Overview
Work History
Education
Skills
Training
Timeline
Generic

Kenn Calilung

Antioch,USA

Overview

19
19
years of professional experience

Work History

Participant Services Associate

Spectrum Pension Consultant Inc.
06.2025 - Current
  • Responsibilities: Participant services help individuals understand their benefits, manage their accounts, and make informed decisions about their retirement savings.
  • Education and communication: Providing clear and concise information about retirement plan features, including eligibility, contribution options, investment choices, and distribution rules.
  • Account management and support: Participant website and app: Providing a user-friendly platform for participants to access their account balances, manage investments, and track their retirement savings.
  • Processing transactions: Handling account transfers, rollovers, and distributions efficiently and accurately.
  • Recordkeeping: Maintaining detailed records of participant account balances, contributions, and investment activity.
  • Customer support: Responding to telephone and written inquiries from participants, providing clear and timely information about plan provisions and assisting with account-related issues.
  • Compliance and reporting: Adhering to regulations: Ensuring that the administration of retirement plans complies with relevant IRS rules, regulations, and ERISA guidelines.
  • Generating reports: Preparing government forms and reports, such as Form 5500, to fulfill regulatory requirements.

SET UP ASSOCIATE / REMODELING TEAM MEMBER

Walmart Supercenter
09.2024 - 05.2025
  • Associates assist in remodeling facilities by dismantling fixtures and displays, setting up product displays, performing and updating fixture signing.
  • Assist in remodeling facilities.
  • Working with offsite fixture warehouse associates and managers.
  • Operating Scorpion III (Gondola/Aisle counter skates mover)
  • Develops, communicates, implements processes and practices to meet business needs.
  • Partners with store operation associates.
  • Provides customer service.
  • Receives and stocks merchandise throughout the facility, organizes and maintains the backroom.

VIRTUAL SALES REPRESENTATIVE

Webhelp Malaysia SDN. BHD.
12.2022 - 10.2024
  • Assisting Consumer and Commercial customers with their online order inquiry.
  • Market HP products (PC, Laptops, Printers, Ink and Toners through online services.
  • We sell HP products to new and returning customers and provide any assistance upon purchasing it.
  • We probe on customer requirement and usage, Upsell/ Cross sell as needed

ACCOUNT MANAGER 3, INSIDE SALES

Dell Global Business Centre Sdn.
01.2020 - 10.2021
  • Works with customers/partners in complex business environments to devise new and innovative solutions to business challenges
  • Responsible for a high number of medium accounts, or a fewer number of large accounts
  • Some involvement in outside sales leads with Inside Sales support
  • If account/acquisition focused, individually responsible for:
  • Higher strategic value within assigned business
  • Advanced knowledge of industry and business
  • Viewed as a trusted business advisor to the customer/partner and uses in-depth knowledge of company technology, products, and services to help customers/partners formulate strategy and direction
  • Utilizes strategic probing to identify, evaluate, and recommend alternative business solutions
  • Analyzes multiple market factors to anticipate/identify customer/partner problems/needs and recommends appropriate solutions
  • Engages cross-functional resources, regardless of geographic location, to achieve the goal/ meet customer/partner needs
  • Develops and implement account plans that drive the attainment of critical business objectives

ENTERPRISE TECHNICAL SUPPORT ENGINEER 2

Dell Global Business Centre Sdn.
03.2017 - 01.2020
  • Providing Real-time Enterprise technical support via phone and email for Dell PowerEdge Servers, MD Storage, Dell Networking, EqualLogic, and Compellent storages.
  • Diagnoses, troubleshoot, and respond to customer technical problems/issues related to hardware, software, and networking via e-mail/chat, online, social media and phone.
  • Assists customers by diagnosing problems and providing resolutions for technical service or care issues, uses troubleshooting techniques and tools to identify products that are defective, and follows guidelines in issuing service calls/contacts
  • Escalation of issues to the Product Support team and / or Technical Support Manager to resolve the issue to the customer's complete satisfaction.
  • Analytical, articulate, result-oriented and provide excellent follow-up, Identifies, researches, and provides input on unique or recurring customer problems, advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
  • Maintain accurate call logging and tracking into Helpdesk database, possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment

