RYAN ASTILLERO

Katigbak Street, Poblacion Dinas Zamboanga Del Sur 7030

09153192216
ryan.astillero0412@gmail.com

I have a professional and positive phone manner, I can provide email support and phone support and I firmly
believe in fully comprehending customers' needs in order to achieve customer satisfaction. Throughout my years of
experience, I have developed excellent skills in turning negative situations into positive ones, showing empathy and
understanding, patience, calmness, and have great time management and a positive attitude.
I am more than willing to learn about products and services to help me provide the best possible support to
customers. I have received excellent performance evaluations from my managers and my contributions have been
formally recognized.

PROFESSIONAL EXPERIENCE

UpSoure –Digital Marketing and Sales

Account Specialist (close deals), Executive Assistant, Dedicated Virtual Assistant
(Freelancers)

 Set appointment September 2020- March 10 2021

 Booked for sales, closing deal
 Monitor CRM request on Hubspot for personas
 Doing administrative task for business
 Flow chart for swim lane and diagram for reporting

Optum Global Solutions September 2018–September 2020

Benefit Advocate/ Mentor

 Provided literacy about medical and behavioral insurance

 Policy research
 Research Medical claims
 Answers technical issues (appeals and grievances)

Author Solutions Philippines Incorporated March 2018 – September 2018

Publishing Consultants

 Reach out 100 to 130 prospective authors/ writers to publish their book
 Producing $1200 sell quota every end of the month with 15 successful registration to ALC program
 Develop new literary talent and provide authors with platforms to bring their books to readers everywhere
 Helping authors to provide services that make publishing easy
 Content evaluator/ marketing / advertising book to known online and physical stores

Sykes Asia, Inc

Customer Service Representative February 2017- March 2018

 Memorized entire line of company product & services, including price plan and special discounts
 Provided basic technical support for clients on a wide range of company products,
resolving issues at a 90% rate.
  Remained courteous and calm at all times, even during moments of intense customer displeasure.
 Awarded “ CSAT champ” and “CSAT generator” every month of recognition, included top agent since I
started with the account.

Convergy’sBanawa
Customer Care Specialist/Advocate June 2016- February2017

 Upgrading customer’s phone and services and selling new gadgets or latest devices
 Handle 60+ daily, with duties including signing up new customers, retrieving
customer data, presenting relevant product information, and cancelling services
 Received an average 83% customer satisfaction rating to date, 15% higher than
the company average
 Research complicated cases without prompting to provide more comprehensive service to customer
 Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in 5%
decrease of cancellations.

ADDITIONAL SKILLS

 Excellent communication skills with a focus on customer service

 Rapport building on the call
 Objection Handling
 Good time management skills

LANGUAGE

 Visayan – Mothe tongue

 Chavacano- Second language
 English- Frequently

EDUCATION
WESTERN MINDANAO STATE UNIVERSITY Zamboanga City, 7000
Bachelor of Science in Mass Communications 2012-2015
 Major in Broadcasting
 Advertising/ PR/ Management
 Dean’s Scholarship recipient
 Graduated with Honors

DINAS NATIONAL HIGH SCHOOL Municipality of Dinas,

Graduated 3rd Honorable mention Zamboang del Sur
 Best in Science and Best in MAPEH 2008-2011
 Editor-in-Chief of a school newspaper publication
 Awarded “feature writer, editorial and photo journalism” (NSPC, RSPC)
 Athlete of the year, performer of the year

DINAS CENTRAL ELEMENTARY SCHOOL Municipality of Dinas,

6TH Honorable mention Zamboangdel Sur
  Best in Science/ Makabayan/ MAPEH 2001-2007
 Literary Competence
 Campus Journalist
 Athlete of the year

INTERNSHIP

GBPI Brodcasting Company Zamboang city 7000

Dateline TeleRadyo Local News June 2016

 News writer (police beat)

 Vid editor and cameramen

DXPR 88.3 Peace Radio (Smooth Afternoon) Zamboang city 7000

Community Radio November 2016

 Production Staff
 Dj on a Smooth afternoon segment
 Technical team and researcher

REFFERENCE
Available upon request