Ari Joshua Buaya Email & Phone Number

Florida, United States

• Managed the RMA (Return Merchandise Authorization) process, including creating, monitoring, requesting, and tracking RMAs for products that needed to be returned and replaced.• Admin Tasks: Prepared monthly and quarterly reports for our CEO, detailing the most common items RMA'd, causes for RMAs, and other relevant RMA data, including deep dive analysis, reports for cost, losses, and suggestions for preventative measures on failed products. • Maintained quality standards by auditing the emails and calls of various teams, including our sales representatives, sales support, technical support, project managers, and accounting team according to the standards that I’ve set.• Maintained and updated our product inventory in Orlando, Florida, and the production facility in Guangzhou, China.• Maintained correspondence with our partner factories in China and Korea for product remakes, warranty claims, customer special projects, and bulk orders.• Project Management: I would take over and lead the project management for replacement custom orders, ensuring accuracy and preventing remakes, as well as rectifying the mistakes made by the initial Project Manager. • Sales Support Auxiliary: I would handle regular sales on different territories to assist the sales support team during peak periods.• Complaint Handling: Manage and document all customer complaints, providing a comprehensive monthly report directly to the CEO.• Inside Sales: I would assist the sales team in converting warm leads into sales through email campaigns and phone outreach. I am proficient in using CRM tools, which allowed me to be effective in nurturing my leads.• Customer Relationship Management: I am the first point of contact for all product and staff-related issues, handling resolutions through effective communication via calls and emails, and drafting a post-handling study with the General Manager to prevent the same issues from recurring.

Philippines

• Hired as the QA for LossExpress, a client which prioritizes the data accuracy of agents during the acquisition of relevant insurance claim information given by our partner lienholders.• Since this is a pioneering account, I solely made the QA Scorecard for all three LOBs, along with the entire QA parameters for this account, including our front-office and back-office divisions which our client now directly uses for all their partners.• I personally made the Process Document for the entire LossExpress account.• Created our internal tracker using MS Forms and MS Sharepoint, and later helped develop an improved web version with our Indian Full-stack Dev Team.• Analyzed and tested different procedures to find the most efficient and streamlined way for us to QA our agents using Scorebuddy, Beyond QA, and our client's internal QA system (Metabase and Airtable).• I lead a team of 9 QAs under my wing, 5 of which are for the front office, 3 for the back office, and 1 Indian QA for our other LOB.• Mentored and coached team members on QA topics and strategies, as well as delegated tasks to the QAs under my wing.• I would conduct QA talks with newly hired agents on both our sites in Cebu and India.• I would regularly host calibration sessions every week with our Team Leads and QAs from both our sites in Cebu and India.• I am in charge of making a portion of our weekly business report.• Promoted to Account QA POC, which entails looking over the work of the other QAs working under the account, LossExpress.

Philippines

• After the 3DQA LOB got dissolved due to the pandemic, I was cross-trained for our EU outreach program. My primary goal was to audit MS Excel workbooks made by our agents, and QA the Emails and Calls sent out by our agents.• Promoted to internal Quality Assurance Analyst for 3DQA upon my regularization.• Primary role: to audit the 3D images that passed/failed under our queue, and to check and verify the comments for improvement left by our agents on rejected 3D images.• Tasked with sending out end-of-day/week/month reports, as well as making the monthly business report.• Would hold weekly meetings directly with the client for key updates and weekly calibration sessions.• Developed reports and materials related to quality goals, progress, and challenges, along with developing solutions to RCA (root cause analysis) results.

Cebu, Central Visayas, Philippines

• Worked as a Technical-CSR for Comcast, providing technical support and troubleshooting assistance to customers via Phone and Chat. • Diagnosed and resolved issues related to cable TV, internet, and phone services, including connectivity, signal strength, and software issues. • Helped customers set up and install cable modems, routers, and other equipment.• Educated customers on the features and benefits of Comcast services and products.• Managed customer accounts and ensured accurate billing and service information and left highly detailed notes as well. • Escalated complex or unresolved issues to our senior support staff, or our on-call service technicians. • Continually stayed up to date with the latest technology and industry trends to provide the best support to our customers. • Demonstrated strong communication and problem-solving skills to effectively resolve customer issues and ensure customer satisfaction.• Identified customer needs and recommend appropriate products and services as part of our required soft-sales pitch for every call.• Reason for leaving: Had to leave for Manila to process my Officer’s License

Cebu, Central Visayas, Philippines

As an apprentice mate onboard a modern merchant vessel, my duties, and responsibilities include working closely with senior officers to maintain the safety and efficiency of the vessel. I assist with the navigation of the ship, ensuring that we follow safe and efficient routes while monitoring weather conditions and the ship's position. I stand watch, ensuring that the vessel is secure and monitoring any changes in conditions that may affect its operation. I also help with routine maintenance and inspections of the ship's equipment and systems, including the deck, cargo, and engines. My role is essential in ensuring the smooth operation of the ship and the safety of the crew and cargo onboard.

Bachelor Of Science - Bs, Marine Transportation

Bachelor Of Science - Bs, Accountancy

High School Diploma