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EZTRA ARNOLD B.

CASTILLO

Contact Information: Address: 20 Lipay, Villasis, Pangasinan Mobile: +639434588618 Email address: sleepyleaf@gmail.com Employment History: Operations Supervisor, Mar. 2010 February 2013 Teleperformance Phils. Inc., Santana Grove, Dr. A. Santos Ave., Paranaque City Toshiba U.S.A. Visual Products (TV, laptop, etc.) - Responsible for the management of over 20 technical support agents. - Responsibilities involved individual coaching; call quality assurance monitoring; creating reports that are submitted daily, weekly, and monthly or as requested by immediate manager on agents, account, and site; troubleshooting assistance; taking escalation calls; call queue management; floor walk; and additional tasks as needed. - Awarded as the top supervisor for 2012 Technical Support Representative, Level 1 and Level 2, May 2009 Mar. 2010 Teleperformance Phils. Inc., Santana Grove, Dr. A. Santos Ave., Paranaque City Toshiba U.S.A. Laptop Support - Primary task includes hardware diagnosis and software related troubleshooting; remote access assistance when needed; and escalation calls from Level 1 Tier Support - Additional assigned tasks include receiving inbound customer service calls; outbound follow up calls; floor walk; technical assistance for new team members; and other tasks as assigned by immediate supervisor and account management - Consistent top performing agent prior to promotion as Level 2 technician Technical Support Representative, Oct. 2007 Mar 2009 Sitel Phils., PEZA, Loakan, Baguio City AT&T DSL Bell South - Detailed job description involves Internet based software and basic computer hardware troubleshooting on a residential setting for a DSL service of a U.S. based communication company - Consistent top performing agent Medical Billing & Collection Services (MBCS) PHIL. Inc., Aug. 2005 - Sept. 2007 2nd floor, Rural Bank of Malasiqui Bldg., Villasis, Pangasinan - Multiple tasks as assigned: Medical Billing, Quality Assurance, Training, Hiring and Recruitment, Training Program Development Other notable work experience: Concessionaire Supervisor, Sept. 2004 June 2005 Diamond Star Agro Products Canteen, FTI Complex, Taguig City - Responsibilities include managing staff and crew; supervising food preparation and serving; entertaining guests; maintaining cleanliness as well as orderliness; and financial accounting as well as budgeting. Production Supervisor, May 2000 Sept. 2004 Winning Print, Pureza, Sta. Mesa, Manila - Responsibility includes quality assurance supervision over finished printed T-shirts to maintain high quality output for clients such as popular brands Jag Philippines. Quality Control Supervisor, 1996 - 2000 Dowell Packaging Inc. Corp., Libis, Quezon City

Responsibility includes quality assurance and control of packaged products by monitoring manpower and equipment following client specifications and company standards.

Special Skills: Driving Res. 123; basic computer repair; software and hardware troubleshooting; Microsoft Office software; and Internet-based applications. Job Trainings / Seminars Attended: Ospital ng Muntinlupa, Oct. 2004 Philippine National Red Cross (Pasay), Jan. 2005 Professional Caregiver Course (Feb. 2005) - Center for Health Care Profession (CHP) Educational Background: Manuel L. Quezon University, 1995-2000 Bachelor of Science in Commerce, Major in Management Personal Information: Birthday: September 22, 1976 Birth place: Sta. Cruz, Manila, Ph Height: 57 Weight: 145 lbs. Nationality: Filipino Languages Spoken and Written: English, Filipino Character Reference: Jay Bacsa, Manager, Teleperformance Phils. Inc. Hernani Pepi, Manager, Sitel Phils., Baguio City Romeo Joson, Manager, Dowell Packaging Corp., Libis, Q.C. Additional contact information available upon request. I hereby certify that the above mentioned information are true and correct to the best of my knowledge and capabilities. Signed, EZTRA ARNOLD B. CASTILLO