Jordan Karlo Laza

Jordan Karlo Laza SUMMARY I have been with the call center industry for almost 5 years which had given me opportunities to grow professionally. I also had experience with administrative and management tasks from Australian small scale businesses. With the training and experience I had for the past years, I believe that I have the capabilities to work for your company. PROFESSIONAL EXPERIENCE Executive Admin July 2019 - Oct 2019 Distinctive Signs Pty Ltd Caboolture QLD Job description ● Handle daily operations for Distinctive Signs Pty Ltd ● Process billing, and scheduling of tradesmen with regards to quoting, designing, and installing signages. ● Process emails, calls and appointments from clients. ● Assists with designs, project management, operations workflow. Administrative Assistant January 2018 - July 2019 Emapta Versatile Services Baguio City, Philippines Job description Bardo Investing Pty Ltd ● Handle daily operations for Bardo Tech Pty Ltd t/a Picture Perfect Aerial Installations ● Process billing, create quotes using price list references provided, schedule technicians’ daily rosters ● Assisted with CCTV installations designs, MATV Installations designs and basic home theatre installation designs ● Process emails, calls, and appointments from clients. Senior Customer Service Specialist (Tier II – Level 4) April 2015 – October 2017 Convergys Global Services Baguio City, Philippines Job description Records Management Department ● Process billing adjustments, application of purchase orders coming from the clients for budgeting purposes. Create price quotes and compute their prices based on their contracts. ● Secure storage and management of files, documents of backup tapes, hard drives and other IT assets. Cover backup and recovery and secure disposal of IT assets. ● Pricing schedule, Signed Agreements, renewals and modifications. ● Coordinate with the drivers with their respective routes and transportation related concerns, service frequency, pickups and deliveries ● Coordinating with sales representatives or account managers regarding prospective customers. Customer Service Representative May 2013 – December 2013 Sitel Philippines Corporation Baguio City, Philippines Job Description ● Handles both inbound & outbound calls. ● Answer inquiries, resolve problems, and promote products/services. ● Receive and respond to customer service inquiries via mail, fax, or email. ● Researches problem areas and documents processes used to correct issues. ● Use computerized system for tracking, information gathering, and/or troubleshooting. Skill Name Skill Level Experience Customer Service Expert 6 years Data Entry Expert 6 years Issue Resolutions Expert 6 years Salesforce Expert Records Management Expert 3 years Data Management Expert 3 years MS Word, Excel and Powerpoint Intermediate 11 years Flash animation, C++ Intermediate 2 years Computer Specifications/ Software Intermediate 2 years Hardware troubleshooting Intermediate 2 years Competencies ○ Accuracy, Attention to Detail ○ Customer Service Management ○ General Computer Competencies ○ Cust Support Policies,Standard & Process ○ Cust Support Service Agreements ○ Problem Management Process ○ Service Request Management Process ○ Knowledge of CSppt Function ○ Customer Support Systems Additional Skills and Tool Usage Accurately generated reports including but are not limited to: Discrepancy reports Inventory reports Cost and activity reports Order detail reports Proof of services/ driver logs Statements Banking information I utilized more than 10 tools which includes: Ticketing system (Agent workflow system) Transportation tracking Inventory tracking Digital Archives Order placing Billing Accounting (receivables and payables) Knowledge Base Salesforce CRM Tools EDUCATION Information Technology | Datamex Institute of Technology Baguio City, Philippines 2011 - 2013 Bachelor of Science (B.S.), Electrical Engineering | Saint Louis University Baguio City, Philippines- DECLARATION I hereby declare that the details furnished above are true and correct to the best of my knowledge and belief. Jordan Karlo Laza Applicant