Jose Cosing Jr

JOSE C. COSING JR. 62 W.A. Jones St., Nalsian, Calasiao Pangasinan, Philippines 2418 Cel #: - Email;- Objective To pursue a challenging career where I can apply and share the knowledge and skills I have gained from my education, trainings and experiences. Work Experience April 2013 – April 2014Team Leader (Coach/Supervisor) Comcast Video Repair Sitel Philippines 22nd Flr Wynsum Corporate plaza Emerald Ave Ortigas, Pasig City Manage Team performance, goals, time management ETC of assigned team Set goals for team to meet on a daily, weekly, and monthly basis (to meet and exceed account target goal) Manage attendance and line adherence of each team members Help develop team members skills and product knowledge Help develop good behaviors of all team members Coach agents with their daily, weekly, and monthly performance Provide immediate feedback and assistance to agents with urgent concerns Ensures work life balance and fun environment is implemented within the team Help resolve and develop behavioral issues of team members Implement company policies and procedures Conducts huddles/meetings/coaching of the assigned team Provide operational guidance to team members Provide feedback and recognize team members regarding their performance, attendance, etc. Assist team members on immediate work related concerns Review and analyze performance of probationary team members All other team leader related admin works. Assist and manage ACSR (Advanced Customer Service Representative) systems (Billing, ticketing, and documentation softwares) usage and conduct refresher training and tutorials for agents. June 2011 – December 2012Team Leader (Supervisor) Time Warner Cable National HelpDesk Startek Philippines Eton Corinthian Cyberpod Bldg. Ortigas Ave. Quezon City Manage all the Team members Targets and performance managements Preparing all daily roster and managing team performance Help and develop all team members skills and product knowledge Help develop good behaviors of all team members Coach agents with their weekly and monthly performance Ensures work life balance and fun environment within the team Help resolve unacceptable behaviors of team members Implement company policies and procedures Ensures all team members good relationship within the team Establish huddles/meetings for the team Provide operational guidance to team members Provide feedback to/recognize team members regarding their performance, attendance, etc. Assist team members on immediate work related concerns Review and analyze performance of probationary team members Review and analyze performance of regular employees for yearly appraisal Administrative task of a team leader depending on the account handled. Assist agents with their escalation concerns Creation and monitoring tickets regarding existing or possible network outages for TWC network Case/ticket management for Startek Ortigas NHD account Process and setup early appointment request of subscribers for truck rolls. Creation of processes applicable for Startek TWC NHD Ortigas Network escalation for front line agents Assist subscribers with the Roadrunner products not supported by front line agents. Manage and assist usage of agents for AAD (Advanced Agent desktop software) systems May 2008 – May 2011Technical Support Representative/Team POC Time Warner Cable National HelpDesk 24/7 Customer Philippines Incorporated MJ Plaza Bldg. Vallero Street, Salcedo Village Makati City Troubleshooting pc and network problems for Time Warner Cable RoadRunner Internet Subscriber Setup and Configuration of different email clients for TWC subscribers Creation and Maintenance of Internet connection for customers Process and setup Truck roll for unfixable Internet connection problem over the phone Subscribers account management assistance Assists subscribers in all of Internet connection problems Data processing for team statistics Management and update of team statistics Sept. 2006 – April 2008Technical Support Representative Verizon Account Teleperformance Philippines Tektite Bldg., Ortigas Center, Pasig City Troubleshooting pc and network problems for verizon consumer DSL Creation and Maintenance of Internet connection for customers Configuration of different devices for DSL connection Ticket escalations and management for DSL issues that needs to be submitted to CO for further troubleshooting. Network Escalations for frontline agents Scheduling of technician dispatch for customers that has a network or installation problems Communicating to CO for re-schedule and cancellation of technician dispatch appointments. Customer handling for agents that needs to