Guillermo Jaravata Jr.

Guillermo G. Jaravata Jr. 18 St. Peter Rd.URDHI Compound, Dominican Hill, Baguio City 2600 | - |-| Skype ID: gimo.jaravata | https://www.linkedin.com/in/guillermo-jaravata-69336b2b6 Profile Motivated, professional with several years of call center experience and 3 years of self-taught IT skills. An accumulated 8 years experience with the BPO industry. 4 years of Project Management and administrative tasks and human resourcing and a proven track record of working as an Executive Assistant and Team Leader. Flexible, versatile and able to maintain a sense of humor under pressure, a workaholic. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team building and communication skills. Skills Summary: Excellent spoken and written English SOP and technical writing Graphic Design Adobe Illustrator and Photoshop Research and reports Process development and automation Gantt Charts Email Handling and Management MS Office /MS Sharepoint/MS 365 Siebel RTM Customer service Freshdesk Basecamp Google Apps Monday.com Kayako Lodgify Shopify Asana Process Mapping Salesforce Human Resources Klaviyo Live Chat Zip Recruiter ShipHero Prisync Moodle Professional Experience and Employment History: Achieve Test Prep LLC (May 2019 to Mar 2024) Project Manager - Human Resource Specialist (May 2020 to Mar 2024) ● ● ● ● ● ● ● ● ● ● Coordinates and collaborates with project stakeholders and staff to analyze and document best practices and operational procedure. Collaborates with the company leadership team to assist with the execution of key initiatives. Supports the implementation of process improvement projects including project planning and issue management. Conducts research, analyzes information, summarizes results & makes recommendations on business topics assigned. Creates cross-departmental new hire training materials and/or programs, including videos used for training and inter-department processes. Develop processes to streamline operation such as but not limited to automation, operating procedures and workflows Provide counseling to policy outliers, personalize action plans and monitor policy adherence. Assist in filtering potential candidates for inter-department hiring and provide feedback to the hiring manager. Develop and implement new hire training modules and oversee the successful completion of each. Moodle administration for training new hires Helpdesk - Retention Customer Service ( May 2019 to Apr 2020) ● ● ● ● ● ● ● Troubleshoots computer and mobile devices issues that customers have when accessing. Adobe Connect online platform, Moodle LMS, and other websites. Assist customers in installing software/ apps for different operating systems and mobile devices (Windows, Mac, Chrome OS, Android, iOS). Guides customers on resolving technical difficulties over the phone (audio issues, connectivity problems, etc). Remotely connect to the client’s peripheral to completely assess the issue and utilize remote access tools for quick and efficient resolution. Provide excellent customer service. Present alternatives to clients in the attempt to keep their service and not to cancel. 27 intouch (Mar 2018 to May 2019) Team Leader/Manager ● ● ● ● ● ● ● ● ● ● ● ● Answer inquiries from Airbnb users. Investigate and resolve issues raised by Airbnb users. Liaise and mediate between Airbnb hosts and guests. Orient Airbnb users on the policies and rules. Conducts daily/weekly/monthly quality audits of team members' work on different lines of businesses, i.e. call recordings, email and chat transcripts, real-time side-by-side monitoring, etc. Coaches, trains, and develops team members on a weekly basis or whenever necessary to achieve efficiency and quality performance results including periodic updates received from clients. Gathers raw data per account in line with performance or quality to be submitted to the Process solutions Department that will be transcribed into a reporting format in order to develop action plans to address identified challenges. Identifies possible internal team conflicts and takes measures as needed following business-standard practices to avert potential crises that may arise. Records and maintains the team's individual and overall performance for reporting purposes based on their manager's advice. Develops, manages, and monitors KPIs and drives the team to work in meeting and exceeding the expectations of clients. Conducts employee engagement to drive the team's overall performance productivity, reliability, and quality; works well with Management to make sure all retention efforts are exhausted in minimizing turnover rate. Monitors and observes the agent's behaviors while on the production floor and to be agile in escalating to HR any deviations for progressive disciplinary action. Interdyn AU LLC (Sept 2015 - Feb 2018) Executive Administrative Assistant ● ● ● ● ● ● ● ● ● ● ● ● Provide after-sales customer support for issues concerning Audio Visual products such as high end amplifiers, network speakers, projectors, turntables, digital radios, and accessories via email and chat correspondence. Act as a liaison between customer and service technicians. Product Quotation and invoicing Reports Generations Gather Leads for sales and forward all credentials to the Sales Manager Back-end Technical specification research. Shopify administration. eBay and Amazon posting and management. Prisync administration. Ticket management via various CRM tools such as Freshdesk and Salesforce. Schedule meetings for the CEO and major stakeholders. Create product catalogs/ brochures/ Invites for social events and product launches. ● ● ● ● ● Wordpress administration. Accomplish tasks requested by the CEO. Organize managers’ calendars and manage contact lists. Manage shipping, tracking, and managing return orders via ShipHero Communicate with customers and dealers via Klaviyo SMS 24 Seven Talent Makati - Time Warner Cable (Oct 2010 to Aug 2015) Technical Support