The document outlines Ferdinand Malapit's work experience and strengths. He has over 15 years of experience in customer service roles, including as a collection representative, service recovery specialist, fraud analyst, and payroll specialist. He is efficient, hard working, and sees difficult situations as opportunities.

1. STRENGTHS
• Ability to work under pressure
• Efficient and hard working
• An individual who sees difficult situations as an opportunity for growth and excellence
WORK EXPERIENCE
Employer: Manila International Airport Authority (LBPSC)
Position: Collection Representative
Inclusive Dates Employed: August 1999 – September 2006
Duties and Responsibilities:
• Gives information to passengers regarding airport procedures.
• Reconciliation with airline checklist manifest.
• Sorting and counting of boarding passes and terminal fee stubs per teller
• Disposing of terminal fee stubs per flight.
• Concourse inspection assistance.
• Preparation of Commission on Audit Accountability monthly report.
Employer: APAC Customer Services Inc.
Position: Service Recovery Specialist
Inclusive Dates Employed: November 2006 – October2012
Duties and Responsibilities:
• Subject Matter Expert.
• Handled high level escalations.
• Process Improvement Specialist.
FERDINAND CHRISTIAN L. MALAPIT
#044 Sandiville Subdivision Sucat Rd. Parañaque City
Mobile # 0927 – 3462491
ferdinandmalapit@yahoo.com

2. • Resolved outstanding customer issues by doing outbound calls to providers who scored
negatively on customer satisfaction surveys.
• Created a project that helped gauge and enhance Team Leads product knowledge (Skill Check).
• Prepared weekly and monthly reports for customer satisfaction surveys and provides
detailed analysis of each report.
• Participated in client calibration calls.
• Reviewed and Monitored calls based on Internal Quality Monitoring Guidelines.
• Provided in-depth coaching to associates who received negative surveys.
• Provided support to New Hires who were on Academy Bay.
• Provided support to bottom performers who were on Care Bay program.
• Worked closely with operations both Local and Stateside.
Employer: Open Access Marketing
Position: Fraud Analyst
Inclusive Dates Employed: October 2012 – July 2013
• Filter reviews posted by travelers/visitors on a travel website.
• Validate reviews using online tools such as FB, Google, LinkedIn.
• Reject reviews if found fraudulent based on investigation.
Employer: ADP Phil. Inc.
Position: PAYROLL SPECIALIST
Inclusive Dates Employed: September 30, 2013 – Present
• Collaborate with other internal departments to ensure service objectives are met.
• Skilled Specialists responsible in reviewing and resolving Tier 2 cases dispatched to
Specialty Queues( Benefit Accrual, Re-run, Special Calculations, General Ledger
Interface, Management Reports, WGPS, General Payroll and Tax and Banking
questions)
• Provide exceptional support to Tier 1 associates (chat and floor support)
• Assist in manning/resolving cases dispatched in the LT50 Inbound queue. Prioritize
"aged" and "hot" cases.
• Participate in Tier 2 Trainings for career progression

3. • Assist SSS/ Level 1 Team leaders for research (Escalated Calls/Endorsed cases)
• Identifying Payroll processing trends and issues and recommending solutions. May
work with boosters/special projects for improvement and process development.
• Researching and resolving more complex issues regarding client Payroll forms and
documents and related transactions
• Initiating and maintaining open communications/coordination with SSS and Team
Leader in dealing with Tier 2 escalated cases.
• Effectively executes inbound and outbound client communications with quality in
accordance with standard ADP call strategies and regional expectations. Performs
routine research and executes corrective action on client issues and questions
concerning product or ADP services.
o May assist in receiving Tier 1 Inbound Calls for specified times and dates but
would spend a majority of time in providing verbal customer service by taking
Tier 2 calls and case work.
• Adheres to ADP policies and procedures in an effort to minimize financial risk to ADP.
Assumes ownership for inquiries made by the client until such time the “issue” is
dispatched to another ADP service entity.
• Keeps up-to-date and proficient on payroll, tax and legal regulations and new product
enhancements and changes via in-house training, seminars, documentation, etc.;
participates in training programs designed to enhance service skills.
• Member of the PTO Support Team.
• Resolves complex time off issues.
WORKFORCE EXPERIENCE:
• Workforce apprentice – MAS PAYROLL.
Tasks:
*RTM – rigid real time monitoring of associates’ tasks, making sure they adhere to
their schedules and are within threshold of their activities (16 min. AHT, 2 min. ACW, 2
min. HOLD).
*Plotting of associates’ activities – approved activities are plotted in IEX/GENESYS for
adherence reporting purposes of our WFC.
*Preparation of staffing file – checking of associates’ shift time to make sure the
staffing report of WFC is accurate.
*Team queries – served as a POC for the team for workforce related concerns.
*Team POC – served as POC for new workforce tools/initiatives (BLACKLION and
CIMPLICITY launch)

4. Certificates:
Civil Service – Sub Professional
Academic Background
Tertiary: PATTS COLLEGE OF AERONAUTICS
Domestic Road, NAIA, Pasay City
Degree Earned: Aircraft Maintenance
Date Graduated: March 1998
PERSONAL DATA
Age: 39
Date of Birth: June 13, 1977
Sex: Male
Citizenship: Filipino
Religion: Roman Catholic
Height: 5’7
Weight: 140 lbs.
Character Reference
May Betty Carvajal
Team Manager – VEYANCE Technologies
0918-837-8196
Seth Arcilla
Team Manager – ADP Phil. Inc.
0917-532-9084