Janiel Saguban
Summary
Highly motivated and customer-focused professional with over 9 years of experience in providing exceptional service in call center environments. Skilled in handling customer inquiries, resolving issues, and delivering solutions across multiple communication channels. Adept at maintaining high levels of customer satisfaction, exceeding performance targets, and adapting quickly to new systems and processes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
NOC - Tier 3 Engineer
CTC BPO INC.
01.2015 - Current
- Gone through Tier 1 and passed Tier 2 from this line of job, now I am at the T3 NOC engineer focusing on high-speed internet access on 5 stars hotels for both Inbound/outbound calls, Emails, and Chats, and engaging different internet service providers across the whole world
- Troubleshooting gateways, servers, firewalls, switches and dealth with different brands of access points
- Dealth with email filtering sevices as well and telcos, pbx and sdwan
- Resolved customer complaints and queries and received multiple kudos from it
- SCOPE OF WORK: Work on the cases assigned concerning issues with internet connection in the hotel
- Troubleshooting with the equipment concerning internet connection
- From Layer 1 to Layer 3 router including the Access Points in the building
- Communicate with the clients for any updates on the account
- Troubleshooting with the guest in connecting to the internet both Wi-Fi and Wired connection
- Applicable on all devices (from computers to handheld devices)
- Inbound/Outbound, Email Support
- Communicates with the General Manager/Owner and staff of the hotel for any internet connection issues.
Education
College of Communication, Information and Technology
01.2011
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Silab National High School
01.2008
Skills
- Straight A average in English, demonstrating good communication skills
- Excelled in typing classes, demonstrating good data entry skills
- Granted student mentoring position for solid listening skills
- Inbound and Outbound Call Handling
- Email Support
- Customer Service Support
- Technical Support
- Complaint Resolution
- Transaction Processing
- Patience
- Communication
Certification
- Mikrotik certified
- Ruckus certified
Personal Information
Title: Technical/Customer Representative (Inbound, Outbound, Emails and Chats)
Scopeofwork
- Work on the cases assigned concerning issues with internet connection in the hotel.
- Troubleshooting with the equipment concerning internet connection. From Layer 1 to Layer 3 router including the Access Points in the building.
- Communicate with the clients for any updates on the account.
- Troubleshooting with the guest in connecting to the internet both Wi-Fi and Wired connection. Applicable on all devices (from computers to handheld devices)
- Inbound/Outbound, Email Support
- Communicates with the General Manager/Owner and staff of the hotel for any internet connection issues
Timeline
NOC - Tier 3 Engineer
CTC BPO INC.
01.2015 - Current
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Silab National High School
College of Communication, Information and Technology
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