1. Raymond R. Quimque
079 M.L. Quezon St. Cabancalan, Mandaue City, Cebu, Philippines
Mobile: 0925 722 1168
Email Address: raymondquimque@yahoo.com.ph
SUMMARY:
• I have worked in the BPO Industry for almost 9 years with different Roles and Responsibilities,
and Accounts.
• In 2007, I was in a Technical Account. Mentor for Process and Technical Troubleshooting,
Compliance and Audit, Data Mining, Reporting and Data Analyst.
• In 2012 to Present, I’m in a Technical and Sales Account focus on Reporting and Analytics, Data
Mining, Analyzing Trends and Making Projections, Goal Setting, and recently on a Sales Project.
RELEVANT WORK EXPERIENCE:
Teletech Customer Care Management Philippines Cebu Site – April 9, 2012 to present.
Position: Reporting Specialist
Role: Reporting and Analytics
Work Description:
• Create and Maintain the following reports:
o Daily, Weekly, Quarterly, and Yearly Reports on all KPIs.
o Dashboard Summary for All Levels (Site to Agent Level).
o Weekly, Monthly, and Quarterly presentations for TeleTech and Verizon Business
Reviews.
o 30-60-90 Day Performance.
o Headcount/Master list for all employees.
• Automate, Manage and Organize Reports.
• Analyze Trend and Make Projections, and Goal Setting.
• Maintain a SharePoint site for Call Tracker and Others.
• Responsible for on boarding and ID Management for New Hires (Charter).
• Supported Verizon Account since April 2016.
o Supporting 2 LOBs (Service To Sales and FIOS – Tech Support) over 2,000 employees.
o Supporting 3 Sites (1 Cebu and 2 Manila Sites)
• Supported Charter Account on April 2012 to June 2015.
o Supported 4 LOBs (Billing, Retention, Cable and HSI) over 1,500 employees.
o Supported 8 Sites (5 Philippine and 3 US Sites).
ACHIEVEMENTS AND MILESTONES:
• 100% Reliable and Flexible.
• Track Record for meeting timelines and exceeding expectations.
• Significant Improvement in Excel Skills and Analytics (2016).

2. • Successful 1st
Month on Sales Pilot in providing enhanced reporting (July 2016).
Teletech Customer Care Management Philippines Cebu Site – October 21, 2007 to February 4, 2012.
Position: Desktop Support II
Role: Triage – Technical POC for HP Client, Compliance and Audit, Reporting and Analytics
Work Description:
• Perform Audits on Calls, Sales, and Complaints.
• Coach agents on opportunities specific to software, hardware troubleshooting and processes.
• Maintained a SharePoint for TeleTech and HP Updates, Call Tracker and Others.
• Technical Escalation POC between Teletech and HP for Technical Updates.
• Partner with HP on Technical Aspects on a weekly basis.
• Ensure team has tools, systems and support needed to perform their job.
• Data Mining, Reporting and Data Analyst.
ACHIEVEMENTS AND MILESTONES:
• 100% Reliable and Flexible.
• Instrumental in achieving higher resolution rate by updating technical documents & adding
additional resources.
• Created Weekly Technical & Process Check to ensure agent’s knowledge on existing and new
processes to drive resolution.
• HP Certified Technical Mentor Trained – Advanced Level (April to May 2010).
• GPM Trained (Global Performance Management for Team Leads) to focus on different coaching
styles and mentor effectiveness (Feb. 2011).
• GEM Trained (Grammar for Electronics Message) to ensure effective communication and proper
usage of grammar (June 2011).
SKILLS AND COMPETENCIES:
• Experienced in Software, Hardware Troubleshooting and Processes, and Networking.
• Experienced in Maintaining a SharePoint.
• Experienced in Analyzing Trends and Projections, and Goal Setting.
• Experienced in Microsoft Excel, PowerPoint and Word.
EDUCATIONAL:
Bachelor’s Degree – Information Technology 2003
University of Cebu – Banilad Campus
Cebu City
REFERENCES:
Available upon request.