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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
Remote Technical Support
Customer experience
Financial customer support
Interests
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.