Jojit Wayan

WAYAN, JOJIT D. #011 Purok Sadjo, Loakan Proper, Baguio City Email:-Mobile:- Objective: To seek a challenging career which will utilize my skills, abilities and experience. To obtain a responsible and challenging position where my education and work experience will have valuable application. Purpose: Seeking a position with a well-established company where I can maximize my program development and training skills. Be part of the success in an environment of growth and excellence. Educational Background: present to past. College: Saint Louis University (SLU) Bachelor of Science in Accountancy Bonifacio St. Baguio City High School: Baguio Patriotic High school (BPHS) Harrison Rd. Baguio City Primary: Loakan Elementary school Loakan Proper Baguio City Experience: from present to past. Weisbarth and associates. (May, 2019 – January, 2020) Greenwood Ave. Seattle, Washington. Inside Sales Agent: - Virtual Assistant Prospect for new clients on a daily basis from various lead sources. Respond to inbound leads from all internet lead sources, sign calls, and etc. Schedule appointments for Listing and Buyer Specialists. Input/manage client & lead databases. Conduct lead follow up & nurture leads until appointments are set. Communicates effectively with peers, superiors, customers, and vendors in written and verbal form. Ability to block out distractions and listen intently to the conversation that is occurring. Creates a sense of comfort and familiarity through their ability to build rapport. SRG Properties. (March, 2018 – April, 2019) Orange County, South California. Inside Sales Associate: - Virtual Assistant Prospect for new clients on a daily basis from various lead sources. Respond to inbound leads from all internet lead sources, sign calls, and etc. Schedule appointments for Listing and Buyer Specialists. Input/manage client & lead databases. Conduct lead follow up & nurture leads until appointments are set. Communicates effectively with peers, superiors, customers, and vendors in written and verbal form. Ability to block out distractions and listen intently to the conversation that is occurring. Creates a sense of comfort and familiarity through their ability to build rapport. Convergys Corp. (February 5, 2010 – November 4, 2017) Technohub, Camp John Hay, Loakan Proper Baguio City. Team Leader – (DTV, eBay, ATT) August 4, 2014 – November 4, 2017. Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements. Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly. Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment. Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations. Communicate expectations to employees and provide timely updates. Provide subject matter expertise in handling escalated customer calls as needed. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities. Stay current on internal work processes, policies and procedures. Attend required manager development training. Floor Leader – (eBay) January 14, 2013 – July 21, 2014. Distributes accurate and timely agent schedules. Inputs intraday corrections and exceptions into systems for agent time off and absences. Monitors inbound volume for unusual activity to ensure staffing needs are met. Recognize abnormal scheduling issues and escalate as necessary. Initiates and coordinates trouble tickets and escalate issues as required. Prepares standard and ad hoc reports for agent availability effectiveness. Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center. Reviews agent availability to ensure that client service agreements are met. Ability to multi-task, prioritize, and meet timelines on deliverables. Ability to guide individuals toward goal achievement using negotiation, collaboration, motivation and development skills. Excellent organizational skills. Strong attention to detail. Ability to coach and develop action plans to maximize performance. Proven ability to analyze and improve work processes and policies. Excellent customer service/support skills, and ability to work well under pressure. Proficient in Microsoft Office specific to MS. Excel, Word and Power point. Proficient in IEX, CMS or other similar resource scheduling/intraday management applications preferred. Floor Assistant – (DTV and eBay) December 15, 2010 – January 7, 2013. Inputs intraday corrections and exceptions into systems for agent time off and absences. Monitors inbound volume for unusual activity to ensure staffing needs are met. Recognize abnormal scheduling issues and escalate as necessary. Ability to multi-task, prioritize, and meet timelines on deliverables. Ability to guide individuals toward goal achievement using negotiation, collaboration, motivation and development skills. Excellent organizational skills. Strong attention to detail. Excellent customer service/support skills, and ability to work well under pressure. Proficient in Microsoft Office specific to MS. Excel, Word and Power point. Proficient in IEX, CMS or other similar resource scheduling/intraday management applications preferred. TRG – The Resource Group. (September 3, 2009 – December 20, 2009) Customer service/Sales representative – (Office Depo) Ortigas Ext, Pasig City Job Description: Attracts potential customers by answering product and service questions; suggesting information about other products and services. Opens customer accounts by recording account information. Maintains customer records by updating account information. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Maintains financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs. Prepares product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed. Teletech Inc. (July 02, 2008 – August 11, 2009) Home Networking / Technical Support Rep (Accenture - AT&T Dep’t) Robinsons Place Junction Cainta, Ortigas Ext. Job Description: Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet. Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. Gather customer’s information and determine the issue by evaluating and analyzing the symptoms. Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more. Research required information using available resources. Follow standard processes and procedures. Identify and escalate priority issues per Client specifications. Redirect problems to appropriate resource. Accurately process and record call transactions using a computer and designated tracking software. Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business. Organize ideas and communicate oral messages appropriate to listeners and situations. Follow up and make scheduled call backs to customers where necessary. Stay current with system information, changes and updates. Sitel Corp. (March 19, 2007 – March 26, 2008) Technical Support Representative (Bellsouth - AT&T Dep’t) BCEZ Loakan Road Baguio City. Job Description: Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation. Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction. Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary. Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel. Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible. Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software. Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades. Create and implement new processes to improve efficiency and customer satisfaction while reducing costs. Competencies: Critical Thinking – Analyzes and interprets statistical data, focuses on details, integrates performance data to achieve desired results, identifies trends, demonstrates an understanding of the reasons behind problems as well as successes, and generates effective solutions to problems. Builds Productive relationships – interacts effectively with team members having diverse backgrounds and temperaments, demonstrates a genuine interest in team members, maintains open lines of communication with team members, and acts as an advocate for team members. Coaches for Successful Performance – Builds a coaching relationship with each member of the team. Identifies performance problems ad their solutions, adapts coaching style depending on the situation, encourages all team members in incremental performance improvement, and follows through on coaching action plans. Results Oriented – Pursues responsibilities with energy and drive; perseveres toward achievement of desired results, clearly communicates expectations, follows through on decision, remains calm and flexible in changing and\d challenging situations, successfully prioritizes time and tasks. Builds Team – Generates enthusiasm and excitement, models exceptional work behavior, rewards successes creatively, provides help and resources to team members, and shares the larger picture with team members. Models the Way – Demonstrates a strong desire to contribute to the organization; displays reliable and dependable behavior that contributes to the organization’s image; behaves in an ethical and trustworthy manner; takes initiative on work tasks and responsibilities. Communicates Effectively – Communicates in a professional manner, with consideration of audience and purpose. Expresses information in a clear and concise manner; uses effective voice inflection and enthusiasm; uses correct vocabulary, gramma and sentence structure. Character reference will be provided upon request.