Jonathan Aquino Sahagun

JONATHAN AQUINO SAHAGUN Blk 2 Lot 1 St. Peter Street, Brookside Hills Subdivision, Cainta, Rizal Mobile:- Landline:- Email:-Objective To be able to work with a stable company that would not only make use of my knowledge and capabilities, but also further develop them in such a way that I would be able to move up the corporate levels of the company. Educational Background - Informatics – CAL Sucat Center, Sucat, Parañaque City Computer Programming- Pasay City West High School – Pasadeña St., Pasay City Secondary Education- St Andrew’s School – Quirino Avenue, Parañaque City Elementary Education Proficient in: Microsoft OfficeJava Programming Windows & Mac OSJava Scripting HTML Programming & Hard CodingAdobe Flash C+/C++ ProgrammingComputer Networking VOIP TechnologyTeam Management Typing Speed: 40 WPM Civil Service Examination Passer – Professional Examination Work Experience May 2011 – July 2017Acquire Asia Pacific Senior Implementations Advisor / Subject Matter Expert / POC LGF/2 Worldwide Corporate Center, Shaw Blvd., Mandaluyong City -Responsible for making outbound calls to customers who have just signed up with the VOIP service in order to initially set the system up, making sure that the phone system would work exactly how the customers need it to work and recording greeting, prompts, voicemail, when customers need it. -Setting up leading IP Phone brands like Avaya, Cisco, Polycom, Grandstream, and other GUI (Graphical User Interface) enabled phones via remote network connection. -Teaching company owners, network specialists, and employees on how to manage and maintain the system on their end by walking them through the process over the phone or through a webinar. -Following up with customers in order to make sure that they are not encountering any issues or if they have further questions regarding the service and the system. -Taking care of escalated concerns and making sure that the said concerns are taken care of in a timely manner. Reason for Leaving: Sickness in the Family May 2010 – March 2011Infosys BPO Ltd. Subject Matter Expert / Junior Lead 3/F Metro Market! Market! Mall, Fort Bonifacio, Taguig City -Responsible for taking in supervisor calls from level 1 agents. -Acts as an officer-in-charge or point of contact, whenever the Team Leader is not available -Responsible for providing fast response to level 1 representatives’ questions through chat to make sure that the agents get the issue resolved in a timely manner. Reason for Leaving: Career Growth Jan 2009 – Mar 2010West Contact Services Escalations Representative/ Assistant Lead / Team Leader 24/F Export Bank Bldg., Sen. Gil J. Puyat Ave., Makati City -Responsible for taking in escalated calls from level 1 agents. -Responsible for making sure that all the KPI’s are met. -Responsible for listening to level 1 agents’ calls, and providing immediate feedback when needed to make sure that agents are calibrated when it comes to the call flow Reason for leaving: Account Closed Nov 2007 – Nov 2008KS Call Center Team Leader Evangelista cor. Elizalde St., BF Executive Village, Parañaque City -Responsible for handling a team of 12 agents, whose job is to set appointments. -Making sure that all appointments set are valid. -Coaching agents to make sure that they would be able to hit their metrics and commending them for a job well done. -Meeting with the offshore client every quarter to present our teams stats and discussing business plans Reason for leaving: Company Closed Down Dec 2004 – Aug 2006Advanced Contact Solutions Customer Service Representative: 9/F Allied Bank Bldg., Ayala Ave., Makati City -Responsible for billing statement discussion, making payment arrangements, activation, suspension/reactivation, and termination of customers’ accounts. -Making sure that all concerns have been taken care of before the call ends. -Making sure that we maintain the highest level of customer satisfaction in every call. Reason for Leaving: Career Growth Character Reference/s Available Upon Request By signing this comprehensive resume, I attest that all information stated herewith are true and correct to the best of my knowledge, and any false or misleading information can and will directly affect the outcome of this application. ______________________ Jonathan Aquino Sahagun