Joshua Emmanuelle Agoncillo

Provide support to project managers and clients by coordinating with field engineers and technicians for various technical services, ensuring smooth execution of projects and maintaining effective communication across all stakeholders.

Responsibilities:

• Conduct outbound calls on behalf of clients to source and coordinate appropriate technicians for services such as site surveys, WAN activation, CCTV installation, and other technical tasks.
• Respond to client and internal emails promptly, assisting project managers with various inquiries and requests.
• Relay special instructions or requirements from project managers or clients to field engineers to ensure clarity and successful task execution.
• Perform pre-dispatch call-outs to booked technicians to confirm availability and verify that they have the necessary tools, equipment, and materials for the scheduled job.
• Serve as a liaison between clients, project managers, and field personnel to ensure smooth and timely delivery of services.

Ensure high-quality customer interactions by evaluating agent performance, providing actionable feedback, and driving continuous improvement through collaboration and reporting.

Responsibilities:

• Monitor and evaluate agent interactions across voice and non-voice channels to ensure compliance with quality standards and customer satisfaction metrics.
• Deliver constructive coaching sessions aimed at reinforcing agent strengths and addressing performance gaps.
• Generate detailed reports on quality performance, including root cause analyses and recommended corrective actions to improve service delivery.
• Partner with Operations, Training, and other cross-functional teams to implement quality improvement initiatives and align processes with organizational goals.

Deliver exceptional customer experiences by understanding client needs, providing tailored technology solutions, and representing HP’s latest innovations across various retail and business channels.

Key Responsibilities:

• Actively engaged with customers in-store, online, and in business environments to identify needs and recommend suitable technology solutions.
• Provided expert guidance on a wide range of HP products, including laptops, gaming PCs, printers, peripherals, and enterprise offerings.
• Demonstrated and promoted HP’s latest technologies to enhance customer awareness and drive interest.
• Built strong customer relationships through professional, courteous, and knowledgeable communication.
• Efficiently handled service inquiries and resolved issues with speed and accuracy.
• Supported order fulfillment across multiple channels: in-person, email, online, and telephone.
• Promoted cross-selling and upselling opportunities, including accessories, software, and extended warranties.
• Maintained up-to-date knowledge of new product releases, technical specifications, and industry trends to better educate and advise customers.

Coordinate technical field services on behalf of clients by sourcing technicians, supporting project managers, and ensuring readiness for successful on-site execution.

Responsibilities:

• Conducted outbound calls on behalf of clients to source and assign qualified technicians for various technical tasks, including site surveys, WAN activation, and CCTV installation.
• Assisted project managers by responding to inquiries and facilitating requests such as providing special instructions to field engineers and addressing client-specific requirements.
• Performed pre-dispatch confirmation calls with booked technicians to verify availability and ensure they were equipped with the necessary tools and materials for upcoming jobs.
• Acted as a communication bridge between clients, field engineers, and internal teams to support seamless service delivery and timely resolution of project needs.

• Analyzed quality and performance data to support operational decision-making.
• Created and revised procedures, checklists and job aids to reduce errors.
• Developed and maintained quality assurance procedure documentation.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Provided high-level customer support by resolving complex issues, managing service requests, and ensuring a seamless client experience across multiple communication channels.

Key Responsibilities:

• Served as the primary escalation point for complex customer concerns, ensuring timely resolution to enhance client satisfaction and retention.
• Assisted customers with product inquiries, feedback, and complaints, offering clear and knowledgeable support.
• Processed product orders and service upgrades efficiently, ensuring accurate and prompt fulfillment.
• Built rapport with customers through courteous, professional, and empathetic communication.
• Responded quickly and accurately to customer service inquiries across multiple channels, including in-person, email, phone, and online platforms.
• Ensured smooth order fulfillment and coordination across various purchasing methods.
• Maximized customer satisfaction by resolving service-related issues with urgency and attention to detail.
• Managed customer account inquiries, providing accurate information and resolving service complaints to ensure a positive client experience.