RALPH RAYMOND YAP

Message

Intro

Davao City, Philippines

Studied Practical Nursing at Philippine College of Technology

Marketing & Advertising

Joined July 31, 2024

Skills

Languages

English

Fluent

About

I have 14 years of experience in Customer Service, Operations Management, Client Relations Management, Sales Management, Project Management, Marketing, and Data Processing. I have handled up to 200 headcount and helped my team with Staffing and Scheduling, Performance Management, Reports and Analytics, and HR and administrative matters. I am utilizing my expertise in effective communication and task delegation to ensure my team is on top of everything. I am confident in my strong root cause analysis and problem solving abilities. I am a team player and collaborator in both office and virtual workspaces. I have rich experience in various settings and excels in all areas of client and customer support. I am proven to be successful in project management and service delivery, meeting dynamic deadlines, as well as adapting to the ever changing processes, tools and technology, and client demands. My previous roles also allowed me to manage and maintain social media footprint and engagements, digital interactions, and leverage tools and platforms to optimize workflows and output.

Experience

Private Client

Dec 2023 – Jun 2024

Dallas, Texas (Remote)

Email/Calendar Manager

- Responds appropriately to emails from different clients - Organizes emails and calendar schedules - Appointment and meeting reminders - Marketing and advertising email campaigns

MEDAID

Jun 2021 – Nov 2023

Denver, Colorado (Remote)

VIRTUAL MEDICAL ASSISTANT

- Appointment scheduling and reminders - Prescription refill and medicine delivery - Insurance filing and paperwork - Medical records management

DYNATECH DIGITAL SOLUTIONS

Apr 2019 – Jun 2021

Houston, Texas (Remote)

Product Lister (Data Entry)

- Receive, review, and encode new products in Excel - Upload products in E‑bay and Craigslist - Catalogue and sort products by type and category - Research and add product specifications, caption, and pictures

PRIMECARE

Nov 2017 – Apr 2019

Los Angeles, California (Remote)

DATA ENTRY SPECIALIST

- Review and input raw data from PDF, CSV, and TXT formats into the companyʼs CRM - Ensures accurate data entry of patient information, physician details, lab results, etc. - Follow defined processes for data handling and quality assurance - Creating daily/weekly report for the client

STAR VACATIONS

Mar 2017 – Oct 2017

Miami, Florida (Remote)

COLD CALLER/APPOINTMENT SETTER

- Outbound cold calling for Timeshare sales - Pitch to prospects and set up an appointment - Lead management and CRM data entry - Achieved 92% close rate and 85% repeat customers

VXI GLOBAL HOLDINGS B.V.

Dec 2012 – Feb 2017

Davao City, Philippines (Onsite)

Operations Manager

- Managed several teams with a total headcount of 200 - Spearheaded all sales activities and maintained a monthly 20% growth - Generated reports and did regular Business Reviews with the client - Handled project and process launches and succeeded with 100% adoption

VXI GLOBAL HOLDINGS B.V.

Sep 2010 – Dec 2012

Davao City, Philippines (Onsite)

Team Leader

- Supervised a team of 20 phone agents serving APAC and EMEA customers - Provided regular coaching and maintained 100% KPI pass rate month‑on‑month - Maintained team engagement in a hybrid team with onsite and remote agents - In charge of escalations and tickets and improved the overall SLA by 30%

SUTHERLAND GLOBAL SERVICES

Jan 2010 – Aug 2010

Davao City, Philippines

Chat Support Specialist

- AT&T Chat Support for Billing, Sales, and Technical concerns - Minimum of 65 WPM typing speed at 100% accuracy - Unlocked 5 chat concurrent sessions - Maintained 95% QA Score with zero callouts

SUTHERLAND GLOBAL SERVICES

Dec 2008 – Jan 2010

Davao City, Philippines (Onsite)

Technical Support Specialist

- Inbound technical support for AT&T U‑verse TV, internet, and phone - Utilize tools and technology to resolve issues - Maintained 100% KPI pass rate month‑on‑month - Top Agent for 6 consecutive months and 2 succeeding quarters

Education

Philippine College of Technology

Jun 2006 – Apr 2008

Associate Degree, Practical Nursing