John Rey
Hernandez
TEAM LEADER FOR OPERATIONS
Work History
TECHNICAL SUPPORT
TELETECH | 2013 - 2015
Phone & Chat Support for Internet ADSL / NBN / Wireless
for an Australia based Internet Service Provider.
Setting up DSL / Wireless Modems
Service Activation Request
Assist customers with their bill inquiries.
TEAM LEADER FOR OPERATIONS
Personal Profile
I have worked in the Customer Support field for the
last 8 years. My goal is to provide the best customer
service experience to both clients and customers
that I will be working with.
Contact Details
Blk 3A L7 Lauan St. Calendola Village San Pedro
Laguna 4023 Philippines-Mobile No.:-
Notable Skills
CONCENTRIX | 2015 - DECEMBER 2021
Oversee day-to-day operation
Monitor team performance and report on metrics
Discover training needs and provide coaching
Listen to team members’ feedback and resolve any issues
or conflicts
Ensure timely cascade of information specific to
client/company updates
Set clear team goals
Delegate tasks and set deadlines
Handles supervisory calls / chat / email request
-
Office and Work at home setting experience
Phone, E-mail and Chat Support Experience
Network Troubleshooting
Staffing, planning, and people management
Ability to deal with demanding customers and
escalations
Energetic and motivating individual
Creative thinking
Software and Hardware Installation
Adobe Premiere Pro - Basic Editing & Color
Grading
Live streaming set up / Facebook / YT / Twitch
