and Wordpress respectively.• Analyzing data, regarding Customer’s feedback, Team’s performance.• Reactivating suspended accounts.• Monthly and Bi-monthly reporting of Customer’s feedback through Net Promoter System (NPS) - used to gauge the loyalty of a firm's customer relationships.• Technical Helpdesk support through calls and emails regarding account reactivation, Password issues, Java issues, IE issues, login issues, blank pages issues, and general website issues.Customer Service:• Calling clients that reported issues with their accounts, or conducting surveys and feedbacks with their experience and ensuring customer’s satisfaction are met.• Receiving calls on general inquiries and answering their concerns and serve as 1st and 2nd level of Customer Service.• Receiving emails on general inquiries and answering their concerns in a timely manner.• Receiving complaints and pacifying them, informing them and making them comfortable and confident that we are there to help them till the issue is resolve and to make them feel secured with their service with us. Show less