1. Maurecio Blanco Untalan Jr.
160 T.DelaCruzAlley KM5 Buhangin, DavaoCityPhilippines
Mau_untalan@outlook.com
Mobile no:+63 939 939 952 2818
EDUCATION:
Collegiate:North ValleyCollege FoundationINC.
KidapawanCity, Bachelorof Science inNursing, March2011
Secondary:Kabacan National High School
Kabacan, North Cotabato, April 2007
Elementary:Kabacan Central Elementary School
Kabacan NorthnCotabato, March 2003
Job Experiences:
• Teleperformance Davao- CustomerExperience and ImprovementLead,4th floor SM Annex,
SM City Davao, Quimpo Boulevard Davao City. (January 2016 to Present)
 Oversee entireLOBwith9 supervisors and100+ FTE
 Responsible fordoingrootcause analysisandidentifiesprocess gapthenfind
solutions toimprove customerexperience.
 Workingclosely withthe clientstocoordinate productorprocess changes.
 Required toattendhighlevel meetingsuchasbusiness reviewstoshare
observation andsuggestion forimprovement.
 Reportsto a seniorcontactcentermanagerand has close workingrelationship
to helpimprove the site.
 Responsible toCoachand supervise4specialistundermyteam.
• Teleperfomance Davao- ContinuousDevelopmentLead,4th floorSMAnnex, SMCity Davao,
QuimpoBoulevard DavaoCity. (March2015 to January 2016)
 Handles 15-20 Supervisors.Iamresponsible fortheirEducational learningplan.
Conductsshadow coachingand provide directfeedback tothe supervisors and
monitorsimprovement.
 Up train supervisors andagentswithaccountspecificproductupdates. Also
responsible onsome educational learningplanforimprovement.
 Workingclosely withcustomerexperience andimprovementteam, doingroot
cause analysisandprovide recommendation foranyprocessgap identified.
 Roll outand oversee actionplanstothe operations.
 TP coachingTactics Champion
• SutherlandGlobal Services- Sr. Specialist-Training,BuildingB,LuisaComplex, JacintoExtension,
Davao City, Philippines 8000. ( July 2014 to March 2015)

2.  Responsible intraining25-30new hiresforaccount specificknowledgeandskills
throughscenariobasedlearningmethod.
 Coach new hiresduringnestingandoverseeimprovementonKPI’s priorto
endorsingtheminoperations.
 Creatingmodule andlearningplanforthe trainingteam.
• Alorica PacificRim- Product SpecificTrainer, AT&T Uverse.5th
floorSkyrise 1 AsiatownITPark
ApasLahug CebuCity. (June 06, 2013 to August2014))
 Responsible intraining25-30new hiresforaccount specificknowledgeandskills
throughscenariobasedlearningmethod.
 Coach new hiresduringnestingandoverseeimprovementonKPI’s priorto
endorsingtheminoperations.
 Master trainerforthe site, responsibleinobservingandcoaching4-5 trainerfor
the account. I am alsoresponsibleincertifyingupcomingtrainersforthe
program.
• SutherlandGlobal Services- SubjectMatter Expert, BuildingB,LuisaComplex, Jacinto
Extension, DavaoCity, Philippines 8000.( January 2012- May 2013 )
 Handles 10-15 agentsina team, reportingateammanager.
 Coach and provide directfeedback toagentsona daily basing/during
operations.
 Conductshuddle sessionwiththe agentsforanyprocessupdate.
• SutherlandGlobal Services- Consultant,BuildingB, LuisaComplex, JacintoExtension, Davao
City, Philippines 8000, (May 09, 2011 to December, 2011)
 Takingcallsfor NorthAmericancustomers, focusingontechnical
troubleshooting.
Trainings:
• Scenario Based LearningV. 5.0 Certified- SutherlandGlobal Services( November2014 )
• Master Trainer, AT&T Uverse, AloricaPacificRim( February 28, 2014 )
• LEAD Training, SutherlandGlobal Services, SutherlandAcademy of Excellence (February 2012)
• OperationsManager Coaching Tactics, SutherlandGlobal Services. (January 2013)
• Product SpecificTraining, At&tUverse SutherlandGlobal Services(May2011)
• Language Training/COL, SutherlandGlobal services(April 2011)
AWARDS AND RECOGNITIONS:
• Appointedas SubjectMatter Expert(clusterwise At&tUverse 90/30, January- November
2012)
• ICU Specialist( AT&T Uverse November2012 – May 2013 )
• Lead Certified, (Sutherland Global ServicesSAE, February 10 2012)
• Salutatorian, (At&tUverse Wave 90, nestingcompletion June 252011)
• Best In Process,(At&tUverse Wave 90, nestingcompletion June 252011)
• Educational Recognitions
• Academic Excellence Award,(Commencementexercise- March2011)
• LeadershipAward, (Commencementexercise- March2011)

3. • Graduating Batch President, (NorthValley College Foundation IncS.Y2010-2011)
• StudentSupreme GovernmentPresident, (NorthValley College Foundation IncS.Y
2008-2009)
• StudentSupreme GovernmentRepresentative, (NorthValleyCollege Foundation Inc
S.Y 2007-2008, 2009-2010, 2010-2011)
• Co-Founder,PeerFacilitatorsand PeerCouncilorsAssociation , (NorthValley College
Foundation Inc. 2007)
• PeerFacilitators and PeerCouncilorAssociation President,(NorthValley College
Foundation Inc. S.Y2009-2010)
SEMINARS ATTENDED/CONDUCTED:
• Keepingan eye on you a seminaron GenderIdentityConfusion, JCComplex Lanao, Kidapawan
City, (February 09, 2010)
• Kilala mo ba si Sisa? A seminaron Psychiatric Nursing,JC Complex Lanao, KidapawanCity,
(February 14, 2010)
• UnderstandingCOPAR,AJ HighTime Hotel and RestaurantKidapawan City, (February 19, 2011)
• Ouch it hurts! A seminar on Burn, Lady M Convention CenterKidapawanCity
(February 09, 2011)
• NewLife’sRoom, Let’s Talk about DR, Lady M Convention CenterKidapawanCity, (February 23,
2011)
• Health Insurance a vigilantchoice,JC Complex Lanao, Kidapawan City, (March2009)
• What’son your Mind?A closer Look on HIV, Lady M Convention CenterKidapawan City
(January 26, 2011)
PERSONAL PROFILE
PositionDesired:Manager
Civil Status:Single
Date of Birth:November04, 1991
Age:23 Years Old
Height:5’6”
Weight:60 kgs
Sex:Male
Religión:RománCatholic
Citizenship:Filipino
Language Spoken:Bisaya, Tagalog, English
CHARACTER REFERENCE
Arnold Ernest Jusayan
NPS Manager
Teleperformance Antipolo
09985653820

4. Judy Ann Vergara
Assistant Contact Centre Manager
Teleperformance Davao
09176348016
Samuel John M Salisipan
Expert Trainer
Sutherland Global Services
09179009375
Vinnie Fuentes
Director- Training
Sutherland Global Services
09175363287