edward baturiano

With 9+ years of BPO industry experience, I specialize in customer support, customer service, recruitment, admin tasks, sales, and leadership. Recognized for exceptional communication, problem-solving, and top-notch service. Promoted to Lead, showcasing strong organizational and leadership skills. Committed to driving success through outstanding customer experiences, relationship building, and leading high-performing teams. Skilled in multitasking, collaboration, and recruitment expertise to onboard top talent. Track record of resolving complex inquiries, maintaining high satisfaction.

-Proficient in Microsoft Excel VBA, Microsoft Access, Microsoft SharePoint, Power Automate, G-suite Sheets
-Experienced using Bullhorn ATS, Amadeus GDS and FOCS CRM

2022 - 2023
Tech Mahindra - Back Office - Market Lead POC

-Overseen and managed daily back office escalations, tasks and client specific tasks from the assigned market, ensuring efficient workflow and adherence to established processes and procedures.

-Acted as the primary point of contact for the client, maintaining regular communication and building strong professional relationships

2021 - 2022
Tech Mahindra - Back Office agent

-Provided exceptional customer support by effectively managing and resolving escalated customer interactions via multiple channels, including calls, emails, and chat.

-Proactively handled and prioritized daily customer issue tickets, employing strong organizational skills to ensure efficient resolution and customer satisfaction.

2020 - 2021
Tech Mahindra - Customer Service Representative

-Provided exceptional customer service by addressing customer inquiries and resolving issues through inbound calls and emails.

-Created detailed cases for complex customer concerns or escalations, ensuring accurate and comprehensive information is documented.

Collaborated with the back office team, submitting cases for further investigation or resolution, and following up to ensure timely closure

2014 - 2019
Raso Solutions - Technical Recruiter

-Played a pivotal role in the recruitment of IT professionals, tasked in candidate sourcing, screenings, and facilitating first-round interviews to identify top-tier talent with specialized IT expertise.

-Assumed responsibility of actively participating in client meetings to identify and pursue job opportunities aligned with their specific needs

2013 - 2014
Aegis PeopleSupport - Tier II CSR

-Provided dedicated support to Gold members, addressing their inquiries, resolving issues, and delivering personalized assistance.

-Handled escalated calls from Tier 1 customer service representatives, demonstrating advanced knowledge and problem-solving skills to effectively resolve complex customer concerns.

2012 - 2013
Aegis PeopleSupport - CSR

-Provided exceptional customer service as a representative for an airline ticket, hotel reservation, car rental, and activity booking company, assisting customers with inquiries, bookings, and resolving any issues they may encounter.

-Handled a high volume of customer interactions via phone, email, and chat, ensuring prompt and courteous responses to inquiries and requests for ticketing, hotel reservations, car rentals, and activity bookings

2011 - 2012
Live2Sell - Telesales Executive

-Conducted outbound cold calls to potential customers who might have interest in pursuing their education or furthering their academic qualifications

 

I attended Immaculate Heart of Mary Academy in Minglanilla, Cebu, where I completed my elementary education. Following that, I proceeded to graduate from high school at the same institution. Immaculate Heart of Mary Academy provided a solid foundation for my academic journey.

For my tertiary education, I enrolled at Britech College, where I pursued a Bachelor of Science degree in Information Technology. Although I am an undergraduate, I successfully completed three years of college coursework at Britech College. Throughout my time there, I gained valuable knowledge and skills in the field of Information Technology.

Overall, my educational background consists of graduating from Immaculate Heart of Mary Academy in elementary and high school, followed by attending Britech College for three years to pursue a Bachelor of Science degree in Information Technology.