Objective
To obtain a position where I can utilize and maximize my
previous job experiences on the field of Customer Service,
Technical Support, Quality Control, Management skill in
Business Process Outsourcing.
Summary of Qualification
CARLO
JASON
Y.
MIRALLES
068 San Gabriel Street, Corner Pag-Asa
Street, Buhangin, Davao City,
Philippines 8000.
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Proficient in using spreadsheet software such as Microsoft Office,
Excel and PowerPoint.
Proficient in conversing in English and knows basic Mandarin and
Cantonese for I went to Davao Central High School or formerly
known as “Chinese School” in Davao City.
Proficient in both Computer Hardware and Software application
and troubleshooting.
Has a strong background and understanding on the BPO
(Outsourcing) industry.
9 years of solid experience in both Technical Support and
Customer Service field in the Business Process Outsourcing
industry.
Gives full attention to details.
Willing to adopt and share best-practices with the team.
Recognizes sense of urgency in any type of work.
Ability to work flexible hours and willing to work even on
weekends and holidays.
Experience
2015 – 2016 / Getaround (Car sharing Service)
Customer Happiness Agent
Getaround operates in San Francisco, Berkeley, Chicago, Oakland,
Portland and Washington D.C.
As Customer Happiness Agent in Getaround, I provide exceptional
Customer Service and Technical Support to both car renters and
owners alike.
I assisted car renters in locating their car, jump-starting their car
battery by sending tow or road assistance, transferring them onto
a better car, providing discounts for their lost time and
inconvenience.
I assisted car owners in filing damage claims, comprehensive
billing investigation, processed tolls, renter parking violations and
auto-theft issues.
Other carsharing company that competes with Getaround is Uber,
Lyft, ZipCar and City Carshare.
Getaround's official website is https://www.getaround.
2011 – 2015 / VXI Global Holdings Inc.
Customer Service Representative
A member of the pioneering batch in AT&T Uverse account in VXI
Davao. (2011).
Accepts inbound calls from AT&T Customers regarding their
difficulties with our product or services with best Customer
Service experience.
From the date of hire, I took in calls for 3 months then was
promoted to a Subject Matter Expert.
Senior Account Specialist
Supported multiple Agents, Teams, Divisions and Clusters on the
production floor during the stay in the company as a Senior
Account Specialist.
Performed multiple necessary Tech-updates, Training and
Huddles to Teams, Agent, Divisions and Clusters ensuring all are
calibrated to the recent changes the services offers to our
Customers.
Performed developmental coaching such as proper delivery of
call-flow and call-handling to Agents in order to reach both
internal and external “client-mandated” targets.
Laboratory Specialist
Facilitated classroom activities during training of newly-hired
employees.
Assisted Trainees / Nesters on their web-based exercises.
Facilitated multiple Laboratory activities or Hands-On activities to
either bridge the product-knowledge gap or apply new techniques
with our CPE (Customer Premise Equipment).
Assisted the Trainer in discussing Training Modules and proper
tool usage.
Conducts Laboratory Certification Exam to On-boarding Agents as
their eligibility to be endorsed to Operations. (Toll Gate).
Attended Client conference calls for weekly product and process
updates in AT&T via AVAYA phone. We call it UCC updates.
Pre-Install Up skill Trainer (Special Project)
Trained the first batch of Agents from Technical Support to
Preinstall Line of Business in VXI.
Trained Preinstall Agents whose task is to be receiving a new type
of call from customers which U-verse service is not yet installed.
The new inbound call may vary from order inquiry, billing support,
rescheduling of appointment, dispatch appointments, progress on
the outside premise repairs from Engineering, Maintenance and
Facility Departments.
Escalation Desk Specialist
Handles escalations calls received by regular Pre-install Agents by
our Customer which varies from follow up call, rescheduling of
appointment,
2011 / CitiBank Inc.
Telemarketer
Performs outbound calls to any private or public individual that
has potential or is qualified to apply for credit card or loans. We
generate our daily leads/contacts through the white and yellow
pages of local phonebook or through the internet.
2008 – 2011 / Sutherland Global Services
Technical Support and Customer Service Representative
Inbound Technical Support / Customer Services Representative
Customer Service Representative
Billing Representative
Sales Representative – Functions as Sales Back Office.
Education
2003 – 2007 / Ateneo de Davao University (ADDU)
Bachelor of Science in Information Management
*Character references available upon request
