Jonathan Corbito Peñero
Quiapo
Summary
Professional with extensive experience in call center operations and leadership. Skilled in team collaboration, conflict resolution, and performance management. Strong ability to adapt to changing environments and drive team success through strategic planning and effective communication. Known for reliability, problem-solving, and fostering positive work culture.
Overview
25
25
years of professional experience
Work History
Service Advisor II / Unlicensed
Concentrix
02.2024 - Current
- Handle calls about policies, coverage, complaints, and inquiries.
- Provide accurate, timely responses to ensure customer satisfaction.
- Process policy updates and modifications accurately.
- Escalate requests beyond my role to the appropriate department.
- Verify new coverage details and update information as necessary.
- Issue proof of insurance documents as needed.
Technical Support II
Concentrix Dashk – Cyberwest
02.2018 - 01.2024
- Assist with phone, service, or product concerns, ensuring a positive experience.
- Escalate unresolved issues to appropriate teams for prompt resolution.
- Increased efficiency with comprehensive knowledge of clients' products and services, allowing for quick issue resolution.
- Utilized tools effectively to identify root causes of technical problems accurately and consistently.
Service Advisor I/Retention
Concentrix Dashk - Eastwood
08.2013 - 02.2018
- Resolve customer calls on services, billing, promotions, and technical issues.
- Provide clear support and ensure accounts stay in good standing.
- Offer retention solutions and escalate unresolved issues to the Team Leader.
Station Master
Serco Dubai Metro, UAE
07.2012 - 06.2013
- Report to the Station Manager and Duty Landlord.
- Supervise station staff to ensure smooth daily operations.
- Inspect station facilities, ensuring safety compliance and functionality.
- Manage incidents and degraded operations to minimize service disruption.
- Record station activities in the logbook for accurate documentation.
- Provide clear, timely information to internal and external parties.
- Deliver accurate public announcements and oversee crowd management.
- Handle cash collection, reconciliation, and related processes.
- Report equipment faults for prompt maintenance.
- Enforce safe work practices, ensuring the safety of staff and passengers.
Station Agent
Serco Dubai Metro, UAE
02.2011 - 07.2012
- Monitor and maintain smooth station operations.
- Provide accurate ticket and train service information to passengers.
- Respond promptly to inquiries about services, schedules, and station matters.
- Deliver clear, timely messages to passengers through audio/visual means.
- Ensure passenger safety, comfort, and well-being at all times.
- Address issues proactively to minimize disruptions and overcrowding.
- Maintain orderly passenger flow to avoid bottlenecks.
- Assist passengers with special needs, ensuring safe accommodation.
- Manage incidents and emergencies for timely resolution.
Service Manager
Pilipinas Teleserv Inc.
09.2009 - 02.2011
- Oversee web support operations, including web wireline, wireless, and social media services, ensuring seamless platform functionality.
- Manage the customer service department, maintaining high service standards and organizational goals.
- Lead, coach, and train the team, including agents, trainers, quality staff, and supervisors.
- Assess team performance and implement strategies to enhance productivity and service quality.
- Create and manage agent and supervisor schedules, ensuring staffing aligns with forecasts.
- Collaborate with departments to address customer issues, ensure accurate billing, and maintain satisfaction.
- Ensure compliance with customer service policies, acquisition standards, and phone sales targets.
- Drive the achievement of KPIs, ensuring team goals are consistently met.
- Conduct customer satisfaction surveys, identifying areas for improvement.
- Prepare reports, audit procedures, and implement operational improvements.
- Manage new client projects, ensuring smooth execution through cross-departmental collaboration.
- Handle VIP account cases personally, ensuring prompt resolution of high-priority concerns.
- Develop consistent reporting templates for team data, ensuring accuracy in Excel, Word, and other tools.
Martial Arts Instructor
Philippine Won Hwa Do and Tong Il Moo Do
06.2000 - 12.2010
- Teach the young men and women who are martial arts enthusiasts on the new concept of self-defense.
Shift Supervisor
Pilipinas Teleserv Inc.
02.2007 - 09.2009
- Provide ongoing training, coaching, and support to enhance CSR skills and productivity.
- Focus on achieving optimal customer satisfaction and service quality.
- Report agent performance and productivity metrics to operations managers and stakeholders.
- Conduct regular evaluations to ensure performance standards are met.
- Lead by example, maintaining professionalism and high standards.
- Foster CSR growth through tailored coaching and proactive issue resolution.
- Implement corrective actions and performance improvement plans when needed.
- Drive programs and strategies to meet operational goals.
- Manage simultaneous projects effectively and attend training to stay updated on best practices.
- Communicate critical updates to the team and monitor call adherence to standards.
- Provide feedback to improve the customer experience.
- Oversee information uploads, create online resources, and provide troubleshooting support.
Customer Service Representative
Pilipinas Teleserv Inc.
07.2005 - 02.2007
- Handle subscriber queries and complaints, providing effective resolutions and ensuring a positive experience.
- Acknowledge callers promptly and create a supportive, empathetic environment.
