Jasper Paglabuan
Taytay, Province Of Rizal
Summary
Skilled in technical troubleshooting and fostering team growth, I significantly enhanced customer satisfaction and team performance at Concentrix. My expertise in product troubleshooting and mentoring, combined with a knack for innovation, led to successful client retention and partnership development. Achieved by leveraging strong technical support skills and a creative approach to problem-solving.
Overview
10
10
years of professional experience
Work History
Technical Support Representative
Concentrix
09.2014 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Team Leader Intern
Concentrix
10.2022 - 04.2023
- Implemented training programs to enhance team skills and knowledge in relevant subject matter or technology tools.
- Ensured compliance with company policies and industry regulations by enforcing best practices within the team.
- Conducted regular performance reviews for team members, identifying strengths and areas needing development.
- Increased overall customer satisfaction rates with timely delivery of high-quality products/services by closely monitoring individual task performances.
- Enhanced communication between team members through regular meetings and progress updates.
- Mentored junior team members, providing guidance and support for their professional development.
Engagement Specialist
Concentrix
08.2022 - 04.2023
- Provided ongoing support to clients throughout their journey, fostering long-lasting partnerships built on trust and mutual understanding.
- Coordinated with other departments within the organization when necessary, fostering an environment of collaboration towards shared objectives related to customer success.
- Collaborated with cross-functional teams to develop innovative strategies for improving customer engagement.
- Successfully retained high-value clients by implementing targeted action plans focused on re-engagement efforts tailored specifically to their needs.
Education
Bachelor of Secondary Education Major in TLE - Education
Univeristy of Rizal System - Cainta Campus
Cainta, Province Of Rizal, Philippines03-2014
Casimiro A. Ynares Sr. Memorial National HS
Taytay, Province Of Rizal, Philippines03-2010
Palaris Elemetary School
Asingan, Province Of Pangasinan, Philippines03-2006
Skills
- Technical troubleshooting
- Coaching and mentoring
- Brand awareness
- Technical support
- Product troubleshooting
- Creativity and innovation
Additional Information
Character Reference:
Arian Bergamos | Operation Managger | Concentrix
09171087700
Rome De Robles | Team Leader | Concentrix
09614382955
Timeline
Team Leader Intern
Concentrix
10.2022 - 04.2023
Engagement Specialist
Concentrix
08.2022 - 04.2023
Technical Support Representative
Concentrix
09.2014 - Current
Bachelor of Secondary Education Major in TLE - Education
Univeristy of Rizal System - Cainta Campus
Casimiro A. Ynares Sr. Memorial National HS
Palaris Elemetary School
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