1. Ryan Carlo B. Dominguez
4 Mulawin St, Brgy. Pillar Village Almanza Uno, Las Piñas City 1750
unit 203 Apartment R’US no. 53 Pres. Aguinaldo St. Brgy Industrial Valley, Marikina City
09228677399 / 09176577399
rcbd27@gmail.com
Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Retail Operations Management
Customer Satisfaction Enhancement
Account Development
Sales & Margin Improvement
Prospecting/ Client Cultivation
Cost-Reduction Strategies
Order Fulfillment
Highlights of Experience
Account Manager, Silverwind Alloy Castings Inc.
July 2009 – present
 Sells consultatively and makes recommendations to prospects and clients
 Maintain contact with all clients to ensure high levels of client satisfaction. Receives and resolves
customer complaints and problems in a timely manner.
 Ensure clients’ demands to be satisfied
 Develop and maintain a well-coordinated internal relationship with key decision makers within the
organization.
 Accountable for accurate and timely preparation of orders
AllSec, Team Manager
December 2008 – July 2009
 Supervise agents’ over-all performance in meeting pre-defined client metrics.
 Monitors calls of agents and rate them according to quality guidelines
 Creates action plans for individual team members and team action plans as well to ensure targets
are met.
 Handles supervisory calls and helps the customer be more satisfied with the service of the
company.
 Continuously coach agents not just on their performance but also with their professionalism and
prepare potential agents the next level of their position.
 Goal set agents with the metrics and standards of the company and the program
Senior Team Manager, NCO Group/RMH Tele-services
February 2007 – February 2009
 Manages performance on all programs to meet and exceed all client and company expectations.
Ensure Key Performance Indicators (KPI's) are achieved.
 Manages information flow between Client Services, Account Management, Operations, Quality
Assurance, Training, Payroll, etc. to ensure all client and company goals are attained.
 Oversees hiring process to ensure all positions are staffed to assigned levels per campaign to
ensure productivity. Analyze staffing levels of CSR's to meet the fluctuations in call demands and
campaigns. Roll out schedule changes and new hire classes as needed.
 Co-facilitates employee satisfaction throughout the center through incentives and floor-wide
activities. Includes holding focus groups to gauge employee satisfaction.

2.  Participates in, and support, the Quality Management (QM) Program in identifying and acting on
opportunities that improve the quality, safety and value of the service we provide to our clients
and our employees.
Team Leader/ Line Trainer, Sitel Philippines
November 2005 – February 2007
 Supervise agents’ over-all performance in meeting pre-defined client metrics.
 Ensures that all the performance metrics are being met by the agent.
 Formulate and implement performance improvement plans for agents who are unable to meet
performance standards.
 Conduct timely team meetings and huddles to make sure that the right information is being
cascaded properly for the immediate implementation of the policies and other updates.
Team Leader, Sykes Asia
November 2003 – November 2005
 Supervise 15 – 16 agents and effectively manages the integration of the account’s directives,
policies, and procedures.
 Monitors queue activities to ensure achievement of Service Level Metrics.
 Conduct remote and desk-side call monitoring with each agent according to customer-specific
certification/re-certification policies.
 Assist in staff development towards agents’ understanding of evaluation criteria and ensure
adherence to processes and quality-operations standards.
 Prepare reports and other data presentations that reflect my team’s performance compared to
established goals.
Assistant Team Leader, Vision X Inc.
April 2003 – November 2003
 Support a group of agents and receive escalated issues
 Prepare documents, production sheets and other reports as required
 Ensure compliance to quality standards by call monitoring and coaching sessions
 Maintain discipline, and foster a positive working environment
Education and Training
University of Perpetual Help - Rizal, Philippines Graduation Date: Mar 2002
BA Computer Management
TESDA Philippines Graduation Date: Dec 2002
Food preparation and basic culinary course
Other Training and certifications:
 4x4 workshop and installation process for the phil. Off road market (2015)
 Marketing seminar for automotive after market spare parts (2013)
 Defined Contributions, Defined benefit and health/welfare domain training (2009)
 Health Insurance Portability and Accountability Act training (HIPPA) (2009)
 Senior Managers Role and Attributes (2008)
 FDCPA training and Gramm-Leach-Bliley Act (2007)
 Customer and Consumer Management (2006)