Joan Ignacio

Email: [email protected]

Mobile#: (+63) 943-413-2535

EDUCATION AND TRAINING

TERTIARY:

University of the East, C.M. Recto Manila. 1996-2000

Bachelor of Science in Business Administration, Major in Business Management

SECONDARY:

Roosevelt Collage, 1992-1996
Sumulong Highway, Cainta Rizal

ELEMENTARY:

Immaculate Conception Parish School, 1984-1992
Lantana Street, Cubao Quezon City

EXPERIENCES

Data Aggregation Specialist> Upwork.com

May 2016 – Jan 2018 (1 year and 7 months)
Home-based/Online

Responsibilities:

·        Input parking rates into a backend database for up to 10 hours per day, 6 days a week.

·        Perform calculations and apply complex logic to determine the proper structure to apply while inputting.

·        Work with on-the-ground data collectors in the USA to clarify ambiguities.

·        Correspond with parking facility attendants and managers to clarify rate schedules/structures.

·        Search, map, & confirm location coordinates using online map services (Google Maps & Bing Maps)

·        Use various online tools to search and identify possible locations in preparing for the Europe expansion

·        Renders quality assurance/checking for new reps

·        Make sure the events that affect pricing/rates are accurate and up to date

·        Familiar with Tools such as: Slack, Upwork tracker, Google sheets, Google Docs, Google Slides, Trello, Google Hangouts, Gmail, Google Maps & Bing Maps, BP Admin (internal tools), SnagIt, TeamViewer.

Chart Retrieval Specialist > Altegra Health Philippines, Inc.

August 18, 2014 – October 18, 2014 (3 months)

17th floor Picadilly Star Bldg., 4th Avenue, Bonifacio Global City Taguig

Responsibilities:

●       Work as an Outbound Customer Service Representative for a company based in the U.S that provides medical records retrieval services for different insurance companies.

●       Responsible in coordinating with individual physicians, medical groups and hospitals to ensure necessary follow through in retrieving medical records.

●       Maintain systematic and quality service using good work queue management to ensure proper and timely accomplishment of goals, extending excellent customer service approach by presenting friendly and professional demeanor.

●       In charge of handling a high volume of continuous telephone calls in which we gather needed information in a timely and organized manner, performs multiple tasks simultaneously, maintains productive and responsible work ethics when working independently; and at the same time, collaborates with team members to meet daily production expectations and uses appropriate judgment in upward communication to resolve customer issues.

CSR – Data Entry > Sykes Asia Inc.

Prudential IT Account

June 23, 2014 – July 25, 2014 (2 months)

26th floor Robinsons Summit Center, Ayala Avenue Makati City

Responsibilities:

●       Did inventory for special project requested by Prudential client with Sykes

●       Focuses on Checking/Quality Assurance

●       Audits data entry works on all media

●       Ensures that the data entry process is done correctly

Technical Support Representative (Level 3) > Convergys Philippines Services Corp.

(Hewlett-Packard Account)

September 2011 – October 2012 (1 year and 2 months)

MDC 100 Building, C.P. Garcia corner Eastwood Avenue, Bagumbayan Quezon City 1100

Responsibilities:

●       Provides first line phone technical assistance for home and home office (Hewlett-Packard) HP printer consumers and users.

●       Handles customer problems, complaints and suggestions arising from different HP products.

●       Ensures customer needs and expectations are satisfied

●       Suggestive selling of HP products such as computer, laptops, printers, software, inks and accessories.

Senior Technical Support Engineer (Level 1) > Sykes Asia Inc.

(Microsoft Account)

February 11, 2002 – August 26, 2011 (9 years and 7 months)

Sykes Asia, Inc, Ground Floor, Kpoint. Bldg. Aurora Boulevard. Ortigas, Quezon City.

Responsibilities:

•      Handles customer’s problems arising from various products supported

•      Accountable for providing a response to the customers of our clients

•      Provides first line email customer service.  Accepts inbound emails.

•      Ensures that all communication with customer is within the guidelines of the client

•      Demonstrates a strong customer service orientation and takes responsibility for follow up to insure customer needs and expectations are satisfied

•      Follows prescribed problem resolution procedures

•      Handles customer’s product usage questions

•      Properly escalates product issues that are irresolvable and not available on the knowledge base

•      Ensures that cases and/or follow-ups are logged in accordance with the Data Quality guideline

•      Reaches and maintains the level of customer service skills as required for the post

•      Ensures that all data is collected accurately

•      Ensures that service levels are achieved as communicated by the Account Manager and/or Account Supervisor

•      Continuously improves product know-how

•      Adheres to Microsoft and company policies

•      Makes sure that schedule given is adhered to

•      Attends trainings, workshops, seminars, and focus group discussions scheduled by the team

•      Contributes to other projects if requested like:

1.    Side by Side and round table with Client visits to discuss current issues and possible solutions

2.    Subject Matter Expert (L2) Apprentice; in-charge with escalations of agents (L1).

3.    Queue Manager; monitors 100% service level (assigns service ticket to agents and ensure they answer them within the day to meet 100% service level)

4.    Answers escalations from L2 and cases from L3 if they are not available

Customer Service Representative > Affiliated Electronics Service Corp.

Dec 2000 — March 2001 (4 months)

Sheridan Street, Ortigas Avenue Pasig City

Responsibilities:

●       Receive units to be repaired from dealers and end-users

●       Prepare quotations and fax them to customers for confirmation

●       Inform customers to get their repaired units

●       Prepare invoices and receive payments for units to be released

●       Log field services to be scheduled by section heads

●       Answer phone calls

Trainee  > Social Security System

June 1999 – October 1999 (4 months)

Lawton, Manila

Responsibilities:

•      Filling and organizing documents

•      Assists on giving out forms to SSS members

•      Answer phone calls

Store Activity Representative > McDonalds

1996 — October 15, 1999 (3 years+)

Marcos Highway, Cainta Rizal

Responsibilities:

•      Customer Assistance

•      Distribution of Premiums

•      Handling Customer Complaints

•      Acting as the Store Manager’s eyes and ears in the lobby

•      Collecting contacts for the store

•      Sales building (includes birthday parties, delivery service, responsibility for POP and collaterals, implementation of in store and market wide promotion, and communication with manager/crew on market wide activities)

References:

To be furnished upon request