Janno Paclibar
Customer Support Specialist
Makati City, Metro Manila
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Credit Manager
Probe Group CX
Makati, Manila
05.2024 - Current
- Collected data and performed trend and variance analysis to mitigate risk arising from bad debt.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Developed strategies to expedite payments and customer resolutions.
- Maintained accurate records of all customer interactions, ensuring transparency in reporting and easy access for future reference or legal purposes if necessary.
Team Manager
Prometheus Online Support Services
02.2018 - 03.2024
- Evaluated employee performance on a monthly basis and, coached and trained team members, increasing quality of work and employee motivation.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed detailed plans based on broad guidance and direction.
- Developed performance measurement strategies, identifying areas for improvement.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
Customer Support Representative
Convergys Philippines Services Corporation
09.2012 - 02.2018
- Investigated and resolved customer inquiries and complaints quickly through chat.
- Educated customers about billing, payment processing as well as assist in technical support, general inquiry, and setup repair/replacement orders.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Support Associate
Convergys Philippines Services Corporation
04.2012 - 08.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Boosted customer retention rates by providing exceptional support through phone and email.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor whenever needed.
- Contributed to increased sales by upselling products and services when appropriate during support interactions.
Technical Support Representative
Sykes Asia Incorporated
11.2010 - 06.2011
- Responded to customer inquiries and provided technical assistance over phone.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
Education
Diploma in Computer Engineering Technology - Computer Engineering Technology
Rizal Technological University
Mandaluyong City, Metro Manila, Philippines 04.2001 -
Skills
Goal Setting
Administration and Reporting
Employee Development
Written Communication
References
Michelle Engay
Prometheus Online Support Services
HR Officer
Jason Guillermo
Prometheus Online Support Services
Team Manager
Lucille Fajardo
Prometheus Online Support Services
Team Manager
Timeline
Credit Manager
Probe Group CX
05.2024 - Current
Team Manager
Prometheus Online Support Services
02.2018 - 03.2024
Customer Support Representative
Convergys Philippines Services Corporation
09.2012 - 02.2018
Customer Support Associate
Convergys Philippines Services Corporation
04.2012 - 08.2012
Technical Support Representative
Sykes Asia Incorporated
11.2010 - 06.2011
Diploma in Computer Engineering Technology - Computer Engineering Technology
Rizal Technological University
04.2001 -