Rio Krishel Gonzales
https://riogonzales.jobs180.com
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PERSONAL INFORMATION
| Position | Process Improvement and Knowledge Based Manager |
| Objective | As a specialist in Business Operations, my expertise lies in assisting Digital Global Entrepreneurs in scaling their businesses. With a focus on operational efficiency and strategic planning, I help entrepreneurs navigate the complexities of scaling in the digital landscape. From optimizing processes and streamlining workflows to implementing growth strategies, I bring a wealth of knowledge and experience to support entrepreneurs in achieving their business goals on a global scale. |
WORK EXPERIENCE
| 2021 Jul to Present |
Cxstomer LLC
Position: Process Improvement and Knowledge Based Manager ( Senior Manager / Manager ) Specialization: Customer Service (Technical) Industry: Outsourcing (Call Center / BPO) - Project management, process documentation and improvement, and knowledge-base management - Instructional designer - Data collection and organization - Reporting - End-to-end recruitment - Employee engagement management |
| 2020 Aug to 2022 Feb |
TopData Global IT Solutions
Position: Team Manager ( Supervisor / Senior Associate (5 yrs and up experience) ) Specialization: BPO/Call Center Industry: Outsourcing (Call Center / BPO) - Supervise 10-15 customer service and technical support experts - Coach and perform RCA to help improve/manage KPIs - Conduct huddle sessions and refreshers when necessary - Identify and address areas of improvement on team members, team process and site-wide processes. - Monitor the team’s productivity - Assist and provide real-time support to team members - Collect data and post team scores/performance regularly |
| 2019 Jan to 2020 Jul |
TopData Global IT Solutions
Position: Technical Support Representative ( Junior Associate (1-4 yrs experience) ) Specialization: BPO/Call Center Industry: Outsourcing (Call Center / BPO) - Assist customers via live chat, email and remote. - Assist customer’s needs from Presale, General Customer Concerns, Setup, Installation, Troubleshooting, Billing and Subscription Management. - Escalate relevant concerns to engineers or billing team - Identify and share to the management the areas of improvement in the process and product - Manage KPIs (CSAT, Productivity, Quality, AHT, Attendance) - Empathize with the customers, pacify their anger/frustration, de-escalate if needed. |
| 2018 Feb to 2018 Aug |
Sutherland Global Services
Position: Supervisor and Content editor ( Supervisor / Senior Associate (5 yrs and up experience) ) Specialization: Journalist/Editor Industry: Outsourcing (Call Center / BPO) - Write and edit “About us" descriptions published on a wedding marketplace website’s storefront. - Manage teams with 10-15 writers/members - Attend calibration sessions with co’editors and client - Evaluate writers’ quality of work and coach to address opportunities. - Extract and generate daily, weekly and monthly reports site-wide - Create the account’s weekly newsletter - Post daily reminders/tips/best practices to improve productivity and quality of work - Work alongside the training and recruitment team to create updated modules, filter internal and external applications, conduct refreshers and prepare newly hired editors for client certification |
| 2017 Sep to 2018 Jan |
Sutherland Global Services
Position: Technical Support Tier 1 ( Fresh Grad / Entry Level ) Specialization: Customer Service (Technical) Industry: Outsourcing (Call Center / BPO) Assist customers via phone and email in setting up and/or troubleshooting an antivirus software |
| 2017 Jun to 2017 Aug |
Sutherland Global Services
Position: Recruiter ( Fresh Grad / Entry Level ) Specialization: Human Resources Industry: Human Resources Management / Consulting - Conduct initial assessments and language interviews, - Facilitate new hire orientations - Profile potential candidates to the accounts that best fit them - Endorse applicants to service delivery interviews - Coordinate with applicants about their interviews, requirements, orientation date, start date and training date. - Calibrate with the training team in scoring language assessments - Facilitate mock chat/phone call sessions - Coach and provide a brief feedback potential candidates |
| 2017 Apr to 2017 May |
Sutherland Global Services
Position: Customer Service Representative ( Fresh Grad / Entry Level ) Specialization: Customer Service Industry: Outsourcing (Call Center / BPO) Assist customers with their floral orders and deliveries (Seasonal Account) |
| 2016 Jun to 2016 Nov |
PlayHaus Technology and Game Development Corporation
Position: 3D Modeller/Video Editor/Graphic Designer ( Trainee ) Specialization: Arts/Creative/Graphics Design Industry: Arts / Design All-around artist that tries to enhance skills through practice and proficiency |
WORK OPTIONS
| Willing to work night shifts? | Yes |
| Willing to relocate? | Yes |
| Willing to work overseas? | Yes |
| Looking for OJT Position? | No |
EDUCATION
| 2017 Apr |
Holy Angel University (HAU)
Computer Science/Information Technology Bachelor's/College Degree |
CERTIFICATIONS
| Date | Certificate |
|---|---|
| 2022 | C2 Proficient English Level - EF SET Certificate |
| 2020 | Lean Six Sigma Yellow Belt Certification - by AskLex PH Academy |
| 2020 | Business Leadership - Becoming Management Material |
SEMINARS ATTENDED
| Date Attended | Seminar |
|---|---|
| 2023 | Online Marketing and Branding |
| 2020 | Lean Six Sigma Green Belt Training |
| 2020 | English Grammar and Writing Skills |
| 2020 | Coaching and Mentoring Fundamentals |
| 2017 | Resume Tutor and Impressing at Interviews Seminar, Holy Angel University |
| 2016 | Animahenasyon, SM Aura, Taguig |
| 2016 | Wedding Photography Workshop, Artists in Motion |
| 2016 | Animation Panel Discussion by Jess Espanola, Artists in Motion |
| 2016 | Story Writing Seminar by Director Paolo Herras, Artists in Motion |
| 2016 | Student Leaders Conference, Leadership Formation Project, Holy Angel University |
| 2016 | Film Making 101 by Robert La Rue, Museum of Philippine Social History |
| 2016 | Organizational Development Seminar, Leadership Formation Project, Holy Angel University |
| 2016 | Acting Workshop by Director Leo Martinez, Filtoon Comicon |
| 2016 | Animation Panel Discussion by Komiks Guild of the Philippines, Filtoon Comicon |
| 2016 | WACOM Photography Workshop by Mr. Jay Conteras, Filtoon Comicon |
| 2016 | Spiritual Development Seminar, Leadership Formation Project, Holy Angel University |
| 2016 | Leadership Training, Leadership Formation Project, Holy Angel University |
| 2015 | Creative Peer Talk, IGOARA Animation Organization, Holy Angel University |
| 2015 | Intermediate Vector Workshop, IGOARA Animation Organization, Holy Angel University |
| 2015 | Basic Vector Workshop, IGOARA Animation Organization, Holy Angel University |
| 2015 | 3D Blender Workshop, IGOARA Animation Organization, Holy Angel University |
SKILLS
PORTFOLIO