JESMAR MAGDAONG
Laguna
Summary
Dedicated and results-driven professional seeking a challenging position to further develop foundational skills while contributing to organizational growth. Possesses six years of experience in the BPO industry with demonstrated leadership abilities, strong teamwork, and a proven capacity to thrive under pressure. Core strengths include adaptability, integrity, and an unwavering commitment to excellence, driving success in dynamic environments. Eager to leverage expertise to make a meaningful impact within a forward-thinking organization.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Valor Global Services
11.2024 - 07.2025
- Answer incoming calls to initially diagnose and resolved customers issues with ADT Security System.
- Update CRM through updating customer records, documenting and assist customers with billing related concerns.
- Set up repair appointment with advance technical specialist and onsite technician for technical issues not resolved on the phone.
Technical Trainer
Sutherland Global Services
09.2021 - 11.2022
- Execute training sessions, webinars, refreshers etc. in groups or individually for sales & customer care agents of the account.
- Observe and evaluate results of training. Keep and report trainees’ data on completed courses, absences and issues.
- Prepare training materials (presentations, worksheets, etc.). Create special training contents for low performing consultants.
- Hilton Hotels
Customer Service Specialist
Sutherland Global Services
10.2017 - 08.2021
- Meet customer service team sales targets, reach call handling quotas, and provide customer satisfaction.
- Answer caller’s inquiries, book hotel room, rescue or cancel bookings, and upsell vacation package to Hilton clients.
- Enroll customers to a loyalty program, offer loyalty rewards and promotions, and handle member’s complaints.
- Hilton Hotels
Customer Service Representative
Foundever Philippines
01.2013 - 02.2014
- Troubleshoot kitchen and laundry appliances over the phone. Send out Sears technician for home service (repair/maintenance).
- Answer customer inquiries, rescue or cancel sales, and upsell home improvement consultation services.
- Sell home appliance warranties, track the repair status of carry-in and home serviceable items, and resolve customer complaints.
Admin Assistant
Southern Luzon Technological College Foundation Inc.
03.2010 - 04.2013
- Human Resource - process payroll, update employee database, and facilitate job applicant’s initial assessment.
- Placement Department - assess and endorse call center applicants to partner BPO industries of the institution.
- Registrar’s Office - update the student’s record (college/senior high school) and process billing for TESDA training scholarships.
Education
BS in Business Administration - Human Resource Management
Southern Luzon Technological College Foundation Inc.
Legazpi City, Albay01.2013
Computer Programming NC IV - undefined
Southern Luzon Technological College Foundation Inc.
Pio Duran, Albay01.2010
Skills
- Effective communication
- Effective multitasking
- Collaborative teamwork
- Compassionate communication
- Proficient in Microsoft Office
- Online research proficiency
- Fundamental programming skills
- Technical troubleshooting
- Technical support
Certification
- Call Center Training NC II /TESDA
- Achieving a comprehensive grasp of American Conversational English including Grammar, Pronunciation and Accent.
- Understanding the nature of the call center industry and its culture.
- Learning customer service skills in the BPO context.
- Knowing the basics of Western Culture
- Search Engine Optimization (SEO) Training NC II /TESDA
- Learning the best practices for developing and distributing video marketing content.
- Understanding the latest SEO ranking factors, mobile ranking factors, Google algorithms, and mathematical optimization.
- Creating a content marketing strategy to support SEO and link acquisition.
- Developing a solid approach for achieving a productive and successful relationship with client.
Timeline
Technical Support Representative
Valor Global Services
11.2024 - 07.2025
Technical Trainer
Sutherland Global Services
09.2021 - 11.2022
Customer Service Specialist
Sutherland Global Services
10.2017 - 08.2021
Customer Service Representative
Foundever Philippines
01.2013 - 02.2014
Admin Assistant
Southern Luzon Technological College Foundation Inc.
03.2010 - 04.2013
Computer Programming NC IV - undefined
Southern Luzon Technological College Foundation Inc.
BS in Business Administration - Human Resource Management
Southern Luzon Technological College Foundation Inc.