Summary
Overview
Work History
Education
Skills
Cooking
Timeline
Generic

John Regin Sumugat

Bacolod

Summary

I have a strong background in customer service and technical support, with several years of experience handling diverse global accounts such as Time Warner Cable/Spectrum, T-Mobile, Netflix, Expedia Travel, and the Expedia American Express Travel account. Over the years, I’ve developed expertise in troubleshooting internet, mobile, and streaming services, managing travel bookings using GDS platforms like Sabre and Amadeus, and delivering high-level customer support across voice, chat, and email channels. I'm well-versed in resolving billing issues, handling complex escalations, and consistently meeting key performance metrics like CSAT, AHT, and FCR. What really drives me is being able to solve problems efficiently while creating a positive experience for customers, no matter the industry.

Overview

8
8
years of professional experience

Work History

T-Mobile

Teleperformance
10.2023 - 03.2025
  • Handle inbound customer calls regarding billing, service issues, upgrades, and technical support.
  • Provide accurate information on T-Mobile plans, promotions, and products.
  • Resolve customer complaints and de-escalate issues professionally and empathetically.
  • Meet or exceed performance metrics like call quality, average handle time (AHT), and customer satisfaction (CSAT).
  • Document call interactions and updates in CRM systems.
  • Adhere to process workflows, scripts, and compliance requirements.
  • Promote self-service tools and digital solutions to customers.
  • Supervise a team of customer service agents, ensuring adherence to KPIs such as CSAT, AHT, FCR (First Call Resolution), and QA scores.

Netflix

Teleperformance
07.2024 - 09.2024
  • Provide exceptional customer support via phone, chat, or email for Netflix users worldwide.
  • Troubleshoot issues related to streaming, login, device compatibility, and billing.
  • Guide customers through resolving playback errors, subscription management, and account settings.
  • Deliver empathetic, brand-aligned service that reflects Netflix’s tone and values.
  • Maintain high levels of professionalism, quality, and accuracy during interactions.

Expedia American Express

Teleperformance
02.2021 - 05.2023
  • Handle inbound calls, emails, or chats from American Express customers requiring travel assistance.
  • Provide expert travel recommendations and solutions based on customer preferences and loyalty benefits.
  • Process reservations, modifications, and cancellations with accuracy and efficiency.
  • Resolve customer concerns promptly while maintaining high satisfaction levels.
  • Adhere to service level agreements (SLAs), compliance, and quality standards.
  • Stay updated with Expedia and American Express travel policies, procedures, and promotions.
  • Upsell and cross-sell travel products where appropriate.
  • Document customer interactions in CRM systems accurately.

Expedia Travel

Teleperformance
05.2018 - 11.2021
  • Provide end-to-end travel consultation and booking services for flights, hotels, car rentals, and vacation packages using Sabre and Amadeus GDS platforms.
  • Handle both domestic and international travel arrangements, including multi-city and round-the-world itineraries.
  • Modify, cancel, and rebook reservations in accordance with fare rules, airline policies, and customer needs.
  • Accurately quote fares, taxes, and service fees, and ensure customer consent and clarity before finalizing bookings.

Time Warner Cable/Spectrumm

Teleperformance
12.2016 - 10.2018
  • Respond to inbound calls, chats, or emails from customers experiencing issues with Spectrum/Time Warner services (TV, internet, phone).
  • Troubleshoot service disruptions, slow internet connections, signal issues, and hardware malfunctions.
  • Guide customers through rebooting modems, routers, set-top boxes, and other devices.
  • Assist with setting up or configuring new services and devices, including Wi-Fi networks, DVRs, and parental controls.
  • Provide remote support for software updates, firmware checks, and router configurations.
  • Technical Diagnostics and Resolution
  • Billing and Account Support

Education

Bachelor of Science - Information Technology

Carlos Hilado Memorial State University
Bacolod City, Province Of Negros Occidental, Philippines
06-2016

Skills

Customer Service & Communication

  • Exceptional interpersonal skills with a focus on empathy, resolution, and first-contact resolution (FCR)

  • High CSAT achiever with experience in voice, chat, and email support

  • Strong de-escalation, objection handling, and customer retention skills

Technical Support & Troubleshooting

  • Skilled in Tier 1 & Tier 2 support for internet, mobile, and streaming services

  • Remote diagnostics and device troubleshooting (modems, routers, smart TVs, mobile devices)

  • Familiar with proprietary tools and CRM systems like Salesforce and Zendesk

Travel Industry Expertise

  • GDS-trained in Sabre and Amadeus for flight, hotel, and car bookings

  • Proficient in fare construction, reissues, ticketing, and loyalty program handling

  • Knowledgeable in both leisure and corporate travel policies and procedures

Telecom & Mobile Support

  • Expertise in mobile plan activation, device configuration, billing issues, and network troubleshooting

  • Support for roaming, SIM management, plan upgrades, and data issues (T-Mobile)

Billing & Account Management

  • Handling of billing disputes, credits, subscription changes, and account authentication

  • Experience with loyalty programs and American Express cardmember travel benefits

Streaming & Content Support

  • Resolved streaming issues for Netflix across various platforms and devices

  • Provided profile, playback, and parental control support with platform familiarity

Productivity & Operations

  • Strong adherence to KPIs including AHT, QA, CSAT, and SLA compliance

  • Team collaboration, mentoring, and SME-level support contributions

  • Adaptability across multiple domains, platforms, and customer profiles

Cooking

I enjoy experimenting with Filipino dishes, trying new recipes, and adding my own twist to traditional flavors. It’s a fun and creative way for me to connect with my heritage while honing my cooking skills.

Timeline

Netflix

Teleperformance
07.2024 - 09.2024

T-Mobile

Teleperformance
10.2023 - 03.2025

Expedia American Express

Teleperformance
02.2021 - 05.2023

Expedia Travel

Teleperformance
05.2018 - 11.2021

Time Warner Cable/Spectrumm

Teleperformance
12.2016 - 10.2018

Bachelor of Science - Information Technology

Carlos Hilado Memorial State University

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John Regin Sumugat