Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Jagannath Agawin

Jagannath Agawin

Customer Service Excellences Agent Technical Support
Makati City
….. Man cannot live by bread alone, after all , is composed of intellect and soul …..
His Imperial Majesty Haile Selassie I

Summary

WWW https://bold.pro/my/jagannath-agawin/318 Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

  • To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
  • Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
  • Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

14
14
years of professional experience

Work History

Technical Support

AT&T U, Alorica
09.2019 - 10.2022
  • 2258 Chino Roces
  • 5 Flr
  • Alpha Land Southgate Tower, Makati City
  • Handled Inbound and Outbound calls to address customer inquiries and concerns
  • Act as first point of contact for customers who face technical issues with IT-related product (software and hardware)
  • Comply with standards for addressing client concerns
  • Provide remote technical services to customers swiftly and efficiently
  • Actively listen to customer needs and provide effective solutions
  • Identify upselling and cross-selling opportunities
  • Coordinate with appointment and schedule technician dispatch operations, and management) to provide customer insights, product recommendations, Strong technical understanding and teaching ability to ensure customers get help need
  • Customer support agents may recommend or forward callers to technical support to further help customer in question
  • Deliver exceptional and friendly self-service using up to date knowledge base recourses
  • Improved operations through consistent hard work and dedication
  • Handled 40 calls per day to address customer inquiries and concerns.

Dish Network Customer Care Account Specialist

Inspiro Relia, Inc
Makati City
10.2013 - 11.2018
  • Ayala Ave
  • In L.V
  • Locsin Building, Handled Inbound and Outbound calls to address Dish Network customer inquiries and concerns
  • Responsible for handling questions, comments and complaints regarding particular business
  • Provide positive customer experiences by enhancing relationships
  • Ability to turn customers into repeat buyers and prevent them from switching to competitor
  • Resolved problems, improved operations and provided exceptional service
  • Offered friendly and efficient service to customers, handled challenging situations with ease
  • Offered friendly and efficient service to customers, handled challenging situations with ease
  • Maintained energy and enthusiasm in fast-paced environment
  • Managed over 50 customer calls per day.' or, "Increased sales by 10%".

Cincinnati Bell Escalations Resolution Care, Startek Philippines, Inc. SM Cyber
Makati City
10.2011 - 09.2013
  • Handled Inbound and Outbound calls to address Cincinnati Bell customer inquiries and concerns
  • Offered friendly and efficient service to customers, handled challenging situations with ease
  • Resolved problems, improved operations and provided exceptional service
  • Conducted research, gathered information from multiple sources and presented results
  • Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
  • Developed and maintained courteous and effective working relationships
  • Worked with customers to understand needs and provide excellent service
  • Maintained energy and enthusiasm in fast-paced environment
  • Managed over 50 customer calls per day.' or, "Increased sales by 10%".

Telstra Customer Service

Telephilippines, Inc. MAAX Building SM Mall of Asia C98
Pasay City
11.2010 - 10.2011
  • Handled Inbound calls to address Telstra customer inquiries and concerns
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
  • Developed and maintained courteous and effective working relationships
  • Worked with customers to understand needs and provide excellent service
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement
  • Managed over 50 customer calls per day.' or, "Increased sales by 10%".

AOL Technical Support Representative

Stream Global Services
Makati City
07.2010 - 09.2010
  • Handled Inbound calls to address AOL Email customer security, password reset inquiries and concerns
  • 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
  • Resolved problems, improved operations and provided exceptional service
  • Managed over 50 customer calls per day.' or, "Increased sales by 10%".

Connect Tech Sales Associate

AT&T, Sutherland Global Services
11.2009 - 06.2010
  • 12/F, Philplans Corporate Center, Taguig City
  • Handled Inbound calls to address, Connect Tech customer inquiries and concerns
  • Helped customers locate products and checked store system for merchandise at other sites
  • Engaged with customers to build rapport and loyalty
  • Provided positive first impressions to welcome existing, new and potential customers
  • Enhanced product presentation and promotional material displays, working alongside retail representatives
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations
  • Determined customer needs by asking relevant questions and listening actively to responses
  • Managed over 50 customer calls per day.' or, "Increased sales by 10%".

Microsoft XBox Technical Support Representative

Majorel Philippines Corp
Quezon City
11.2008 - 05.2009
  • 5th Floor, e-, Handled Inbound calls to address Microsoft X Box customer inquiries and concerns
  • Assisted customers in identifying issues and explained solutions to restore service and functionality
  • Submitted service tickets for equipment maintenance requests
  • Documented support interactions for future reference
  • Used ticketing systems to manage and process support actions and requests
  • Managed over 50 customer calls per day.' or, "Increased sales by 10%".

Education

Bachelor of Science: BS - Hospitality Management

2008-06

BSHRM - undefined

Jose Rizal University, Boulevard
least 2 years of college education

High School Diploma - undefined

Francisco Villaroman Foundation School - 1027 Pedro Gil St
2005-03

HXMP - undefined

GED Araullo High School
2003-03

Skills

  • Technical support knowledge
  • Billing resolutions
  • Research proficiency
  • Issue investigations
  • Self-Motivated
  • Documentation skill
  • Effective at multi-tasking
  • Customer service expert
  • Customer Service Expertise
  • Component Replacements
  • Configuring Devices
  • Customer Support Needs Assessment
  • Software Diagnosis
  • Hardware Upgrades
  • Mobility Devices
  • User Experience
  • Troubleshooting and Assistance
  • Data Connectivity
  • Application Installation
  • Account Updating
  • Technical Documents Comprehension
  • Appointment Scheduling
  • Support Ticket System Management
  • Computer System Maintenance
  • Hardware and Software Configuration
  • Responding to Technical Questions
  • Onsite Installations
  • Technical Issues Analysis
  • Organizational Skills
  • Onsite Instruction
  • Reading Comprehension
  • Call Center Operations
  • Complaint Resolution
  • Product Selection
  • PC Component Diagnostics
  • Issue Troubleshooting
  • Assisting with Deployments
  • Workforce Planning
  • Access Management Software
  • Hardware Evaluation
  • Hardware Repair
  • Windows 10
  • Desktop Support
  • Apple IOS
  • Ethernet and Firewall Proficient
  • Wide Area Networks

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Technical Support - AT&T U, Alorica
09.2019 - 10.2022
Dish Network Customer Care Account Specialist - Inspiro Relia, Inc
10.2013 - 11.2018
- Cincinnati Bell Escalations Resolution Care, Startek Philippines, Inc. SM Cyber
10.2011 - 09.2013
Telstra Customer Service - Telephilippines, Inc. MAAX Building SM Mall of Asia C98
11.2010 - 10.2011
AOL Technical Support Representative - Stream Global Services
07.2010 - 09.2010
Connect Tech Sales Associate - AT&T, Sutherland Global Services
11.2009 - 06.2010
Microsoft XBox Technical Support Representative - Majorel Philippines Corp
11.2008 - 05.2009
- Bachelor of Science: BS, Hospitality Management
Jose Rizal University, Boulevard - BSHRM,
Francisco Villaroman Foundation School - 1027 Pedro Gil St - High School Diploma,
GED Araullo High School - HXMP,

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Jagannath AgawinCustomer Service Excellences Agent Technical Support