Raynard Joseph Padua

Raynard Joseph Padua

WEB CONTENT - ONLINE MARKETING - TRAINING & DEVELOPMENT - CUSTOMER EXPERIENCE

Skills

Skills

Website Content Writing

With the current trend on online marketing, it has been necessary for me to learn the basic and advanced fields of article writing, particularly contents of a small to medium scale business website. This is to ensure an organisations presence on the World Wide Web. Acquiring this skill required me to learn the basics of keyword and key phrase infused pieces to be able to get my clients a reasonable spot in Search Engine Results. 

Contact Centre Proficiency

Contact Centre Proficiency includes knowledge of the Business Process Outsourcing and Contact Centre Industry. With several years of experience in such, skills learned and practiced covers the following fields:   Customer Service Technical Support Customer Needs Analysis Lead Generation Sales Agent Key Performance Indicators - Call Handling, Average Handling Time, Reliability, Communication Skills Training Facilitation and Instructions Delivery Training Needs Analysis and Implementation    

Infusionsoft Customer Relationship Management Software

Infusionsoft makes your sales and marketing simple. How? By bringing together everything you need into a single online system built exclusively for small businesses.   CRM to help you capture new leads, streamline the sales process and close more deals Email and Social Marketing to create targeted campaigns that engage and convert leads into customers E-Commerce to boost online sales by connecting your storefront to your contact records and marketing

Microsoft Office Applications

University education and subsequent employment experiences gave way into the utilisation and practice of the Microsoft Office applications including but not limited to Word, Excel, PowerPoint. At the point in my career, said applications were merely used for data entry, research, development of training materials and article writing.    

Work History

Work History
Mar 2012 - Present

Independent Online Marketing Services Provider

Content Hero
  • Core content writing, editing, and development geared towards driving traffic to clients' websites and generate quality leads
  • Blog posting, article submission, and content curation to provide insightful information to an online audience to generate traffic towards clients' business websites
  • Social Media account management and marketing - posting headlines and sharing links to social media to generate online traffic towards clients' website
  • Online reputation management - geared towards establishing and maintaining the integrity and the quality of services provided by the clients to their customers via Social Media interaction
Mar 2011 - Mar 2012

Customer Service Associate

Teletech Customer Care Management Incorporated
  • Takes customer calls in an inbound contact centre environment for broadband activations and billing enquiries
  • Responsible for relationship building and account management while   resolving customer queries in a professional manner
  • Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution
  • Responsible for achieving goals such as quality, average handling time and customer satisfaction
Feb 2009 - Aug 2009

Customer Service Skills Trainer for Inbound and Outbound Telephony

Sutherland Global Services
  • Implementation, development and modification of Customer Service Skills training program for Outbound and Inbound Customer Telephone Services
  • Preparation of training evaluation and comprehensive reports in relation to individual progress
  • Identification and analysis of training requirements
Feb 2008 - Aug 2009

Department Specifics Trainer

Sutherland Global Services
  • Implementation, development and modification of Customer Service Skills training program for Outbound and Inbound Customer Telephone Services
  • Implementation, development and modification of product/queue specifics training program ensuring the adequacy of training courses delivered to customer service associates
  • Preparation of training evaluation and comprehensive reports in relation to individual progress
  • Program development assistance through up-training and refresher courses for occurrences of new products and services
  • Identification and analysis of training requirements
Jul 2007 - Feb 2008

Customer Service Representative - Chat and Email Support Services

Sutherland Global Services
  • Ensuring the maintenance of solid customer relationship by giving value to their business and providing them resolution to email enquiries requiring extensive investigation
  • Ensuring the maintenance of solid customer relationship by effectively handling general support enquiries with adequate speed and professionalism through live chat
  • Data entry performance and usage of company internal software to investigate on customer concerns and take appropriate action in order to provide resolution
Jul 2006 - Jun 2007

Processing Executive and Investment Analyst – UK Customer Telephone Services

HSBC Electronic Data Processing Philippines Incorporated
  • Takes customer calls in an inbound contact centre environment
  • Responsible for relationship building and account management while  resolving customer queries in a professional manner
  • Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution
  • Responsible for achieving goals such as quality, average handling time and sales

Education

Education
Jun 2001 - Oct 2004

Bachelor Of Arts In Communication Arts

University of Perpetual Help - Laguna

Senior Undergraduate

Took studies that focused on the following courses:

  • Communication Theory
  • Mass Media
  • Writing for the media
Jun 1996 - Apr 1997

Bachelor Of Arts in Communication Research

University Of The Philippines

Completed first academic year of undergraduate studies that focused on General Education curriculum requirements in preparation for further fields of Mass Communication.