Dizon, Jan Francis B.
10 Sinag St., Mandaluyong City
Contact number: (0956) 6670483
E-mail address: [email protected]

PERSONAL PROFILE:

Nick name: Francis / Jan Dee
Birth Date: January 08, 1987
Height: 5’4’’
Weight: 59 kg

EDUCATIONAL BACKGROUND:

College
Computer Science SY 2004-‘06
Infotech College
Shaw Blvd., Mandaluyong City, Philippines

High School
Mataas na Paaralang Neptali A. Gonzales
Nueve de febrero St., Mandaluyong City, Philippines

PROFESSIONAL BACKGROUND:

Concentrix

Communications Trainer
Training and Quality
July 8, 2019 – Present

-Product Support for a Financial Account
-Conducts Training Needs Analysis for proper support
-Continuous improvement trainings
-Weekly mailers for development

Technical Support Advisor – Apple, Inc.
L3 Support – iOS Tier 2
September 22, 2017 – July 7, 2019

-Technical support for iOS and MacOS products
-Accepts Sup calls from Tier 1 advisors
-Accepts unknown issues for iOS devices
-Directly reports to Apple Engineering for ongoing iOS issues
-Provide professional advise for set up and use
-Escalate ongoing issues for Mac

LTT Smartcharts Consulting, Inc.
Financial Adviser – Telesales PH
Independent Contractor
April 3, 2017 – July 2017

-Warm outbound sales
-Advise financial aspects
-Sell forex software to beginners

Uber Systems, Inc.
Customer Operations Expert
August 15, 2016 – April 16, 2017

-Responds to Driver-Partners who are asking assistance in processing their application with Uber.
-Upload / approve documents Driver-Partners submit.
-Business caters to Australian partners and drivers.
-Buffered to assist in Rider complaints.
-Started working on our chat support.
-Assists newbies in answering tickets.
-Checks document validity through secure government servers
-Work closely with TLs and QAs for new issues and training opportunities

Acquire Asia Pacific
Correspondence Team Lead (Dodo Australia) – Customer Support
December 20, 2010 – September 2014

-Managed nine members for an Australian telecommunications company. We specialize in corresponding to our client’s customers who used either email, chat and/or social media such as Facebook and Twitter to reach out for certain service concerns.
-Reported to my clients directly through email and phone regarding the day’s tasks, difficulties and trends.
-Deployed new agents in replacement of promoted staff to new seats.
-Monthly reporting of new issues, statistics, trends, etc. directly to Australian clients.
-Presented proposals to address current changes in processes.
-Managed employee promotions in coordination with the client and Human Resources.
-Real-time monitoring of phone calls, emails, chat history and social network replies of agents and addressed with real-time accuracy.
-Served as Quality Assurance officer of my team to determine certain agent attitude towards work and customers.
-Personally trained aspiring leaders for either Customer Service, Escalations or different LOB.

Sutherland Global Services
Customer Service Representative (PayPal NA)
June 15, 2009 – February 2010

-Trained for Paypal Support and their system to accept both emails and phone calls alternately.
-Took in calls and emails for billing and assesses accurately with intent to resolve in first contact.
-Most inquiries are about payment transactions, account information, funds withdrawal / funds transfer update.

eTelecare Global Solutions
Quickbooks Accounting Software and Dell HW Warranty
August 2007 – August 2008

Dell HW Warranty – Tech Support
-Trained in computer hardware technology, parts and its uses and troubleshooting.
-Took in inbound calls for Dell Hardware Warranty queue and followed troubleshooting steps in detail.
-Forwarded accounts with no warranty to our Sales Team.

Quickbooks Accounting Software – Tech Support
-Trained in basic accounting terms and uses.
-Took in calls for basic business accounts and used probing questions to assess issue and provide appropriate response and troubleshooting steps.
-Forwarded routed calls from large businesses to our Enterprise Division for appropriate support

CHARACTER REFERENCE:

Kristian Pana
Virtual Assistant / Independent Contractor
09471159837

Ivonne Poblete
Collections Officer – BPO Industry
09275236329

Curly Mabilangan
Operations Manager – Acquire Asia Pacific
09177907566