Algernon Bulseco
London
Summary
Highly driven individual always striving for the best. Confident taking on new challenges due to disciplined work ethic, communication skills and emotional intelligence. Always asking questions in order to grow and address any shortcomings which results in building a strong relationship with colleagues that's grounded by mutual trust and respect.
Overview
18
18
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Customer Support Agent
Bits
London
2024.08 - 2024.12
- Provide support to customers via live chat and email
- Lead team on live chat queries
- Work with engineers to investigate technical issues
- Meet response targets set by management
Resource Planning Scheduler
Cazoo
London
2020.08 - 2024.05
- Building/amending rotas 2 months in advance for entire CS department (300 team members)
- Collaborate with HR to schedule training sessions for CS department
- Review, approve and deny all absence requests - annual leave, compassionate, sick, time off in lieu
- Monitor agent adherence to ensure targets are being met
- Hold bi-weekly meetings with team leaders and managers to discuss needs of each sub team within CS and flag any upcoming issue
- Assist HR in setting up new starters and processing leavers to WFM system
- Provide monthly shrinkage and payroll reports to senior managers and HR
Customer Support Advisor
Vend
London
2020.02 - 2020.08
- Provide support to retailers using Vend software via email, phone and live chat
- Investigate issues and provide explanations and solutions/workflows to retailers to avoid experiencing same issues again
- Assist retailers in creating/editing spreadsheets to assist with stock management
- Work with team of 6 other advisors to ensure departmental and personal KPI's were met
Customer Support Supervisor
RSVP Media Response
London
2018.11 - 2020.02
- Provide senior support to team of 30 customer support advisors working on TK Maxx account
- Assess agent calls and emails to provide feedback on areas for improvement
- Provide training to new starters via them shadowing myself as well as assigning advisors for them to pair with in buddy system
- Be go-to team member to deal with any CS cases that have been escalated
- Follow up with couriers in regards to missing or damaged packages
- Approve compensation requests - vouchers, gifts, refunds, replacements
- Send daily reports to head office (amount of packages missing/damaged, total value of said packages, calls received and handled, cases closed)
Sitemaster (Manager)
HintHunt
London
2015.06 - 2018.08
- Handle calls and emails regarding to bookings for escape room
- Lead morning meetings with team and assign their rooms to monitor, host and prepare throughout day
- Respond to all Tripadvisor reviews
- Create content for weekly HintHunt blog site
- Interview applicants to join team
- Coordinate with partner bar & restaurant next door when organising corporate bookings
- Send end of day handovers to senior manager
Office Administrator
Ebit
Sydney
2015.01 - 2015.05
- Order and maintain office supplies including groceries
- Book flights and accommodation for team members travelling for work
- Greet and welcome guests to office
- Ensure cleanliness and preparation of meeting and training rooms for any upcoming sessions
- Deal with sending and receiving of all postal items
- Assist with scanning, printing and shredding documents
Assistant Manager
EB Games
Sydney
2007.05 - 2011.07
- Assist in managing retail team of 10 sales assistants
- Set individual monthly KPI targets for team
- Interview applicants to join team
- Provide training to new starters via shadowing myself and offering feedback and tips related to selling and communication skills
- Stock management - accept deliveries, ensure items are accounted for and report discrepancies along with performing quarterly stock takes
- Put up marketing content provided by head office
- Attend conventions/conferences showcasing upcoming products
- All duties required of sales assistant i.e. Assist customers, upselling, ensuring cleanliness of store, preparing new stock to be added to store shelves
Education
Acting for Film/TV -
New York Conservatory For Dramatic Arts
New York 2011.08 - 2013.05
High School Diploma -
St Pius X College
Sydney 2000.01 - 2005.11
Skills
- Communication Skills
- Customer Service
- Teamwork
- Fast Learner
- Adaptability
- Ability to Multitask
- Ability to Work Under Pressure
- Microsoft Office
- Google Suite
- Telephone etiquette
- Customer service training
- Inbound and outbound calling
- Active listening
Affiliations
- Acting
- Film/TV
- Gaming
- Anime
- Martial Arts
- Magic
Certification
CIPD Level 3 Qualification
Languages
English
Native
Tagalog
Intermediate
Timeline
Customer Support Agent
Bits
2024.08 - 2024.12
Resource Planning Scheduler
Cazoo
2020.08 - 2024.05
Customer Support Advisor
Vend
2020.02 - 2020.08
Customer Support Supervisor
RSVP Media Response
2018.11 - 2020.02
Sitemaster (Manager)
HintHunt
2015.06 - 2018.08
Office Administrator
Ebit
2015.01 - 2015.05
Acting for Film/TV -
New York Conservatory For Dramatic Arts
2011.08 - 2013.05
Assistant Manager
EB Games
2007.05 - 2011.07
High School Diploma -
St Pius X College
2000.01 - 2005.11