PAUL JOHN TECECHIAN
Dasmarinas City,Philippines
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
Work History
Senior Premier Support Advocate
Thumbtack Shared Services Philippines, Inc.
04.2022 - Current
- Participate in at least 55 inbound and outbound calls per day with our users to determine the best solution to get the jobs done.
- Actively listen to customer concerns and have the ability to probe and provide recommendations when necessary
- Troubleshoot and resolve customer inquiries with effective problem-solving and de-escalation skills while building a relationship with the caller
- Proactively follow up with customers via SMS and/or email.
Team POC (Airbnb Account)
TDCX Philippines
09.2020 - 10.2021
- Serve as the main communication link between the team and other teams, or departments.
- Manage and disseminate information relevant to the team's activities.
- Act as a point of contact for addressing issues or concerns within the team. The Team POC may work to resolve conflicts, answer questions, or escalate issues to higher levels of management if necessary.
Subject Matter Expert (Airbnb Account)
TDCX Philippines
03.2020 - 09.2020
- Provide in-depth technical knowledge to assist customer service representatives in resolving complex issues related to products or services.
- Possess extensive knowledge about the products or services offered by the company, including features, specifications, and troubleshooting procedures.
- Handle escalated customer issues that require specialized knowledge, ensuring timely and effective resolution.
Team Lead Intern (Airbnb Account)
TDCX Philippines
07.2019 - 03.2020
- Assist the team lead or supervisor in providing support to customer service representatives (CSRs) by answering questions, addressing concerns, and offering guidance.
- Assist in tracking and analyzing team performance metrics, such as call handling time, customer satisfaction scores, and resolution rates.
- Support CSRs in handling escalated customer issues or challenging situations, providing guidance on effective resolution strategies.
- Help maintain accurate documentation of processes, guidelines, and best practices, ensuring that the team has access to the latest information.
Subject Matter Expert (Airbnb Account)
TDCX Philippines
01.2019 - 06.2019
- Provide in-depth technical knowledge to assist customer service representatives in resolving complex issues related to products or services.
- Possess extensive knowledge about the products or services offered by the company, including features, specifications, and troubleshooting procedures.
- Handle escalated customer issues that require specialized knowledge, ensuring timely and effective resolution.
Case Manager (Airbnb Account)
TDCX Philippines
10.2016 - 01.2019
- Resolving disputes between hosts and guests, addressing issues related to bookings, payments, or property-related concerns.
- Interacting with customers via email, chat, or phone to address their questions, concerns, or issues.
- Investigating and resolving complex customer problems or complaints, ensuring a positive customer experience.
- Managing customer accounts, including handling account-specific issues, verifying user information, and ensuring account security.
- Ensuring that customer interactions and resolutions align with Airbnb's policies and guidelines.
- Handling escalated cases that require additional attention or expertise, ensuring timely and effective resolution.
- Maintaining detailed records of customer interactions, escalations, and resolutions.
Project Coordinator
GAMS Construction and Supply
02.2015 - 07.2016
- Assist in coordinating resources, including labor, equipment, and materials, to ensure they are available as needed for the project.
- Assist in obtaining necessary permits and approvals for the construction project.
Customer Service Representative
Paragon International Customer Care Ltd.
12.2013 - 11.2014
- Address casino patrons' inquiries about gaming options, rules, promotions, and other general information.
- Provide guidance on how to play specific games, explain rules, and assist with any issues or questions related to the gaming experience.
- Inform customers about ongoing promotions, bonuses, and loyalty programs, providing details on how they can participate.
- Assist customers with financial transactions, such as deposits, and withdrawals, and address payment-related concerns.
Senior Customer Service Representative
Integrim BPO Solutions Incorporated
08.2012 - 05.2013
- Provide in-depth technical knowledge to assist customer service representatives in resolving complex issues related to products or services.
- Possess extensive knowledge about the products or services offered by the company, including features, specifications, and troubleshooting procedures.
- Handle escalated customer issues that require specialized knowledge, ensuring timely and effective resolution.
Project Evaluation Officer III
Provincial Capitol Lanao del Sur (Manila Office)
01.2008 - 01.2012
- Provide general administrative support to the office, including tasks such as data entry, filing, and document management.
- Respond to emails, draft correspondence, and handle routine communication on behalf of the office.
- Maintain organized and up-to-date records, files, and databases.
- Monitor and manage office supplies, placing orders as needed, and keeping inventory.
Telephone Qualifier
Rich Dynamics, Inc.
01.2005 - 11.2005
- Initiate outbound calls to a list of potential leads provided by the company.
- Engage in meaningful conversations to understand the needs, preferences, and pain points of the leads.
- Address objections and concerns raised by leads, providing accurate information to alleviate doubts.
Food Server
Teriyaki Boy
01.2002 - 06.2002
- Welcome guests as they arrive, assist with seating, and provide menus.
- Enhanced customer satisfaction by providing efficient and friendly food service.
- Handled difficult customer situations professionally, resolving issues promptly and ensuring repeat business.
Store Marketing Team Assistant
Jollibee Foods Corporation
01.2001 - 06.2001
- Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
- Meet with clients to discuss their event requirements, preferences, and vision.
- Collaborate with clients to create a theme and concept that suits the occasion.
- Assist clients in setting a budget for the event and provide options that align with their financial considerations.
Education
Skills
- Strong written and verbal communication skills
- Ability to manage multiple tasks, appointments, and deadlines efficiently is essential for handling property-related documents, schedules, and updates
- Prioritize tasks and manage time effectively to ensure that property-related matters are addressed promptly and efficiently
- Excellent customer service skills to handle inquiries, address concerns, and provide assistance to property owners and tenants
- Proficiency in using property management software, virtual collaboration tools, and other technology relevant to the role
- Manage various tasks simultaneously, including responding to emails, coordinating maintenance requests
educational attainment
Our Lord's Grace Montessori School and Colleges,
Commonwealth Avenue, Diliman, Quezon City,
Bachelor of Arts major in Economics,
03/2002,
Notre Dame of Greater Manila,
12th ave., Grace Park, Caloocan City,
03/1997
La Consolacion College of Caloocan,
A Mabini St., Caloocan City,
03/1993
References
References available upon request.
Timeline
Senior Premier Support Advocate
Thumbtack Shared Services Philippines, Inc.
04.2022 - Current
Team POC (Airbnb Account)
TDCX Philippines
09.2020 - 10.2021
Subject Matter Expert (Airbnb Account)
TDCX Philippines
03.2020 - 09.2020
Team Lead Intern (Airbnb Account)
TDCX Philippines
07.2019 - 03.2020
Subject Matter Expert (Airbnb Account)
TDCX Philippines
01.2019 - 06.2019
Case Manager (Airbnb Account)
TDCX Philippines
10.2016 - 01.2019
Project Coordinator
GAMS Construction and Supply
02.2015 - 07.2016
Customer Service Representative
Paragon International Customer Care Ltd.
12.2013 - 11.2014
Senior Customer Service Representative
Integrim BPO Solutions Incorporated
08.2012 - 05.2013
Project Evaluation Officer III
Provincial Capitol Lanao del Sur (Manila Office)
01.2008 - 01.2012
Telephone Qualifier
Rich Dynamics, Inc.
01.2005 - 11.2005
Food Server
Teriyaki Boy
01.2002 - 06.2002
Store Marketing Team Assistant
Jollibee Foods Corporation
01.2001 - 06.2001
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