Carlo Masong

Experienced local government staff with 9 years of hands-on service in barangay administration, DRRM planning, and office coordination. Good Background in clerical work, documentation, community engagement, and basic technical troubleshooting.

Civil Service

Professional eligible with a Bachelor's degree in Information Systems.

Adviser 1, Customer Service at Concentrix CVG Philippines, Inc. (2025-10 – Present)

Customer service adviser ensuring contractual KPIs are met, managing customer inquiries, and maintaining client satisfaction.

• Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Barangay Secretary at Barangay Paknaan, Mandaue City (2022-09 – 2023-03)

Custodian of barangay records and administrative documentation.

• Custodian of all Sangguniang Barangay and Barangay Assembly records
• Prepared minutes of meetings and documented session proceedings
• Drafts correspondence and certifications
• Prepares and submits mandatory reports to government agencies

Barangay Disaster Risk Reduction and Management Officer – Research and Planning at Barangay Paknaan, Mandaue City (2021-06 – 2025-06)

DRRM coordinator responsible for hazard mapping, risk assessment, and disaster planning activities.

• Coordinate DRRM activities
• Consolidated barangay hazard maps and local risk data
• Drafted and contributed to the annual investment plans for DRRM
• Participated in various DRRM-related trainings and seminars

Barangay Office Staff Head at Barangay Paknaan, Mandaue City (2018-01 – 2020-03)

Led frontline services and supervised barangay operations including processing documents and managing staff.

• Led frontline services and supervised day-to-day barangay operations
• Processed clearances, certificates, and permits for residents
• Assisted in implementing local programs, projects, and community activities
• Trained and managed staff to ensure efficient public service delivery
• Coordinated reporting between barangay and city government offices
• Performed basic computer troubleshooting and document generation tasks

Barangay Office Aide at Barangay Paknaan, Mandaue City (2015-03 – 2017-12)

Clerical and administrative support for barangay office operations.

• Issued community documents such as permits and certifications
• Created PowerPoint presentations and reports
• Handled clerical and logistical tasks for events and assemblies

Assistant Technical Support (OJT) at NG KHAI Development Corp. (2013-07 – 2013-09)

On-the-job training in technical support and hardware/software troubleshooting.

• Troubleshoot hardware/software issues
• Verified product specifications for delivery
• Supported product testing and replacement processing
• Assisted in on-site deployment

Internet Café Attendant at Ruffnets Internet Café (2008-03 – 2009-09)

Technical support and customer service for internet café operations.

• Assisted customers with PC use and technical issues
• Managed encoding, printing, and downloading services
• Maintained inventory and accurate time logs

Bachelor of Science in Information Systems – University of Cebu – Banilad Campus (2014-04)

Bachelor of Science in Aircraft Maintenance – Indiana Aerospace University (2006)

High School Diploma – Saint Louis School of Mandaue (2006-03)

Elementary Diploma – Maguikay Elementary School (2002-03)