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Forward BPO
Technical Support Representative
Lightspeed Retail POS Support
March 2018 – present
•    In-depth troubleshooting of a STAR TSP 100 and 143 series receipt printers (desktop or iPad use)
•    In-depth troubleshooting of a Zebra ZD410 label printers (desktop or iPad use)
•    In-depth troubleshooting of a barcode scanner such as Honeywell Voyager 1200 series, socket mobile and Zebra CS4070.
•    Basic troubleshooting of a payment terminal such as (Verifone MX915/925, Ingenico iSMP4, Magtek iDynamo/Dynamag)
•    Answer basic question with regard to Lightspeed Accounting set up and Analytics.
•    Email customer after the end of conversation
•    Customer education with regard to Lightspeed POS system functionality and navigation.

Accenture Philippines
Operations- Verizon Conferencing Associate
March 2017- March 2018
•    Responsible for setting up the meeting booked by elite clients.
•    Responsible for placing client to the correct meeting rooms.
•    Report any issue occurred during the meeting for documentation and improvement purposes.
•    Provide feedback for improvements wither related to the project or to the company itself.

The Results Company
Supervisor (ACP)- Comcast Cable Technical
December 2016 – January 2017
•    Motivate associates to function and perform at specific levels required by client and develop possible future leaders.
•    Make sure to comply to administrative duties and tasks such as keeping 201 files, payfile, performance appraisals, etc.
•    Attends daily strategic meetings, calibrations, triads, and focus group discussions.
•    Making sure agents are updated in terms of processes/news and alerts client provided.
•    Daily report sent to Operations Manager for storing data and improvement.

The Results Company
Coach - Comcast Billing
February 2016 to November 2016
•    Managing a team in preparation to production in terms of achieving good score including summarizing individual behavior towards work.
•    Responsible for molding agents in terms of coaching behavior/s targeting call handling and for future leaders.
•    Daily report sent to Operations for storing data and improvement.
•    Responsible for new hire certification.

Convergys Philippines Services Incorporation
Floor Support- Billing/Cable department April 2015 to October 2015
•    Managing the production floor to target the required score in terms of sale, average handle time, and adjustments.
•    Responsible for securing the business in terms of manning agents to adhere scheduled working time.
•    Real time intervention on agents managing chat on every opportunity to deliver excellent customer service.
•    Daily report sent to Operations Manager for storing data and improvement.

Convergys Philippines Services Incorporation
eService Escalation (Customer Service Representative) – August 2010 to April 2015
•    Responsible for the closing escalated issues with utmost priority with high accuracy.
•    Manages 5 sites in terms of Supervisory intervention.
•    Additional tasks- up train newly hired individual for the LOB.

Convergys Philippines Services Incorporation
Sales Representative- February 2009-July 2010
•    Establish new account for new customer or for moving customer.
•    Provide best option work with the customer to find out what they need. Provide a solution to ensure smooth sales process.
•    Discuss thoroughly bill charges according to their subscription up to scheduling a technician visit to install.

Jollibee Foods Corporation
Kitchen Crew -Mini Team Lead
2005-2006
•    Assigned to Fry Station cooking Fried chicken, French fries, and Pies.
•    Responsible for preparation of raw materials such as chicken, fries, pies making sure all were still at it's best condition prior to cooking.
•    Strictly follow standard procedure with food handling from preparation to cooking to serving.
•    Responsible for training new hires assigned to Fry station making sure standard procedure were practiced all the time.","rawText":"Employment History Forward BPO Technical Support Representative Lightspeed Retail POS Support March 2018 – present • In-depth troubleshooting of a STAR TSP 100 and 143 series receipt printers (desktop or iPad use) • In-depth troubleshooting of a Zebra ZD410 label printers (desktop or iPad use) • In-depth troubleshooting of a barcode scanner such as Honeywell Voyager 1200 series, socket mobile and Zebra CS4070. • Basic troubleshooting of a payment terminal such as (Verifone MX915/925, Ingenico iSMP4, Magtek iDynamo/Dynamag) • Answer basic question with regard to Lightspeed Accounting set up and Analytics. • Email customer after the end of conversation • Customer education with regard to Lightspeed POS system functionality and navigation. Accenture Philippines Operations- Verizon Conferencing Associate March 2017- March 2018 • Responsible for setting up the meeting booked by elite clients. • Responsible for placing client to the correct meeting rooms. • Report any issue occurred during the meeting for documentation and improvement purposes. • Provide feedback for improvements wither related to the project or to the company itself. The Results Company Supervisor (ACP)- Comcast Cable Technical December 2016 – January 2017 • Motivate associates to function and perform at specific levels required by client and develop possible future leaders. • Make sure to comply to administrative duties and tasks such as keeping 201 files, payfile, performance appraisals, etc. • Attends daily strategic meetings, calibrations, triads, and focus group discussions. • Making sure agents are updated in terms of processes/news and alerts client provided. • Daily report sent to Operations Manager for storing data and improvement. The Results Company Coach - Comcast Billing February 2016 to November 2016 • Managing a team in preparation to production in terms of achieving good score including summarizing individual behavior towards work. • Responsible for molding agents in terms of coaching behavior/s targeting call handling and for future leaders. • Daily report sent to Operations for storing data and improvement. • Responsible for new hire certification. Convergys Philippines Services Incorporation Floor Support- Billing/Cable department April 2015 to October 2015 • Managing the production floor to target the required score in terms of sale, average handle time, and adjustments. • Responsible for securing the business in terms of manning agents to adhere scheduled working time. • Real time intervention on agents managing chat on every opportunity to deliver excellent customer service. • Daily report sent to Operations Manager for storing data and improvement. Convergys Philippines Services Incorporation eService Escalation (Customer Service Representative) – August 2010 to April 2015 • Responsible for the closing escalated issues with utmost priority with high accuracy. • Manages 5 sites in terms of Supervisory intervention. • Additional tasks- up train newly hired individual for the LOB. Convergys Philippines Services Incorporation Sales Representative- February 2009-July 2010 • Establish new account for new customer or for moving customer. • Provide best option work with the customer to find out what they need. Provide a solution to ensure smooth sales process. • Discuss thoroughly bill charges according to their subscription up to scheduling a technician visit to install. 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