Jairus John Lomuntad
Santa Maria, Bulacan, Philippines
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
7
7
years of professional experience
Work History
Tier 2 Technical Support Representative
Harte Hanks
06.2023 - 04.2025
- Demonstrated ability to multitask effectively while addressing customer concerns through phone, chat, and email.
- Used ticketing systems to manage and process support actions and requests.
- Extensive experience in account management, password recovery, and subscription assistance for customers.
- Managed escalation tickets and effectively coordinated with other departments to ensure timely issue resolution.
Subject Matter Expert
Alorica
05.2022 - 05.2023
- Spearheaded the launch of a Telco pilot account in the U.S., assembling a high-performing team to back expanding fiber internet services.
- Reviewed chat performance and established quality guidelines to maintain high customer service standards.
- Managed the scheduling of on-site repairs and fiber deployments, helping extend our service availability.
Chat Support Representative
Alorica
11.2019 - 05.2022
- Enhanced customer satisfaction by providing timely response and accurate responses to inquiries through chat support.
- Resolved technical, billing and account issues for customers by utilizing comprehensive knowledge of company products and services.
- Maintained a strong track record of hitting monthly performance targets, consistently driving sales and contributing to revenue growth.
Customer Service Representative
IBEX Global
08.2018 - 08.2019
- Offered expert support in billing and technical concerns to a major U.S. telecom company with global reach.
- Consistently identified upselling opportunities based on customer needs, driving improved loyalty and overall satisfaction.
- A dependable team performer with a strong record of hitting monthly sales and CSAT goals.
Education
Bachelor of Science - IT
Mapua Institue of Technology
Intramuros, Metro Manila, Philippines01-2018
Skills
- Technical Troubleshooting
- Account Management
- Quality & Compliance
- CRM & Ticketing Systems (Oracle Service Cloud, ServiceNow, Evergent)
- Remote Support (RDP, AVD)
- VOIP Systems (Amazon Web Services)
- Live Chat (LiveEngage, Quiq Messaging)
- Email (Outlook)
- Effective use of Microsoft Teams, Zoom, and Slack
Timeline
Tier 2 Technical Support Representative
Harte Hanks
06.2023 - 04.2025
Subject Matter Expert
Alorica
05.2022 - 05.2023
Chat Support Representative
Alorica
11.2019 - 05.2022
Customer Service Representative
IBEX Global
08.2018 - 08.2019
Bachelor of Science - IT
Mapua Institue of Technology
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