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Raymund Nilo

Raymund Nilo

Customer Service Representative

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location of Raymund NiloPhilippines

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  • Timeline

  • About me

    Call Center Operations Manager

  • Education

    • Linux Academy

      2018 - 2019
      COMPUTER AND INFORMATION SCIENCES AND SUPPORT SERVICES

      This learning path is aimed at taking you from 0 to Hero in all things Google Cloud. We will start you with the Google Essentials course and take you all way through the professional certification courses that Google currently has to offer.Google Cloud Essentials Google App Engine Deep DiveGoogle Certified Professional Cloud ArchitectGoogle Cloud Security Essentials To help a student who is interested in Google Cloud Platform (GCP) but has not had much hands-on… Show more This learning path is aimed at taking you from 0 to Hero in all things Google Cloud. We will start you with the Google Essentials course and take you all way through the professional certification courses that Google currently has to offer.Google Cloud Essentials Google App Engine Deep DiveGoogle Certified Professional Cloud ArchitectGoogle Cloud Security Essentials To help a student who is interested in Google Cloud Platform (GCP) but has not had much hands-on experience to become familiar with the platform be comfortable with navigating the console and learn its capabilities.Prepare students for the Google Cloud Architect exam by laying down the foundational principles of familiarity with GCP, from which we will introduce more complex concepts in more advanced courses, culminating in preparing for the Google Cloud Architect certification. Show less

    • Saint Louis University (PH)

      2008 - 2015
      Bachelor’s Degree Electrical, Electronics and Communications Engineering

    • UC Davis Extension

      2017 - 2018
      Coursera - Data Visualization with Tableau Specialization Visual Analytics

      This Specialization, in collaboration with Tableau, is intended for newcomers to data visualization with no prior experience using Tableau. We leverage Tableau's library of resources to demonstrate best practices for data visualization and data storytelling. You will view examples from real world business cases and journalistic examples from leading media companies.Courses: Fundamentals of Visualization with TableauEssential Design Principles for TableauVisual Analytics with… Show more This Specialization, in collaboration with Tableau, is intended for newcomers to data visualization with no prior experience using Tableau. We leverage Tableau's library of resources to demonstrate best practices for data visualization and data storytelling. You will view examples from real world business cases and journalistic examples from leading media companies.Courses: Fundamentals of Visualization with TableauEssential Design Principles for TableauVisual Analytics with TableauCreating Dashboards and Storytelling with TableauData Visualization with Tableau Project Show less

    • Stanford University

      2018 - 2019
      Coursera Online Course Machine Learning

      This course provides a broad introduction to machine learning, datamining, and statistical pattern recognition. Topics include: (i) Supervised learning (parametric/non-parametric algorithms, support vector machines, kernels, neural networks). (ii) Unsupervised learning (clustering, dimensionality reduction, recommender systems, deep learning). (iii) Best practices in machine learning (bias/variance theory; innovation process in machine learning and AI). The course will also draw from… Show more This course provides a broad introduction to machine learning, datamining, and statistical pattern recognition. Topics include: (i) Supervised learning (parametric/non-parametric algorithms, support vector machines, kernels, neural networks). (ii) Unsupervised learning (clustering, dimensionality reduction, recommender systems, deep learning). (iii) Best practices in machine learning (bias/variance theory; innovation process in machine learning and AI). The course will also draw from numerous case studies and applications, so that you'll also learn how to apply learning algorithms to building smart robots (perception, control), text understanding (web search, anti-spam), computer vision, medical informatics, audio, database mining, and other areas. Show less

  • Experience

    • Sitel

      Jun 2011 - Oct 2011
      Customer Service Representative

      Determine Customer Requirements: Work closely with customers to understand their needs and requirements, ensuring a clear understanding of what they are seeking.Answer Inquiries: Provide detailed information by clarifying the specific information the customer desires, researching and locating the necessary data, and delivering it accurately.Resolve Problems: Address and resolve customer issues by clarifying the problems, researching and exploring potential solutions and alternatives, implementing effective solutions, and escalating unresolved problems when necessary.Fulfill Requests: Complete customer requests by clarifying the desired information, handling transactions efficiently, and forwarding any additional requests appropriately.Sell Additional Services: Identify opportunities to up-sell services by recognizing potential in customer accounts, explaining new features, and enhancing customer satisfaction through additional offerings.Maintain Call Center Database: Keep the call center database updated by entering relevant customer information, ensuring data accuracy and accessibility for future reference. Show less

    • Upwork

      Oct 2011 - Jun 2014
      Wordpress Developer

      Theme Customization and Development: Modify existing WordPress themes or develop custom themes from scratch to meet specific client requirements. This involves working with WordPress theme frameworks and understanding the WordPress template hierarchy.Plugin Development and Integration: Create custom plugins or integrate third-party plugins to add specific functionalities to websites. This requires knowledge of WordPress plugin development standards and best practices.Site Optimization: Optimize website performance, including speed and SEO, by implementing best practices in coding, using caching plugins, optimizing images, and ensuring proper use of metadata.Security Measures: Implement security measures to protect websites from potential threats, such as using security plugins, updating WordPress core and plugins regularly, and securing the hosting environment.Content Management: Assist clients in managing their content effectively, including setting up custom post types, taxonomies, and creating user-friendly content management systems. Show less

    • Dncoded Digital Marketing Services

      Jan 2014 - Jan 2019
      Business Owner

      As the founder of DNC, a digital agency specializing in data entry services, I've had the privilege of leading the charge in establishing and growing our business.

