Summary
Overview
Work History
Education
Skills
Timeline
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John Eleazar Penullar

John Eleazar Penullar

Call Center Supervisor
Biñan, Laguna

Summary

I'm a person who's bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills enhancing customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. I'm also more than willing in terms of collaboration with dedication to partnering with coworkers to promote engaged, empowering work culture. As well as being knowledgeable about the strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. I'm aiming to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, multitasking and problem-solving skills.

Overview

12
12
years of professional experience
7
7
years of post-secondary education
1
1
Language

Work History

Technical Support Representative

Teletech
Santa Rosa, Laguna
05.2012 - 12.2014
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.

Customer Service Representative

Sutherland Global Services
Carmona, Cavite
04.2016 - 12.2018
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.

Online ESL Teacher

BIBO
Makati
03.2019 - 01.2020
  • Communicated with students using Skype and BIBO online learning platforms, webcams and headphones.
  • Identified, selected, and modified instructional resources to meet needs of each individual student.
  • Developed and taught ESL curriculum to improve students' conversational abilities.

Customer Service Representative

IQOR
Santa Rosa, Laguna
01.2020 - 05.2021
  • Provided primary customer support to internal and external customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Subject Matter Expert

IQOR
Santa Rosa, Laguna
05.2021 - 03.2022
  • Responded to team support questions quickly to maintain call center efficiency.
  • Responded to escalated requests for products, services, and company information.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Call Center Supervisor

IQOR
Santa Rosa, Laguna
03.2022 - 01.2024
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Supervised 12-15 Technical Support Experts in providing excellent customer service to callers requiring assistance for Account, Billing, Network and Device issues.
  • Executed Performance/Action Plans for employees identifying opportunities to meet or exceed client metrics and productivity goals resulting to achieving bonuses/incentives promoting positive and motivating work environment.

Education

High School Graduate -

Amazing Grace School
San Pedro, Laguna
06.2004 - 03.2009

College Undergraduate - BSHRM

STI College Southwoods
Carmona, Cavite
10.2009 - 04.2012

Skills

    Strategic planning

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Timeline

Call Center Supervisor

IQOR
03.2022 - 01.2024

Subject Matter Expert

IQOR
05.2021 - 03.2022

Customer Service Representative

IQOR
01.2020 - 05.2021

Online ESL Teacher

BIBO
03.2019 - 01.2020

Customer Service Representative

Sutherland Global Services
04.2016 - 12.2018

Technical Support Representative

Teletech
05.2012 - 12.2014

College Undergraduate - BSHRM

STI College Southwoods
10.2009 - 04.2012

High School Graduate -

Amazing Grace School
06.2004 - 03.2009
John Eleazar PenullarCall Center Supervisor