Gabriel John Virata Email & Phone Number

•Sources resume of qualified candidates for specific job orders, using job boards, applicant tracking systems, company websites, etc.•Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews.•Sets up interviews between candidates and hiring managers.•Is involved in recruiting passive candidates, through phone calls, emails, and general relationship-building.•Makes recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions.

Philippines

• Provided second and last level support for escalate incidents and partner with the Incident Management team• Managed customer messaging within IVRs, web sites, and tool during incidents• Created reporting utilities, management reports, spreadsheet models and ad-hoc queries to support business analysis• Utilized key metrics and leading indicators to understand how we are performing for customers and identify priorities to improve operational performance to ensure "right for me" care.• Assisted in the creation and delivery of accurate, detailed, timely and user-friendly reports/dashboards for both managers and agents to ensure operational goals of the organization are met.• Driven innovative impact that leads to operational excellence…continuously assess, redesign processes to ensure that they are repeatable, sustainable and scalable.• Customer driven…Thinks customer-in vs. process-out with a relentless focus on delighting customers with strong bias for action and delivering results.

Philippines

• Handled 2 divisions of Test and Install Groups• Handled 4 Team Leads and a total of 70 Technicians performing Line Testing and Activation • Handled Training and Quality in accordance with client standards • Worked hand in hand with Onshore Managers from both Dallas, TX and Cary, North Carolina• Created schedules to ensure adequate and efficient staffing at all times • Reported staff hours to the Payroll department and respond to inquiries • Recruited, interviewed, hired, and trained Technical Support representative staff as required • Advised Manager on staffing needs and personnel issues • Assisted Manager with duties and tasks as required in a retail environment, and assume the role of Manager in his or her absence • Facilitated clear communication between Operations and Support staff • Scheduled Product Knowledge sessions with various Technical Representatives • Provided expert advice to customers in all areas of Operations • Proactively built and maintain customer, employee and client relationships • Motivated staff and maintain a positive work environment

Philippines

• Handled Quality Assurance for Windows 7 start-up launch program • Handled Quality coaching and provides feedback for 25 Customer Service Representatives• Ensured that the system or project remains useful and provides the intended services• Tracked processes and activities and attempt to preemptively identify issues

Philippines

• Managed the flow of day-to-day operations• Monitored team members' participation to ensure the training they providing is being put into use and also to see if any additional training is needed• Listened to team members' feedback• Communicated clear instructions to team members• Monitored, organized, and coaching members of the team on a daily basis. • Handled Facilitating cross functional communication within employees for improved working condition.• Handled escalated calls, complaints, questions, queries as necessary• Created reports to update the company on the team's progress• Distributed reports to the appropriate personnel

• Built rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training.• Used decision-support billing software programs to respond to common customer work/service order inquiries and requests.• Listened attentively to customer needs and concerns; demonstrate empathy• Prepared complete and accurate work and update customer file• Effectively transfered misdirected customer requests to an appropriate party• Contributed ideas on ways to resolve problems to better serve the customer and/or improve productivity• Provided Support both General Inquiry and Technical Issues

Philippines

• Worked directly with customers via telephone, and email to describe products and/or services in order to persuade potential and current customers to purchase new products and/or services• Educated customers on product offerings and services to improve their "on-line presence" and explains pricing and answers questions from customers building value in the customer relationship• Followed up with customer via telephone or email following initial sales contact• Identified customer issues and provides appropriate solutions via up sell of additional products and or services and obtains customer commitment and facilitates delivery of product• Continued product education to better service customer calls• Maintained accurate daily record of sales in sales tracker

Advanced Diploma, Major In Multimedia Design

Multimedia Design Major

Bachelor'S Degree, Industrial And Product Design

Activities and Societies: University of Santo Tomas Firing and Shooting Squad OfficerIndustrial Design Major

Academic And Technical High School Diploma, Automotive Engineering Technology, 2.5

Activities and Societies: Cadet Corp Platoon Leader; Auxilium, Knights of the Altar, AlumnusTechnical and Academic Major