    • Global Agility Solutions

      Jan 2015 - Jan 2019

      Software Development and IT Infrastructure:Enhanced software development and IT infrastructure to support growth through strategic planning and technology implementation.Team Supervision:Led network administrators, IT support, and software development teams, ensuring high-quality work and adherence to best practices.Project Improvement:Optimized in-house projects by identifying enhancements, implementing new technologies, and streamlining workflows.Talent Acquisition and Training:Recruited and trained new team members, ensuring they were equipped with the necessary skills for effective contribution.Operational Relocation:Managed the swift relocation of operations within 60 days, minimizing downtime and maintaining continuity.Vendor Relationships:Maintained robust relationships with IT vendors, negotiating contracts and ensuring service levels met organizational needs. Show less Operational Leadership: Directed overall operations, ensuring efficiency and effectiveness across various departments. This involved strategic planning, resource allocation, and process optimization.Financial Management: Oversaw financial closing processes, ensuring accurate and timely financial reporting. Worked closely with the chief of operations to develop and refine pricing models.Project Development and Launch: Spearheaded the development and launch of new programs, from conceptualization to execution. This included setting objectives, timelines, and resource requirements.Image Review Programs: Launched the first image review programs, which likely involved overseeing the development of systems and processes to review and manage visual content.Application Development: Supervised the creation of GIRS (Global Image Review System) and HRMS (Human Resource Management System) applications, ensuring they met organizational needs and were implemented successfully.Team Management: Managed hiring and team building for finance, operations, and IT departments. This involved recruiting, onboarding, and developing talent to build strong, cohesive teams.Vendor Relationships: Built and maintained relationships with vendors, ensuring high-quality services and favorable terms. Negotiated contracts and managed vendor performance.Client Engagement: Participated in client meetings, providing insights and updates on project progress. Assisted in implementation and testing phases, ensuring client satisfaction and project success. Show less

      • Director of Techonology and Development

        Jun 2016 - Jan 2019

      • Director of Operations

        Jan 2015 - Dec 2016

    • Grocerbox

      Jan 2020 - Jan 2024
      CEO and Founder

      As the CEO and Founder of Grocerbox, an on-demand grocery and community marketplace, I have been at the helm of creating a platform that revolutionizes the way people shop for groceries, food, and home essentials. My role encompasses a wide range of responsibilities, from strategic planning and business development to operational management and customer engagement.Key Responsibilities:Business Vision and Strategy: I envisioned and founded Grocerbox with the goal of providing a convenient and efficient way for customers to order groceries and essentials from local stores. I developed the business strategy, set long-term goals, and steered the company towards innovation and growth.Marketplace Development: I oversaw the development of the Grocerbox platform, ensuring it offers a seamless and user-friendly experience for both customers and local store partners. This involved working closely with tech teams to build and refine the app and website.Partnership and Vendor Management: I established and nurtured partnerships with local stores, enabling them to reach more customers through our platform. I managed vendor relationships, negotiated contracts, and ensured a diverse and high-quality selection of products for our customers.Customer Engagement: I focused on building and maintaining strong customer relationships. This included overseeing customer service, gathering feedback, and implementing improvements to enhance the customer experience.Operational Leadership: I led the operational aspects of Grocerbox, including logistics, delivery management, and inventory control. I ensured efficient order fulfillment and delivery, minimizing wait times and maximizing customer satisfaction. Show less

    • Global Agility Solutions

      Mar 2021 - now

      Operational Oversight: Manage multiple accounts and business lines, ensuring operational excellence and client satisfaction.Team Leadership: Guide supervisors and team leads, setting performance goals and fostering collaboration.New Vertical Launch: Key role in launching new verticals globally, handling fit-out, recruitment, and team building within 30 days.SOP Development: Create and implement SOPs for process standardization and efficiency.Support Team Building: Establish a dedicated support team for seamless service delivery.Strategic Planning: Develop strategies to meet SLAs and enhance performance.Workforce Management: Collaborate with the workforce team to determine staffing needs.Client Collaboration: Directly engage with clients on implementation and operations, ensuring alignment with their requirements. Show less

      • Call Center Operations Manager

        Sept 2021 - now

      • Machine Learning Consultant

        Mar 2021 - Sept 2021

  • Licenses & Certifications