Summary
Overview
Work History
Education
Skills
Timeline
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Patrick Luyahan

Patrick Luyahan

Customer Service Representative
Taguig NCR

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Organized and efficient team leader supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service.

Overview

5
5
years of professional experience

Work History

Supervisor of Operations

Everise
Taguig BGC
06.2021 - 10.2023
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Interceded between employees during arguments and diffused tense situations.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Led hiring, onboarding and training of new hires to fulfill business requirements

Subject Matter Expert

Concentrix/TSR/Samsung Home Entertainment
Quezon City
08.2020 - 04.2021
  • Designed and prepared technical reports, studies, and related documentation.
  • Analyzed business problems, identifying root causes and developing robust solutions.
  • Led teams with total of 60 agents in scheduled and unscheduled equipment maintenance to optimize readiness.
  • Responsible for diagnose and troubleshoot software and hardware problems of Samsung TV,Blu-Ray Player,Sound Bar and DVD Player.I also help our customers install applications, connecting external devices to television and programs. Technical Support responsibilities include resolving network issues, configuring operating systems and using remote access connections to provide immediate support.
  • Collaborated with management to identify and prioritize new development concepts
  • Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues
  • Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features

Quality Analyst

Telus International/Airbnb Account
Taguig BGC
12.2018 - 05.2020
  • 11 months as an agent and 6 months as Quality Lead
  • As an agent, I am handling inbound call, outbound call, email support, inbound messaging and outbound messaging for customer's complaints, inquiries how to become a host partner, how AIRBNB works and policy, altering and canceling reservations etc.
  • Developed and maintained quality assurance procedure documentation.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Administered 2 audits per agent per week internal quality audits and assessed results to inform corrective action measures.
  • Edited, proofed and critiqued internal documents to improve clarity.

Education

Bachelor of Science - Information Technology

Palawan State University
Puerto Princesa City, Palawan
06.2013 - 06.2013

Skills

Strategic planning

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Timeline

Supervisor of Operations

Everise
06.2021 - 10.2023

Subject Matter Expert

Concentrix/TSR/Samsung Home Entertainment
08.2020 - 04.2021

Quality Analyst

Telus International/Airbnb Account
12.2018 - 05.2020

Bachelor of Science - Information Technology

Palawan State University
06.2013 - 06.2013

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Patrick LuyahanCustomer Service Representative