Giemar E.

Pogoy
Purok 2, Brgy. Gabi, Cordova, Cebu
Contact #: 0915-257-2503
Email Address: giemarpogoy@gmail.com

Objectives:
I am looking for a suitable job opportunity where I could apply all the knowledge I acquired and develop
my personality and grow as a career person while continuing to develop my skills. I would also want to
bring out and exploit the best of my potential for the benefit of my employer and for myself.

Personal Information:
Nickname: Gim
Gender: male
Age: 27
Date of birth: March 1, 1995
Place of Birth: Lapu – lapu City
Civil Status: Single
Citizenship: Filipino
Religion: Roman Catholic
Dialects: Filipino, English and Bisaya
Mother’s name: Mary Beth E. Pogoy
Occupation: Branch Operations Manager
Father’s name: Angie C. Pogoy
Occupation: Sales Agent

Qualifications:
● Dedicated and hard-working individual
● Has good interpersonal skills
● Has good communication skills
● Very open to new learnings/insights
● Flexible
● Task-oriented
● Results-oriented
● Highly trainable
● Knowledge and experience in customer service

On – the – Job Training (OJT) experiences

● Guidance counselor intern at St. Alphonsus Catholic School (Grade School Department) (June
16, 2014 – July 19, 2014).
● Guidance counselor intern at Cordova National High School (September 8, 2014 – October 10,
2014)
● Talent Acquisition Department intern at The Results Companies (November 10, 2014 – January
30, 2015)
Work Experiences:
⮚ Q.A. (P.O.C) at Cognizant (April 4, 2021 – Present)
● Listen to agents’ calls and evaluate calls
● Grade agents’ call using a QA evals form
● Provide agents’ their QA evaluation scores
● Process QA dispute scores upon request
● Disseminate QA scores to agents
● Create a weekly QA report
● Provide coaching sessions to agents
● Create written examinations related to applications for promotion
● Create Incident reports for anything tagged as habitual inappropriate call handling
behaviors
● Generate a DSAT Analysis Report
● Provide QA talks to new hires/trainees
● Providing support to new agents

⮚ Senior Process Executive at Cognizant (March 15, 2021 – April 1, 2022)

● Answer customers’ inquiries via phone call
● Check the status of customer’s orders
● provide real-time order status
● Refer customers to the order’s chosen store for pick-up
● Provide store location details, if requested
● Cancel orders, as per customers’ request
● Check part/product availability on our website
● Answer promo-related inquiries
● Submit complaints on behalf of the customers
● Send emails to warehouses for any requests related to order reshipping, modifications,
replacement requests and other order-related escalations
● File a UPS claims on customer’s behalf for anything related to missing and/or damaged
items
● Assists customers with returning a part/item back to us
● Follow-up on refund requests for damaged, returns and lost items
● Process approved manual refunds
● Properly route calls to the correct support team if the caller’s concern is out of scope
● Respond to customer’s emails (Emails P.O.C.)
● Work on shadowing sessions for newly hired agents, upon request

⮚ Technical Support Representative II - Chat at Teletech (September 25, 2020 – January 9,

2021)
● Verify client information via chat
● Check the status of client's order/appointment via order number
● Provide the client with the status of his/her order and/or appointment
● Reschedules orders and appointments if needed
● Provide client with the prices for the products and services of choice
● Place an order or appointment on behalf of the client
● Inform client about the available schedules for a specific order and appointment
● Process order modifications (e.g., change in delivery address, reschedule, order
cancellation, etc.)
● Process refunds following an order cancellation
 ● Process compensation via gift card for defective items
● Properly send an escalation request if customer's issue needs further investigation
● Ensures that customer's is transferred to the correct department or provided with the
correct contact number to call if the concern is out of scope

⮚ Customer Service Professional at Manulife Data Services, Inc. (November 4, 2019 – June
18, 2020)
● Check the policy number to determine the type if insurance/policy
● Transfer to the correct department if the policy is outside the Individual Insurance
department.
● Ask authentication questions if within individual Insurance scope
● Provide policy’s general coverage details (e.g., product name, coverage type, coverage
amount, product perks, etc.)
● Provide more policy specific information (Insured’s name, Coverage amount, Coverage
Expiry, etc.)
● Provide real-time policy values (e.g., cash value, max loan, max withdrawal, interest rate,
etc.)
● If the information being requested requires research, the client will be provided with the
needed information through a follow-up callback, email, or mail once the information is
ready
● Assists in making changes on personal information over the phone (e.g., address, banking
information).
● Handles payment suspension and resumption requests over the phone
● If requested changes cannot be made over the phone as documentation is needed, then the
necessary blank Manulife -template forms are sent to the customer (via email, fax, or
mail).
● Send out of scope requests (e.g., refunds, withdrawals, payment tracing) to our dedicated
back-office team for processing
● Send duplicate copies of Policy Summary and Policy Statement through mail upon
client’s request.
● Informing clients about the turnaround time for their request’s completion
● Creates initial death claim report
● Checks status of an existing request (upon request)