HP - ASG / TECHNICAL MENTOR

Convergys Philippine Incorporated
08.2014 - 12.2015
  • Providing real time technical assistance to FLA
  • Upskilling agents with the latest technical updates regarding product support and policies
  • Handling real time escalation
  • Proactively providing options and direct solution to customer’s issues

Queue Moderator – WFM

Convergys Philippine Incorporated
02.2010 - 08.2014
  • Real time queue monitoring
  • Generating hourly/day end Productivity and Utilization reports.
  • Proactively triggering VTO and Extended hours if needed.
  • Real time Aspect update for break and lunch
  • Uploading segments in RTA and Aspect

Dell Technical Support Representative Level 3- Subject Matter Expert

Convergys Philippine Incorporated
01.2007 - 08.2012
  • Transition Queue Officer-In-Charge (TQ-OIC)
  • Assisting new hire agents and prepare them for operations
  • Track Daily performance (Attendance, iAHT, RDR and other metrics)
  • Class discussion daily.
  • Case Controller
  • Turning around customer experience.
  • Manages team ownership and metrics
  • Handling Escalations
  • Technical Support
  • Answered inbound calls in support of customer needs
  • Do Hardware and Software Troubleshooting
  • Provided effective and consistent technical support
  • Researched technical solutions
  • Conveyed in a reassuring manner step-by-step instruction to resolve application issues

Education

Bachelor of Business Administration - Business Management

International Academy of Management and Economics
01.2006

BS - Information Technology

Angeles University Foundation
Angeles City, Pampanga
03.2001

Skills

  • Excellent customer service skills
  • Excellent human relation skills due to effective interaction with others
  • Adapts easily to concepts and responsibilities, effective working, as a team member or alone
  • Able to work with minimum supervision
  • Excellent oral and written communication skills
  • Self-motivated, hard working
  • Strong organizational and analytical skills
  • Detail-oriented
  • Proven ability to reach goals
  • Communication Skills Training
  • Technical Skills Training
  • Sales Training (Symphony & Harmony internal tools)
  • Computer Maintenance and Troubleshooting
  • Wireless Internet
  • Dell Certified Systems Expert
  • Windows 7 and 8, Windows 1
  • Customer service
  • Time management
  • Attention to detail
  • Computer skills
  • Leadership qualities
  • Customer interaction
  • Workplace safety

Training

  • Introduction to PowerEdge Servers
  • MD Storage Training
  • Compellent Storage Training
  • Blade Server Training
  • M1000e Enclosure Training
  • Windows 2016 server
  • Networking 101 Training
  • EqualLogic Training

Timeline

Participant Services Associate

Spectrum Pension Consultant Inc.
06.2025 - Current

SET UP ASSOCIATE / REMODELING TEAM MEMBER

Walmart Supercenter
09.2024 - 05.2025

VIRTUAL SALES REPRESENTATIVE

Webhelp Malaysia SDN. BHD.
12.2022 - 10.2024

ACCOUNT MANAGER 3, INSIDE SALES

Dell Global Business Centre Sdn.
01.2020 - 10.2021

ENTERPRISE TECHNICAL SUPPORT ENGINEER 2

Dell Global Business Centre Sdn.
03.2017 - 01.2020

HP - ASG / TECHNICAL MENTOR

Convergys Philippine Incorporated
08.2014 - 12.2015

Queue Moderator – WFM

Convergys Philippine Incorporated
02.2010 - 08.2014

Dell Technical Support Representative Level 3- Subject Matter Expert

Convergys Philippine Incorporated
01.2007 - 08.2012

BS - Information Technology

Angeles University Foundation

Bachelor of Business Administration - Business Management

International Academy of Management and Economics

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Kenn Calilung