My favorite hobby is Cooking, Delicious and Healthy to eat and sports I like Swimming.
My favorite hobby is Cooking, Delicious and Healthy to eat and sports I like Swimming.
Jagannath Agawin
Customer Service / Tech Support / Service Specialist
Makati City
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
18
18
years of professional experience
7
7
years of post-secondary education
Work History
Customer Experience Technical Support
Alorica
Makati City
09.2013 - 10.2022
Carried out day-to-day duties accurately and efficiently.
Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Offered friendly and efficient service to customers, handled challenging situations with ease.
Used coordination and planning skills to achieve results according to schedule.
Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
Collaborated with team members to achieve target results.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
Resolved problems, improved operations and provided exceptional service.
Maintained energy and enthusiasm in fast-paced environment.
Identified issues, analyzed information and provided solutions to problems.
Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Participated in team-building activities to enhance working relationships.
Adhered to social distancing protocols and wore mask or face shield.
Improved operations through consistent hard work and dedication.
Handled 40 calls per day to address customer inquiries and concerns
Customer Service Specialist
Inspiro
Makati City
10.2013 - 09.2018
Used consultative techniques to understand customer needs and make strategic referrals to business partners.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Maintained and managed customer files and databases.
Resolved concerns with products or services to help with retention and drive sales.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Complied with company policies and procedures by encouraging positive and effective work environment among employees.
Reinforced established quality control standards and followed procedures for optimal customer interactions.
Recorded product or service failure complaints and notified appropriate departments.
Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Increased efficiency and team productivity by promoting operational best practices.
Took payment information and other pertinent information such as addresses and phone numbers to place orders.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Collected and analyzed customer information to prepare product or service reports.
Recommended products to customers, thoroughly explaining details.
Answered product and service questions, suggesting other offerings to attract potential customers.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Updated account information to maintain customer records.
Offered advice and assistance to customers, paying attention to special needs or wants.
Processed customer adjustments to maintain financial accounts.
Recommended products to customers, thoroughly explaining details
Customer Service Resolution Specialist
STARTEK PHILIPPINES INC
Makati City
10.2011 - 10.2013
Recorded details of conversations, complaints and actions taken in CRM.
Identified and assessed customer's needs quickly and accurately.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Handled over 40 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
Technical Support Representative
CONCENTRIX CVG PHILIPPINES
Makati City, 00
07.2010 - 09.2010
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Explained security measures in simple terminology to help users understand malware and phishing threats.
Documented support interactions for future reference.
Managed high levels of call flow and responded to Email technical support needs.
Sales Representative
SUTHERLAND GLOBAL
Makati City
11.2009 - 06.2010
Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
Developed and delivered engaging sales presentations to convey product benefits.
Increased sales by offering advice on purchases and promoting additional products.
Implemented brand marketing and sales campaigns.
Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
Technical Support Representative
MAJOREL PHILIPPINES CORP
Quezon City
11.2008 - 05.2009
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Submitted service tickets for equipment maintenance requests.
Explained security measures in simple terminology to help users understand malware and phishing threats.
Assisted with updating technical support best practices for use by team.
Documented support interactions for future reference.
Customer Service Representative
TELEPHILIPPINES INCORPORATED
Pasay City, 00
11.2010 - 09.2011
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Recommended products to customers, thoroughly explaining details.
Collected and analyzed customer information to prepare product or service reports.
Updated account information to maintain customer records.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Answered product and service questions, suggesting other offerings to attract potential customers.
Responded to customer requests for products, services and company information.
Handled over 65 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Education
Bachelor of Science - Hotel And Restaurant Management
Jose Rizal University
Mandaluyong City
06.2005 - 04.2008
High School Diploma -
Francisco Villa Roman
Manila
06.2001 - 03.2005
Skills
Customer technical support
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Interests
Reading
Art
Painting
Timeline
Customer Service Specialist
Inspiro
10.2013 - 09.2018
Customer Experience Technical Support
Alorica
09.2013 - 10.2022
Customer Service Resolution Specialist
STARTEK PHILIPPINES INC
10.2011 - 10.2013
Customer Service Representative
TELEPHILIPPINES INCORPORATED
11.2010 - 09.2011
Technical Support Representative
CONCENTRIX CVG PHILIPPINES
07.2010 - 09.2010
Sales Representative
SUTHERLAND GLOBAL
11.2009 - 06.2010
Technical Support Representative
MAJOREL PHILIPPINES CORP
11.2008 - 05.2009
Bachelor of Science - Hotel And Restaurant Management
Jose Rizal University
06.2005 - 04.2008
High School Diploma -
Francisco Villa Roman
06.2001 - 03.2005
My favorite hobby is Cooking, Delicious and Healthy to eat and sports I like Swimming.
My favorite to eat, pasta, pizza, bread, Coconuts, and Vegetables. Like Swimming is Healthy.
My favorite hobby is Cooking, Delicious and Healthy to eat and sports I like Swimming.
My favorite to eat, pasta, pizza, bread, Coconuts, and Vegetables. Like Swimming is Healthy.