Bugan Joy Liagon

BUGAN JOY M. LIAGON #43 San Carlos Heights, Irisan Baguio City, Philippines--_____________________________________________________________________________ OBJECTIVES: ● To broaden and explore other fields that would enhance all my skills and capabilities ● To prove the best of my abilities and knowledge within company’s rules and regulations. ● To be independent and be able to support my financial needs. Skill Summary: Communication Skills Computer/ Technical Literacy Personal Management Skills Interpersonal Effectiveness Strong Work Values Teamwork Leadership/Management Skills WORK EXPERIENCE: August 2016 to Current Customer Service Email and Chat Support Research Call Monitoring Specialist DirecTV BGIS- Sitel Baguio Philippines  Monitor and evaluate inbound calls in accordance with company policy regarding call quality standards.  Provide feedback regarding trends in variances of established quality guidelines, policies and procedures.  Maintain a thorough understanding of policy and demonstrate an ability to follow established processes and procedure.  Drives department process improvement efforts; recommends and implements enhancements to reduce risk and delinquencies.  Coordinate and facilitate call calibration sessions with the client, coaches and other supports.  Prepare and analyze internal and external quality reports for management review. May 2016 to July 2016 Customer Service Representative DirecTV BGIS- Sitel Baguio Philippines  Answer customer phone calls regarding their existing accounts.  Provide the best customer service experience in answering their billing and general inquiries.  Process changes on their account as per customers request (ex. card information, billing address, name, phone number etc..)  Uncover customer wants, interests and needs tying up the features, advantages and benefits of the company’s service.  Reselling or upselling .  Process basic troubleshooting and rescheduling of appointment. June 2014 to December 2015 Customer Service Representative DirecTV BGI- Convergys Baguio, Philippines  Answer customer phone calls regarding their existing accounts.  Educate customer about their billing and general inquiries.  Process changes on their account as per customers request (ex. card information, billing address, name, phone number etc..).  Provide the best customer service experience. INTERNSHIP: Love Radio Baguio City, Philippines 2012 – 2013 EDUCATION: Year Attended S.Y. 2010 – 2015 S.Y. 2006 – 2010 S.Y. 2000 – 2006 Course Bachelor of Arts in Mass Communication High School Elementary School Saint Louis University Saint Louis High School-Philex Philex Mines Elementary School