John Paul Ofiaza

JOHN PAUL M. OFIAZA Technical Support Address: Laguna, Philippines 4026 Phone:- E-mail: - Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities Committed to maintaining professional relationship to increase profitability and drive business results. Focused customer relations professional skilled generation customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles. as well as passion for improving service delivery. enhancing knowledge and exceeding expectations. SKILLS Complaint Resolution Technical support Receiving Support Account Management Creative Problem Solving Professional Telephone Solving Multi-line Phone Talent Service Standard Compllance WORK HISTORY April 2014 Dec. 2015 SCOPEWORKS ASIA INC. Transcription Agent Job Description: Providing quality transcription of voice command to text. Accomplishing task with accuracy. Transcribing audio and video recordings accurately and efficiently. Reviewing transcriptions for accuracy and clarity. Ensuring that transcriptions are formatted according to company standards. Researching and verifying names, terms, and other information as needed. Feb. 2016 June 2016 TELETECH SANTA ROSA Customer Service Representative Job Description: Answered customer telephone calls promptly to avoid on-hold wait times. Reached out to customers offer completed sales to suggest additional service or product purchases. Facilitated inter-departmental communication to effectively provide customer support. Handled type customers in fast-paced type setting in coordination with solid team of number customer service associates. Responded to customer requests. offering excellent support and tailored recommendations to address needs. Met customer call guidance for service levels. handle time and productivity. Sep. 2016 April 2017 CONCENTRIX Customer Service Representative Job Description: Maintained customer satisfaction with forward thinking strategies focused on addressing customer support to internal and external customers Provided to customer requests for products services and company information. Offered advice and assistance to customers. paying attention to special needs or wants. Recommended products to customers. thoroughly explaining details. May 2018 Sep. 2019 IQOR SANTA ROSA Subject Matter Expert Job Description: Manages activities of new hires Agents to ensure effective performance. Provides motivation to Agents through individual interaction, goal setting, periodic meetings, and effective learning techniques. Responsible for coaching, development, and improving the confidence of new agents for the first 1-2 weeks of taking calls. Monitors agent calls and agent performance to identify training gaps. Responsible for partnering with other business leaders to ensure alignment, providing progress and evaluation of new hires Provides direction to Agents according to established policies and management guidance. Ensures that established goals and targets for the Agents are reached and motivates department to meet these goals. Utilizes trainee feedback about training course and nesting learnings. Maintains required Training forms (Class roster, training logs and other forms as determined on the program) Responsible for evolving training content and process to maximize graduation and sales performance of new hires. Oct. 2020 June 2024 ASURION Technical Support Job Description: Respond to customer inquiries and provide technical support via phone, email, and chat in a timely and professional manner. Troubleshoot technical issues reported by customers and work towards a timely resolution, escalating complex issues to the appropriate team or departments when necessary. Research, diagnose, document, and resolve technical issues related to software and hardware problems. Guide clients through step-by-step solutions clearly and concisely, ensuring their understanding and satisfaction. Keep accurate records of customer interactions, transactions, comments, and complaints, including details of actions taken. Follow up with customers to ensure their technical issues have been resolved and their satisfaction is met. Stay up-to-date with the latest technology trends and updates to provide accurate and effective technical support. Participate in ongoing training sessions to continuously improve technical knowledge and customer service skills. Adhere to all company policies and procedures, including data security and privacy guidelines, while handling customer information. EDUCATION PRIMARY Dita Elementary School Year:- SECONDARY Alternative Learning System Year:- TERTIARY STI College Calamba Course: Associate in Computer Technology Year: 2011 to 2013