Representative Level/ Tier 2 ● ● ● ● ● ● ● ● ● ● ● Internet connectivity troubleshooting, configuration of client’s equipment to connect to the internet via modem/ DSL Router for DSL clients. Configure software to connect to Internet application servers. Provide training to clients in the use of systems and applications as related to the internet. Obtain general understanding of OS and application operations related to company offered services. Identify and correct or advise, on operational issues in client computer systems. Support internet connectivity issues for one computer and multiple computers LAN and WAN connections. Ensure customer quality service and customer satisfaction and first call resolution. Knowledge of Windows operating systems including Linux, iOS, and mobile applications. Modem Provisioning and activation using ICOMS Upselling services to a higher tier of speed. Responsible for escalating issues to Tier III such as DNS and DHCP issues. Setting an appointment for technician dispatch as a last result for no connectivity issues. Self Employed, Baguio City (Sept 2009 to Sept 2010) Layout artist / Web Page designer ● ● Layouts and designs individual and company web pages according to their specifications and requirements. Uploads HTML files and maintains web servers for any changes or updates. SITEL Baguio - AT&T Southeast Asia (Sept 2006 -Sept 2009) AT&T Southeast Yahoo Escalation Team/customer service /technical support/helpdesk specialist ● Responsible for inbound escalation calls from AT&T Tier 1 and Tier 2 agents from all ● ● ● ● ● ● ● ● ● ● ● ● ● global centers of AT&T including dial-up, high-speed broadband internet (Residential and Business) accounts. POP, IMAP, and SMTP configuration for web-based emails and PC based email clients. Responsible for issue referral to yahoo Tier 3 engineers. Provide contacts and addresses import and export with most email clients (all versions of outlook, outlook express, Eudora, mac mail, etc.) Mail client troubleshooting including send and receive issues, corrupted inbox/es. Responsible for checking mail delays and duplicates. Assisting customer and Tier 1 agents configure filtering and multiple mail setups. Restoration of missing emails and contacts. Handles database changes like date of birth, security answers, and passwords. Provide email client and webmail upgrades to the most updated version. Responsible for mail forwarding, configuration, and spam mail blocking. Responsible for assuring the validity of every call transferred and escalated. Remote control tool used for chronic cases and advanced troubleshooting. Providing outstanding customer satisfaction. AT&T high-speed internet home networking team/customer service /technical support/helpdesk specialist ● ● ● ● ● ● ● ● ● ● ● ● ● ● Provide client support and technical issue resolution via E-Mail, phone, and other electronic mediums. Configuration of client's equipment to connect to the Internet via modem/DSL Router. Configure software to connect to Internet application servers. Provide training to clients in the use of systems and applications related to the Internet. Obtain general understanding of OS and application operations related to company offered services. Identify and correct or advise, on operational issues in client computer systems. Responsible for supporting internet connectivity issues for one computer and multiple computers (mostly LAN connections). Ensure customer quality service and customer satisfaction. Installation of third-party software like browsers, FTP clients, and AT&T Internet security suite AT&T internet security installation and slow internet speed troubleshooting. Plug-in installation such as JAVA, Adobe Flash, Active-X, Direct-X controllers and Macromedia Shockwave. Knowledge of operations systems such as Linux, Windows XP and Windows mobile. System restoration and Firewall configuration. VPN, VOIP troubleshooting. Ensures Total Customer satisfaction and first call resolution. Web page lay-out artist/computer technician (May 2003-Oct. 2005) Self Employed ● ● ● ● ● ● ● ● Designs web pages on an “on-call “basis depending on customer's specifications and preferences. Digital image enhancement and restoration. Audio and video editing. Set up small office networking. Operating systems installation and PC Formatting. Computer repairs including hardware upgrades and replacement. Small office LAN networking. Data backup and recovery Baguio Chinese General Hospital (Mar 2001-Feb 2003) Staff Nurse ● Record and maintain accurate documentation of their patients' health to ensure they receive the proper treatment Administer medications and treatments as ordered by the physician ● Collaborate with teams for patient care ● ● Nurses must carefully monitor and observe their patients to record any symptoms or relevant information Provide support and advice to patients ● Educate patients about how to manage an illness ● Operate medical equipment ● ● Act as advocates for their health and overall well-being of patients Provide basic bedside care ● Act as liaison between the physician and patients’ immediate family/ next of kin ● Millenium Home Owners Association Inc (Jan 1997-Feb 2000) Onsite Clinic Nurse ● ● ● ● ● ● On-site basic life support nursing. Responsible for medicine inventory and dispensing. Referral of manual laborers to an accredited health facility. Responsible for assuring work area safety and monitoring work hazards. Acts as a liaison officer for workers and their health benefits. Responsible for medicine and stock purchases. Educational background: Pines City Colleges – Baguio City, Philippines Bachelor of Science in Nursing, 1995; Registered Nurse 1997 Saint Louis University – Baguio City, Philippines Bachelor of Science in Engineering 1989 – 1991 Personal Information: Civil Status: Single Date of Birth: July 27, 1972 Place of Birth: Ilocos Sur, Philippines Height and Weight: 5’7” , 150 Lbs Nationality: Filipino