- Demonstrate professionalism to build trust and adapt communication style to meet caller needs.
Project Supervisor (Civil)
Greater Good Construction Company
06.2004 - 06.2005
- Define project specifications by analyzing designs, requirements, and standards.
- Conduct technical studies, prepare cost estimates, and monitor budgets.
- Ensure product performance through testing and analysis.
- Develop, update, and maintain project schedules, addressing issues proactively.
- Collaborate with teams to ensure timely deliverables and smooth workflow.
- Review designs, schedules, and specifications for accuracy and feasibility.
- Prepare status reports, analyze trends, and recommend actions.
- Enforce safety standards and maintain a clean work environment.
- Communicate with clients to meet expectations and resolve project issues.
- Oversee project completion, ensuring goals, timelines, and quality standards are met.
Field Engineer (Civil)
Greater Good Construction Company
09.2003 - 06.2004
- Create accurate layout works and interpret plans and specifications for contractors.
- Order materials and equipment daily and coordinate required inspections.
- Monitor rebar installation and review shop drawings for compliance.
- Communicate updates to the foreman and superintendent.
- Manage workforce counts and assist in site supervision.
Part Time College Instructor
Camarines Sur Polytechnic Colleges
11.2002 - 05.2003
- Responsible for teaching Engineering subjects, Construction Management, General Psychology, Philosophy and Human Anthropology.
Education
Diploma - Operations Management
Alison Academy
12.2011
Master - Religious Philosophy
Unification Theological Seminary
08.2003
B.S. - Civil Engineering
Technological Institute of the Philippines Manila
05.2001
Skills
- Customer service
- Multitasking and organization
- Strong work ethic
- Complaint resolution
- Goal-oriented mindset
- Performance goals
- Team collaboration
- Technical support
- Team leadership
- Time management
- Decision-making
- Complex Problem-solving
- Managing operations and efficiency
Training
- Station Operations Procedures and Service Delivery
- Incident Management / First Aid
- Communication for Customer Service
- Diversity, Equality and Cross-Cultural Awareness
- Managing Customer Service
- International Contact Centre Conference and Expo
- Becoming an Effective Manager
- Effective Ways of Managing Accounts and People
- Handling Difficult Customers
- Train the Trainers
- Trainers Workshop
- American Speak and English Proficiency Program
- Call Centre Seminar
- Leadership Paradigm
- Youth Leadership Training
Career History
- Service Advisor II / Technical Support (TELCO ACCOUNT) Feb22,2018 – present Concentrix Dashk – Cyberwest QC
- Service Advisor I/Retention (SATELLITE ACCOUNT) Feb21,2018 – present Concentrix Dashk - Eastwood
- Station Master July2012 – June2013 Serco Dubai Metro - UAE
- Station Agent Feb.22,2011 – July2012 Serco Dubai Metro - UAE
- Service Manager Sept.14,2008 – Feb.2,2011 Pilipinas Teleserv Inc. Shaw Site
- Shift Supervisor Feb.8,2007 – Sept.13,2008 Pilipinas Teleserv Inc. Manila and Shaw Sites
- Customer Service Representative July5,2005 – Feb.7,2007 Pilipinas Teleserv Inc. Manila Site
- Project Supervisor (Civil) June24,2004 – June2005 Greater Good Construction Company Bauang, La Union, Philippines
- Field Engineer (Civil) Sept.8,2003 – June23,2004 Greater Good Construction Company Bauang, La Union, Philippines
- Part Time College Instructor October2002 – May2003 Camarines Sur Polytechnic Colleges
- Resource Speaker May2003 Camarines Sur Polytechnic Colleges
- Resource Speaker February2003 Naga College Foundation
- Martial Arts Instructor Won Hwa Do and Tong Il moo do July7,2000 – Dec.2010
Timeline
Service Advisor II / Unlicensed
Concentrix
02.2024 - Current
Technical Support II
Concentrix Dashk – Cyberwest
02.2018 - 01.2024
Service Advisor I/Retention
Concentrix Dashk - Eastwood
08.2013 - 02.2018
Station Master
Serco Dubai Metro, UAE
07.2012 - 06.2013
Station Agent
Serco Dubai Metro, UAE
02.2011 - 07.2012
Service Manager
Pilipinas Teleserv Inc.
09.2009 - 02.2011
Shift Supervisor
Pilipinas Teleserv Inc.
02.2007 - 09.2009
Customer Service Representative
Pilipinas Teleserv Inc.
07.2005 - 02.2007
Project Supervisor (Civil)
Greater Good Construction Company
06.2004 - 06.2005
Field Engineer (Civil)
Greater Good Construction Company
09.2003 - 06.2004
Part Time College Instructor
Camarines Sur Polytechnic Colleges
11.2002 - 05.2003
Martial Arts Instructor
Philippine Won Hwa Do and Tong Il Moo Do
06.2000 - 12.2010
Master - Religious Philosophy
Unification Theological Seminary
B.S. - Civil Engineering
Technological Institute of the Philippines Manila
Diploma - Operations Management
Alison Academy
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