Jacques Navarro

Jacques Lloyd Navarro -- Cebu City, Philippines Customer Support Specialist crchrdn A self-starter, objective, determined individual with great attention to detail and compassion aiming to provide best-in-class customer service WORK EXPERIENCE EDUCATION Virtual Assistant US-based tutoring company BS Physics-Mathematics University of San Carlos Setup appointments for tutors and students Book rooms for testing Prepare digital copies of materials for testing Maintain libraries for all of company's digital books E-commerce support Process orders Provide customer service through Facebook Remote Chat/Email Support Specialist Handle support through chat and email for a mail application exclusive to iOS and macOS 06/2004 – 03/2008 Cebu City, Philippines Honors Graduated cum laude Consistent Dean's Lister- Recipient of the Department of Science and Technology Merit Scholarship- SKILLS Micromanagement Verbal and written communication Time management Critical thinking Calculation Floor Support Convergys Philippines Services Corp. 12/2016 – 04/2018 Cebu City, Philippines Effectively assist, coach and mentor a team of 15 agents Audit agent-customer interaction on a daily and weekly basis Monitor team and agent individual performance to ensure English Filipino continuous improvement Mentor-on-Duty Convergys Philippines Services Corp. 05/2015 – 12/2016 LANGUAGES Cebu City, Philippines Communicate and translate complex technical knowledge concisely and clearly to peers and agents Provide real-time assistance to Tier 2 TSRs via Inbound phone support, chat application or floor walking Conduct call backs to customers with unresolved issues Manage escalations to partner companies of the client. Assist and mentor/educate agents regarding general troubleshooting procedures. Direct agents to the correct knowledge articles to resolve the customer contact issue Senior Customer Service Associate Convergys Philippines Services Corp. 10/2008 – 05/2015 Full-time position for an Inbound Tier 2 Technical Support Representative (TSR) for the same ISP Customer Service Associate Convergys Philippines Services Corp. 04/2008 – 10/2008 Entry level for an Inbound Tier 2 Technical Support Representative (TSR) responsible for assisting customers with technical concerns on products and services from an Internet Service Provider based in the United States INTERESTS Physics Blockchain Astronomy Art Video games UX/UI Computers