Summary
Overview
Work History
Education
Skills
Interests
Timeline
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.
Generic

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

undefined

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.

Jagannath AgawinCustomer Service / Tech Support / Service Specialist