EL CID JOHN LEGASPI
Dededo,Guam
Summary
I'm an organized and dependable candidate successful at managing multiple priorities with a positive attitude and willingness to take on added responsibilities to meet team goals. A hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level position. Ready to help the team achieve company goals. I am seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
I have already worked with major corporate clients to identify and address needs. Delivers high-impact, dynamic product presentations to drive revenue growth.
Overview
11
11
years of professional experience
Work History
Outreach Communications Executive
Accelerate Agency
10.2021 - Current
- Works closely with clients in scaling their SEO and content marketing goals
- Worked with clients such as Dialpad, RingCentral, Vonage, OnlyDomains, Global App Testing, etc
- In charge of a team that handles specific client concerns and conducts daily meetings for the team to make sure the goals and priorities for the day are met and prioritized
- Double-check the work done by each member of my team before proceeding to other main tasks as an Executive
- Responds to multiple domains through email using our platform called 'Pitchbox'
- Making sure that all complex concerns raised by multiple domains are raised to the respected clients for resolution
- Updates numerous sheets and entries in our database platform called 'Airtable'.
- Boosted brand visibility by developing and implementing strategic communication campaigns.
- Streamlined internal communications for enhanced employee engagement and productivity.
- Collaborated with cross-functional teams to deliver cohesive marketing and communication materials.
- Mentored junior team members in best practices for effective corporate communications.
Virtual Assistant
3 Tone Enterprise
09.2020 - 09.2021
- Order fulfillment focused on processing orders in Amazon required to meet client needs
- Data entry tasks related to fulfilling orders
- Booking 'Roadie Gigs' for same-day delivery orders
- Taking inbound calls for customers following up regarding their orders
- Making outbound calls to customers or stores regarding order status or other related matters
- Researching for products that are in great value that can be a great asset for the company’s growth
- Creating labels for orders to be processed using multiple couriers like DHL, FedEx, USPS or UPS
- Doing other related tasks assigned by the client to meet business needs.
- Facilitated smooth operations with proficient data entry and document management for various projects.
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
- Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
Email and Chat Executive
Love Fusion
04.2020 - 03.2021
- Enhanced customer satisfaction by efficiently addressing and resolving email inquiries.
- Streamlined response times for chat support, effectively reducing customer wait time.
- Managed high volume of emails daily, ensuring timely responses and resolution of issues.
- Collaborated with team members to provide seamless support to customers across multiple channels.
- Provided detailed feedback on common customer concerns, aiding in the continuous improvement of products and services offered.
- Maintained a professional tone while composing clear, concise, and grammatically correct responses to customers via email and chat platforms.
- Supported sales team by answering product-related inquiries via email and chat, contributing to increased conversion rates for potential customers.
- Identified opportunities for upselling products or services during live chats based on expressed customer needs or concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Improved efficiency by creating templates for frequently asked questions and common issues encountered by customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Billing Support Representative
Foxtel Australia (Teleperformance Inc.)
04.2020 - 09.2020
- Communicating via Email or call for billing about customer's individual accounts
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
- Adapted swiftly to changing industry regulations and company policies, ensuring continued compliance with all relevant guidelines pertaining to the billing function.
- Enhanced overall customer satisfaction levels by providing prompt, professional, and empathetic support for all billing-related concerns or queries.
- Demonstrated proficiency in utilizing various billing software programs and tools, adapting quickly to new technologies as they were introduced.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Enhanced billing accuracy by thoroughly reviewing and rectifying discrepancies in customer accounts.
- Provided exceptional customer service by promptly addressing and resolving inquiries related to billing issues.
- Collaborated with team members to identify areas for improvement within the billing department, resulting in increased productivity.
- Reduced customer complaints by consistently providing accurate and easy-to-understand invoices, maintaining clear communication throughout the billing process.
- Assisted in training new employees on company-specific billing practices and software, expediting their integration into the team.
- Worked with multiple departments to check proper billing information.
- Monitored customer accounts to identify and rectify billing issues.
Technical Support Representative
Telstra Supersite Australia (Teleperformance Inc.)
09.2017 - 04.2020
- Provided answers to clients through phone, chat and email by identifying problems, researching answers and guiding clients through corrective steps
- Identified and escalated priority issues per client specifications
- Delivered service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Diagnosed and troubleshot hardware, software and network issues.
- Generated reports to track performance and analyze trends.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Continuously updated personal technical knowledge through participation in trainings and seminars
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Offered alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
Quality & Operations Specialist (QA Head)
Globe Telecom
05.2016 - 09.2017
- Apply data collection and analysis tools to develop, recommend, support, and implement quality improvement processes
- Responsible for maintaining equipment and networks that provide interactions between data and voice communications
- Monitors sales activation of mobile lines & data connection
- Monitors broadband application once it’s endorsed for installation
- Provide day-to-day routine to advanced end-user support; answer/resolve the requests for telecommunications
- Creates and dispatches the verification case to Order Management w/ complete attached and documents
- Performs end-to-end encoding of orders in MyBSS for the approved applications
- Helps out in fulfillment of pending/ open cases for monitoring
- Provide advice in areas of technology support, requirements, and capabilities, including anticipation of future requirements and resolution of potential problems
- Diagnose technical hardware and software issues involving internet connectivity, email clients, and more
- Stay current with system information, changes, and updates with the systems used for activation & checking
- Assess effectiveness to ensure the incorporation of taught skills and techniques into employees' work behavior
- Provided training for new hires, fostering a supportive learning environment conducive to success in their roles.
