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Qualifications Summary


Alliance program and customer care professional experienced working in a fast-paced environment demanding strong organizational, interpersonal, communication and technical skills.  Expert on managing day to day planning, operation and problem solving of team of agents to meet customer standards.  Keen to details, discreet, fast learner, able to multi task, proactive and can work with a team effectively and with less supervision.  Other specialties and skills include:

  • Customer Service, Marketing and Business Development
  • Lead and Opportunity Management
  • SalesForce, Oracle, Echo Sign, Cisco 
  • Rebate Processing
  • Six Sigma Approach
  • People Management (Coaching, Team Leadership Trainings, Business Acumen etc)
  • Word, Excel, PPT, Visio
  • Basic Adobe Photoshop
  • Creates Marketing Collaterals (flyers, banners, landing page etc.) 
  • IELTS Bandwidth Score - 7.5 

Seminars and Trainings Attended

  1. Global Channel Development Summit (California, August 2010)
  2. Alliance Program Training (California, August 2010)
  3. CSR 2.0 Training (SunPower, 2010 and 2011)
  4. Six Sigma Yellow Belt Training (SunPower, April 2009)
  5. CAPA Lite Training (Laguna Technopark Hotel, January 2009)
  6. 8D Training (SunPower, 2010)
  7. Supervisory Training (Laguna Technopark Hotel, January 2009)
  8. Six Sigma Black Belt Training (Laguna Technopark Hotel, November 2009)
  9. Smarter Selling Training (Laguna Technopark , October 2009)
  10. Team Leadership and Development Training (SunPower, 2009)
  11. Business Acumen (SunPower, 2009)

Work experience

Sprint Specialist

  1. Answer phones and respond to customer requests.  
  2. Sell product and place customer orders in computer system.
  3. Provide customers with product and service information.
  4. Upsell products and services.
  5. Transfer customer calls to appropriate staff or department.
  6. Follow-up on customer inquires not immediately resolved.
  7. Complete call logs and reports.
  8. Research billing issues.
  9. Research misapplied payments.
  10. Recognize, document and alert the supervisor of trends in customer calls.
Jul 2010Present

Alliance Program Team Leader

SunPower Corporation
  1. Alliance program landing page creation
  2. CMS uploads, copy, logo, rebate form, quote, etc
  3. Ongoing page updates offers, rebate forms, rebate promotions, referral program via CMS, etc.
  4. Keep CSR- SME team (and PSRs) up to date on promotions, dealer exclusivity, and all processes.
  5. Maintain all process documentation.
  6. Rebate processing, financing, lead distribution, call handling, partner and dealer specific agreements, etc
  7. Maintain alliance program "knowledge base" to ensure all rebate forms, web addresses and assigned / exclusive dealer assignments are up to date and accessible to CSR team.
  8. Answer dealer inquires and provide outgoing communications. Provide program info, rebate forms, and answer dealer questions;
  9. Maintain list of participating Alliance Dealers and partners.
  10. Create and design marketing collaterals (flyers, banners,posters).
  11. Responsible for dealer and partner contracts.
Aug 2009Present

Customer Care Team Leader

SunPower Corporation
  1. To manage the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards.
  2. To act as the communication conduit between Front liners and Management.
  3. Managing the floor, adherence to schedule
  4. People Management, including all HR related issues, as well as staff development including conducting appraisals, confirmations, promotions and terminations
  5. Training and development of staff. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.
  6. Communication and being a focal point of dissemination of information from management to team and vice versa.
  7. Compiling reports on team's performance and customer feedback.
Mar 2008Aug 2009

Customer Care Representative

SunPower Corporation
  1. Lead Management:
    1. Qualify leads/potential customers
    2. Follow-up/Monitor/Track all leads and drive to Opportunity conversion
  2. Opportunity Management:
    1. Convert Leads to Opportunities and refer to Dealers
    2. Direct Scheduling
    3. Manage Abandoned Opportunities
    4. Follow-up/Monitor/Track all Opportunities with Dealers and drive to Closed Sales
  3. Inbound and Outbound Calls
  4. Email Response
  5. Processing of Dealer Applicants (first level)
  6. Answer General Inquiries
  7. Log all Customer-related information/activities on CRM


Jun 2009Present

Diploma on Research and Development Management

University of the Philippines Open University
  • Formulate and implement R&D strategies and programs;
  • Apply new perspectives on R&D, technology development, evaluation, promotion and commercialization;
  • Conceptualize and implement a commercialization and technology utilization schemes; and
  • Apply newly acquired skills in managing human and organizational relations in R&D systems.