Ernesto Tugade Jr.
846 Schwerin St., Daly City,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Retail Clothing Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Focused on surpassing expectations and driving team success. Knowledgeable and dedicated customer service professional with extensive experience in Retail Clothing Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Well-qualified Brand Ambassador proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Overview
22
22
years of professional experience
Work History
Airport Screener
Covenant Aviation Security, TSA
10.2021 - Current
- Performed pat-down or handheld wand searches of passengers triggering machine alarms to determine items warranting further investigation.
- Utilized chemical swab systems and explosive detection machines to test baggage for explosive materials.
- Wrote reports of daily activities, property and equipment damage and unusual occurrences.
- Checked over travel documents and to verify validity of each ticket and matches to the travelling passenger.
Site Mgr. Service Spec. MS Ops Onsite
Ricoh USA - Gap Inc. Account
01.2015 - 03.2022
- Supervised contractor work processes and adherence to project schedule.
- Complied with safe operating practices and assessed operational procedures against best practices.
- Communicated daily with vendors to keep project fully operational.
- Coordinated site investigations, documented issues and escalated to executive teams as needed.
- Resolved issues between employees and customers using company policies.
- Maintained records and logs of work performed and materials and equipment used.
- Oversaw all daily office operations and equipment maintenance.
- Assumed responsibility for personnel deployed to work site.
- Provided general office administration, including correspondence, filing and spreadsheet development.
- Interviewed, hired and trained new workers.
- Scheduled vendor and service companies for various types of operations.
- Delegated assignments based on plans, project needs and knowledge of individual team members.
- Facilitated change management activities for department and staff of 6 individuals.
- Monitored, coached and supervised team of 6 employees in 2014.
Customer Service Associate
Novitex Enterprise Solutions Inc.-Gap Inc. Account
12.2013 - 01.2015
- Coordinated efficient product deliveries to meet customers' demands.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Recommended appropriate services to customers and helped overcome objections with persuasive communication style.
- Assisted customers in making informed purchase choices and selecting products.
- Attended to customer complaints and processed product return or replacement requests.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Customer Service Associate
Pitney Bowes Management Services -Gap Inc. Account
09.2001 - 12.2013
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Senior Building Security Officer
ATSSI - Cow Palace Account
06.2001 - 02.2013
- Secured personal and company goods against robbery, vandalism and illegal entry.
- Monitored employee activities, confirming compliance with security regulations.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Contacted law enforcement in case of unauthorized persons, documents and materials.
- Reported irregularities such as fire and safety hazards to maintenance.
- Checked and verified photo identification prior to granting facility access.
- Identified violators and escorted departing personnel to guard against theft of property.
- Participated in staff meetings, special events and professional development activities.
- Permitted entry with escort for approved persons into secure locations.
- Regulated vehicle and pedestrian traffic upon entry onto building grounds through electronic gates.
- Warned offenders about rule infractions and violations and verbally evicted violators from premises.
- Protected business integrity by ensuring all personnel requiring access to high-security areas go through correct levels of approval.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Checked identification of all persons entering and exiting facility to eliminate unauthorized visitors.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Reported suspicious activities and persons to law enforcement.
- Administered CPR and first aid to resuscitate individuals while waiting for emergency medical responders to arrive.
- Patrolled and monitored premises in company vehicle, on bicycle and by foot.
Education
Bachelor of Science - Small Business Entrepreneurship
Perpetual Help College of Rizal
Las Pinas City, Philippines03.1992
Skills
- Decision Making
- Candidate Searching
- Report Preparation
- Employee Relations
- Retention Program Development
- Policy Interpretation
- Multitasking and Prioritization
- Verbal and Written Communication
- Understanding Customer Needs
- Responding to Difficult Customers
- Creative Problem Solving
- Inventory Management
Timeline
Airport Screener
Covenant Aviation Security, TSA
10.2021 - Current
Site Mgr. Service Spec. MS Ops Onsite
Ricoh USA - Gap Inc. Account
01.2015 - 03.2022
Customer Service Associate
Novitex Enterprise Solutions Inc.-Gap Inc. Account
12.2013 - 01.2015
Customer Service Associate
Pitney Bowes Management Services -Gap Inc. Account
09.2001 - 12.2013
Senior Building Security Officer
ATSSI - Cow Palace Account
06.2001 - 02.2013
Bachelor of Science - Small Business Entrepreneurship
Perpetual Help College of Rizal
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