- Monitored KPIs closely, taking corrective action when needed to maintain high standards of performance within the department.
- Spearheaded cross-functional initiatives aimed at improving overall business performance through streamlined operations.
- Tracked and analyzed reports to determine needed improvements.
- Collected, arranged, and input information into database system.
- Educated staff on organizational mission and goals to help employees achieve success.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Collaborated across departments to identify opportunities for process improvements and increased efficiency.
Telecommunications Administrator
People 4 People (Globe Telecom)
10.2014 - 05.2016
- Responsible for maintaining equipment and networks that provide interactions between data and voice communications
- Monitors sales activation of mobile lines & data connection
- Improved network efficiency by implementing and managing telecommunications infrastructure.
- Streamlined processes by automating routine tasks through scripting and programming techniques.
- Create the help desk tickets and log details of the request
- Issues that are not resolved are escalated to vendor support or higher tier IT staff or supervisor
- Review, evaluate, and make recommendations on subscriber’s application form after checking every submitted requirement
- Systematically checks new and existing subscriber’s records to avoid possible complications
- Diagnose technical hardware and software issues involving internet connectivity, email clients, and more
- Reviewed and transmitted all applications; responded to compliance reports and updated other reports.
- Followed standards and procedures to maintain safe work environment.
- Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
IT Support (On Job Trainee)
Philippine Health Insurance Corporation
07.2013 - 09.2013
- Enhanced trainee experience by developing comprehensive orientation programs and hands-on training sessions.
- Increased trainee retention rate by conducting regular check-ins and providing constructive feedback.
- Developed strong working relationships with other trainees, fostering a supportive learning environment
- Conducting work in the Tech Support Department
- Conducting work in the Helpdesk Department
- Performs other related tasks that may be assigned
Education
Bachelor of Science - Information Technology
Our Lady of Fatima University
Quezon City, Philippines03.2014
High School Diploma -
Our Lady of Fatima University
Quezon City, Philippines03.2010
Skills
- Team Leadership
- SEO Optimization
- Strategic Planning
- Community Outreach
- Email Marketing
- Data Entry
- Schedule Coordination
- Customer Service
- Decision-Making
- Problem-Solving
- Contact Database Management
- Team Development
Skills Interests
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Internet browsing software & applications
- Knowledge in Amdocs Business Support Systems (MyBSS) web tool for line activation
- Other systems used in our company such as ICS, CNDB, etc. that are used to check details of a particular account
- Familiar in using Google Drive related applications (Sheet, Word, etc.)
Languages
English
Native or Bilingual
Essential Skills
- Ability to monitor deadlines and performance in-line with appropriate programs
- Flexibility, excellent attention to details, ability to identify key issues and manage an environment of regular change
- Function as a resourceful and proactive team member
- Able to work independently under tight deadlines and high pressure environment
- Strong organizational skills, with attention to detail and the ability to prioritize to meet deadlines and schedules
- Strong analytical skills, ability to work with complex issues and detailed information
- Ability to see problems as opportunities and to manage well under pressure
- Good judgement and decision making skills
- Ability to communicate effectively both in writing and speaking and convey complex information in an easily understood format
- Intuitive with outstanding interpersonal influencing and communication skills able to develop and motivate others
- An assertive completer finisher with high level personal presence and credibility
Personal Information
- Date of Birth: 07/16/93
- Gender: Male
- Nationality: Filipino
- Marital Status: Single
- Religion: Roman Catholic
Training
- 02/11/2015, CAPP Consumer & SG Certification, Unit A414, Level 4, Eastwood Mall, Eastwood City, Cyberpark, E. Rodriguez Avenue, Bagumbayan, Quezon City, Metro Manila
- 10/10/2014, CAPP Consumer & SG Training, UG/F Tower 1, Globe Telecom Plaza, Pioneer Street corner Madison Street, Mandaluyong City, Metro Manila, Philippines
- 10/06/2014, MyBSS Navigation Training, UG/F Tower 1, Globe Telecom Plaza, Pioneer Street corner Madison Street, Mandaluyong City, Metro Manila, Philippines
- 02/28/2013, Career Enhancement Program and IT Forum with the Theme, 'Career Enhancement through Practical Knowledge and Skills', Our Lady of Fatima University Auditorium, Quezon City, Philippines
- 09/25/2012, One Step Ahead! Leadership Seminar, Our Lady of Fatima University SJB Auditorium, Quezon City, Philippines
- 09/24/2013, TechTutor 5 'The Gamification of Education', Mall of Asia Arena, Pasay City, Philippines
- 09/19/2013, 11th Philippine Youth Congress on Information Technology, SMX Convention Centre, Pasay City, Philippines
Timeline
Outreach Communications Executive
Accelerate Agency
10.2021 - Current
Virtual Assistant
3 Tone Enterprise
09.2020 - 09.2021
Email and Chat Executive
Love Fusion
04.2020 - 03.2021
Billing Support Representative
Foxtel Australia (Teleperformance Inc.)
04.2020 - 09.2020
Technical Support Representative
Telstra Supersite Australia (Teleperformance Inc.)
09.2017 - 04.2020
Quality & Operations Specialist (QA Head)
Globe Telecom
05.2016 - 09.2017
Telecommunications Administrator
People 4 People (Globe Telecom)
10.2014 - 05.2016
IT Support (On Job Trainee)
Philippine Health Insurance Corporation
07.2013 - 09.2013
Bachelor of Science - Information Technology
Our Lady of Fatima University
High School Diploma -
Our Lady of Fatima University
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