Jumie Plaira Agoy
Webroot Antivirus
Camarin Caloocan City
17
years of professional experience
Results-driven management professional with proven track record of fostering team collaboration and driving results. Consistently delivers on organizational goals through effective leadership and adaptability. Known for strong interpersonal skills and ability to manage changing priorities with ease.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Work History
Team Manager - Technical Support
2 Years 4 Months- Implemented cybersecurity measures to protect sensitive data. - Advance Malware and Ransomware
- Hiring Manager for Technical Roles.
- Manager for Senior Technical support and Mid-Level development, Client and Developer Meetings.
- Managed hiring process for technical roles to build skilled support team.
- Managed daily ticket queues, prioritizing escalations and ensuring timely resolution across support workflows.
- Coached representatives on troubleshooting practices, customer communication, and policy adherence.
- Collaborated with cross-functional teams to resolve complex issues and align service delivery.
- Conducted performance reviews and provided actionable feedback to strengthen individual development.
- Monitored SLA compliance, addressing bottlenecks and maintaining consistent case handling standards.
Team Leader
1 Year 1 Month- Developed agents through targeted coaching and quality audits to enhance client meeting effectiveness
- Managed retail operations
Team Leader
2 Months- Agent development, coaching, Quality Audits.
- Retail
Team Leader/Fraud Analyst
7 Months- Agent development, coaching, Quality Audits, Regular Client Reports.
- Banking/Financial
Team Leader
5 Months- Agent development, coaching, Quality Audits.
- Coached associates on productivity, service standards, and daily operational priorities.
- Scheduled coverage and assigned tasks to support workflow continuity across shifts.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Led sales floor teams to maintain member-ready merchandise and consistent club presentation.
HR / Talent Acquisition Team Lead
7 Months- Conducts final screening to Agents for production endorsement.
- Reports to Operations and Talent Acquisition.
- Led end-to-end recruitment processes, ensuring timely sourcing, screening, and hiring of qualified candidates.
- Reviewed sourcing channels to improve candidate reach and strengthen talent pipeline quality.
Agent / Data Analyst/ Team Leader / Tech Lead
9 Years 2 Months- Data reports, Conducts Coaching session, Client and SME meetings, agent/SME development.
- Accounting/Customer service / Tech / Sales
- Resolved customer inquiries across TurboTax and QuickBooks using case management systems and documented solutions accurately.
- Interpreted policy, compliance, and authentication requirements to protect customer data and ensure secure support.
Agent / SME
2 Years 9 Months- Frontline Technical Support agent via Chat, email , voice.
- VOIP
- Diagnosed VoIP and account issues, delivering clear troubleshooting guidance and timely follow-up.
- Resolved customer inquiries across phone, chat, and email using CRM and ticketing systems.
- Escalated complex technical and billing concerns to appropriate teams with complete issue context.
Education
- Computer Technology
TERTIARY
SECONDARY
PRIMARY
Skills
Leadership and Management
Problem Solving Abilities
Adaptable to Changes
Excellent Written and Verbal English Communication
Technical Expertise
Customer focus
Timeline
Team Manager - Technical Support
Webroot Antivirus
01.2023 - 05.2025Read More
Team Leader
SAM’s Club
12.2021 - 01.2023Read More
Team Leader
Macys
10.2021 - 12.2021Read More
Team Leader/Fraud Analyst
Greendot Stimulus
02.2021 - 09.2021Read More
Team Leader
Macys
08.2020 - 01.2021Read More
HR / Talent Acquisition Team Lead
SHAW Blvd Mandaluyong
01.2020 - 08.2020Read More
Agent / Data Analyst/ Team Leader / Tech Lead
Intuit
10.2010 - 12.2019Read More
Agent / SME
Vonage
01.2008 - 10.2010Read More
Malinta Elementary School
Read More
Malinta National High School
Read More
Philippine Science and Technology Center
from Computer Technology
Read More