⮚ Customer Service Representative at Teleperformance (April 10, 2018 – September 26, 2019)
● Answer Netflix-related inquiries
● Providing solutions based on Netflix Policies
● Answer Netflix-related inquiries by providing the correct information about Netflix's
Knowledge Base
● Provide real-time troubleshooting steps to customers
● Update customer's account information (if applicable)
● Provide other payment suggestions to customers (if applicable)
● Externally refer customers to their financial institutions to have their payment methods
checked (if necessary)
● Externally refer customers to their Device manufacturers for product-specific
troubleshooting steps (if necessary)
● Externally refer customers to their Internet service providers for connection-specific
troubleshooting steps (if necessary)
● Timely check for Netflix-related news and updates
 ● Escalate to Tier 3 Technical Research Team for customer concerns beyond scope.
● Make sure that the customers receive Netflix's Help Center Link that is related to their
concern/s before disconnecting or referring customers externally
● Properly tag call/chat before disconnecting
● Properly close the call/chat before disconnecting

⮚ Recruitment Associate – Sourcing at Conduent Learning Services (formerly Xerox) (April 4,

2017 – October 13, 2017)
● Applicant leads generation and distribution
● Also serves as Promodizer/headhunter POC
● Checks the Headhunters’ Daily Time Record
● Sends weekly performance reports to our 3rd Party Vendor that is handling the
Headhunters
● Call and text applicants for their scheduled exam and interview
● Do Online job postings (Mynimo, Jobstreet, Facebook, Indeed)
● Serves as the POC for Employee Referral Program (ERP)
● Maintain an ERP Timeline to properly track the next payout of ERP rewards to anyone
eligible
● Sends emails to the Operations Managers of each account seeking approval for the ERP
payouts
● Answer questions/queries related to the Employee Referral Program (ERP)
● Makes other sourcing-related reports upon request

⮚ Recruitment Associate – Testing Admin at Conduent Learning Services (formerly Xerox)

(November 19, 2015 – April 3, 2017. Got reassigned as Sourcing Associate from April 4,
2017 to October 13,2017, then once again reassigned as Testing Admin from October 16,
2017 to December 16, 2017)
● Assist in preliminary testing of applicants
● Encode applicant information
● Attend to applicants who need assistance during testing
● Ensures proper source tagging for each applicant
● Interpret and encode scores
● Gives necessary feedback regarding the applicants’ scores
● Conducts additional assessment/s if instructed
● Proper endorsement of applicants for further screening
● Create Mid-day, End-of-day, and weekly reports
● Make real-time updates on exam scores
● Supervise OJT’s/interns if necessary

⮚ HR Assistant at Transorient Manpower Services, Inc. (September 7, 2015 – November 15,

2015)
● Disseminate information about our job opportunities through Online job portals (e.g.
Trovit Jobs), Social Media (e.g. Facebook), and through distribution of flyers
● Schedule applicants for an exam and interview
● Administer an exam to the applicants
● Conduct an initial and final interview to the applicants
● Endorse qualified applicants to client hotels and establishments
● Inform the qualified applicants about the schedule of their further evaluation that will be
conducted by the clients that they are endorsed to
● accompany the manager whenever there's an appointment/meeting with a possible client
● follow-up applicants who sent their application but didn't came for an exam and interview
 ● consult our client's respective coordinators for vacancies that needs to be filled

⮚ Customer Service Representative at Convergys Philippines Services Corporation (April 13,

2015 – August 17, 2015)
Tasks:
● Gather the customer’s basic information (e.g., Name and phone number)
● Check for the customer’s subscription using his/her User ID/email address
● Verify the information gathered from the customer by spelling out the customer’s first
name, last name, phone number, and user ID/email address
● Document the customer’s information and concern on one of the Microsoft products (if
applicable)
● Provide the customer his/her Service Request Number (if applicable) before transferring
the customer to his/her further support
● Set a proper customer’s expectation about the next queue that he/she will be transferred;
inform the customer about the number of calls ahead and the possible wait time
● Checks emails for new updates applied to the tools that we use and to the products that
our customers use

Skills:
● Knowledgeable with Microsoft Office applications such as:
-Microsoft Office Word
-Microsoft Excel
● Computer literate
● Can type at a speed of 40 – 55 words per minute
● Fluent with the English language; verbal and written
● Attention to details
● Admin skills

Educational background
Tertiary Education
University of San Carlos – Talamban Campus
Nasipit, Talamban, Cebu City
Bachelor of Science in Psychology
2011 – 2015

Secondary Education St. Alphonsus catholic School Inc.

Lapu – lapu City, Cebu
2007 – 2011

Primary Education Gabi Elementary School

Brgy. Gabi, Cordova, Cebu
2001 – 2002

Cordova Central School

Poblacion, Cordova, Cebu
2002 – 2005
St. Alphonsus Catholic School Inc.
Lapu – lapu City, Cebu
2005 – 2007
Character References
● Krizia Angie-Lou Vasquez
Team Manager/Leader
Manulife Data Services
Manulife Building, Two World Center,
Mactan Newtown, Mactan Circumferential Road,
Lapu-Lapu City
09491983829

● Adam Jake Velez

Customer Service Professional
Manulife Data Services
Manulife Building, Two World Center,
Mactan Newtown, Mactan Circumferential Road,
Lapu-Lapu City
09260047540

● Miguel Angelo Espinosa

Virtual Assistant
VA Platinum
ACC Tower, Bohol St.,
Cebu Business Park, Cebu City
09065579391

● Katrina Faye Fuentes

Trainer
Teleperformance
3rd
floor, Insular Life Bldg.,
Cebu Business Park, Cebu City
09950216438

● Lyle Ibale
Team Manager/Leader
FIS Global Solutions
6thflr., Tower One,
Filinvest Cyberzone
IT park Park, Cebu City
09173189785

I hereby certify that the information stated are true and correct to the best of my knowledge and belief

_________________
(Applicant’s signature)