Jake Sonnie Boy Ligutan

Jake Sonnie Boy B. Ligutan 1139 Int. 48 Antipolo St. Tondo, Manila --====================================================================================== Career Objective Team Leader for more than 6 years with a total of 12 years of experience working in the BPO industry, Impeccable written and verbal communication skills and excellent interpersonal skills. My goal is to obtain a position as a Team Leader in a company where I can maximize my interpersonal and management skills to improve customer satisfaction, quality assurance, and overall customer experience by leading a group of people that shares the same passion and vision with me. Summary of Qualifications ● ● ● Customer Service and relations (Inbound/Outbound sales/Up selling, Account and Billing, Technical Support) Detail Oriented and Organized Complaints management and Escalations Professional Experience Etelecare Global Solutions May 2007 – June 2009 (RCI Speedway) ● ● ● ● ● ● Maintain excellent customer service skills and a proven record as a top sales performer Excellent problem solver with strong sales analysis and reporting skills. Located and rectified problems and troubles on customers’ accounts which require thorough research work. Examine all relevant particulars thoroughly pertaining to each and every problem; apply a suitable solution and notify the customer.. Sales audit. Call monitoring for feedback to help fellow agents Teletech Customer Care Management Philippines, Inc March 2010 – February 2017 (Telstra Residential Billing and Consumer Moves) ● ● ● ● ● ● ● ● ● Manages a team of 15 or more people that provides world class customer experience Initiates one on one coaching sessions for each agent once every week. Receives escalation and complaint calls from dissatisfied customers. Initiates weekly team huddle to discuss current scores, strengths and challenges for the week. Monthly, biannual and annual performance review for each consultants. Facilitates training and up-training for agents in operations Performs recruitment tasks depending on the need of the account. Call Evaluation and weekly call calibration with the quality and training team. Leads the account’s Basketball Team. Intelenet Global Solutions February 2017 – November 2018 (Belong Technical Support team and Billing team) ● ● ● ● ● ● ● ● Manages a team of 15 people that provides world class customer experience Initiates one on one coaching sessions for each agent once every week. Receives escalation and complaint calls from dissatisfied customers. Facilitates training and up-training for agents in operations Performs recruitment tasks depending on the need of the account. Call Evaluation and weekly call calibration with the quality and training team. Performs TL phone time of 2 hours every week. Part of Learning and Development Champions Cognizant December 2018 - Present (Google Home) ● ● ● ● Manages a team of 14 people providing World class customer experience Initiates one on one coaching sessions for each agent once every week. Receives escalation and complaint calls from dissatisfied customers. Call Evaluation and weekly call calibration with the quality and training team. Educational Background Polytechnic University of the Philippines BS Entrepreneurship 2015 to Present Seminars Attended Topic Year Venue Our customer connection 2013 Sofitel convention hall Right and Delight Customer experience 2015 F1 Hotel Complaints management 2016 Richmond Hotel Root Cause Analysis 2017 5Ecom Mall of Asia Complex Personal Information Name : Jake Sonnie Boy B. Ligutan Date of Birth : September 20, 1985 Place of Birth : Manila Religion : Roman Catholic Citizenship : Filipino Spoken Language :​ English, Filipino Sex : Male Civil Status : Married Character Reference: ● Marie Wilhelminna Regio Intelenet Global Services Senior Operations Manager - ● Justin Cayanan Cognizant Operations Manager - I hereby certify that the facts contained in this resume are true and correct to the best of my knowledge. Jake Sonnie Boy B. Ligutan Applicant