schedule for a technician Installation of first time user of verizon DSL connection Dec. 2005 – August 2006Management Information System (MIS) Staff Magic Group of Companies Magic Club Malued Dist., Dagupan City, Pangasinan Prepares monthly sales report (categorized per section) of Magic Club Supermarket outlet Summarized monthly delivery monitoring report per supplier of Magic Club Supermarket outlet Prepares detailed and Summarized supplier sales report (outright and Concession) daily, weekly, and monthly Prepares daily sales report for treasury and asst. branch head/branch heads categorized per department and section, and concession. Handles critical documents for the company. Handle and manipulate data management for supermarket and department items. Handles over all technical aspects in networking and computer problems. Handles database management for the POS (Point Of Sale). Handles over all database management for the store Assures that the database, terminal, counters, work stations, and server are in good working conditions. Handles clerical activities – such as encoding/updating and filling of documents, printing of other work related duties and responsibilities. Feb – December 2005Sales & Inventory Systems Analyst Magic Group of Companies Magic Central Warehouse Malued Dist., Dagupan City, Pangasinan Prepares monthly sales report (categorized per section) of all Magic Supermarket outlet Summarized monthly delivery monitoring report per supplier in all Magic Supermarket outlet Prepares comparative sales report per SKU and product ranking in all Magic Supermarket Outlets Handles clerical activities – encoding/updating, filing of documents etc. and other related duties and responsibilities as required May – September 2004Technical/Operations Assistant Technical/Operations Department Strings Computers and Technologies Calasiao Branch Calasiao Pangasinan Document Control - retrieval, photocopying, encoding, filing and disposal of document records. Distribution of newly assembled Computers Preparation/submission of Job orders and Purchase orders. Assembly of New Order Computers Assist in computer, printer, and all other hardware issues Performs different test procedure for each packed computers ready for delivery. March 1998 – April 2004Technical Assistant/Disk Jockey Technical Department Laser A Mobile Sound System and Electronics shopCalasiao, Pangasinan Helps in Technical aspect and Electronics Repair Disk Jockey Mobile Sound System Performs clerical activities and other work related duties and responsibilities. Electronics and electrical wirings. Knowledgeable in: Hardware and Software Repair , Visual Basic 6.0, HTML (Web) Design, Adobe Photoshop 7.0, Corel versions 11 and 12, Microsoft Word, Microsoft Excel, Foxpro (dos version), Visual Foxpro 6.0, Prolog (programming logic), Local Area Network (LAN Networking), Tina Pro (Circuit Design Program), Network Administration database management, Dreamweaver MX 2004, Dreamweaver 4.0, Adobe Image Ready 7.0, Adobe PhotoShop CS2, Adobe Image Ready CS2, Database Management in Microsoft Windows NT version (client / Server ) application, Sales Transaction Center (POS Software), basics in Macromedia flash 5.0, MX, and MX 2004 version, networking (setup, cabling, and installation), Microsoft Access (design and programming). Skills: Computer repair and troubleshooting, Home and Office Networking, software troubleshooting, Interpersonal skills, Leadership skills, Can work under pressure with minimal to no supervision. Certifications Basic Training (includes PSSR, EFA, PST, FPFF) PNTC Training Center – Intramuros Manila March 4 – 12, 2014 Managing Employee Discipline (M.E.D) Sitel Philippines April 2013 Art of Recruiting Startek Philippines August 2012 Educational Attainment Bolinao Elementary School1994 Bolinao, Pangasinan Calasiao Comprehensive National High School1998 Calasiao, Pangasinan Philippine College of Science and Technology2004 Calasiao, Pangasinan Bachelor of Science in Computer Engineering Personal Data Birthday:November 30, 1981 Birthplace:Bolinao, Pangasinan, Philippines Age:33 Citizenship:Filipino Religion:Catholic Height:5ft. 8 inches Weight:146.30 lbs. Character References Rogelio Buhle Comcast Video Repair – Subject Matter Expert Sitel Philippines-: Evelyn Camero AT&T Blue – Team Leader VXI Jimmy Lucido Smart House Manager – Comcast Video Repair/Billing Sitel Philippines- Estrella Cardinal Time Warner Cable Roadrunner Sales Champion/Team Leader Startek Philippines-: -Armina Villavert Time Warner Cable Roadrunner Senior Team Leader Startek Philippines- James Ayaquil Time Warner Cable Roadrunner Team Leader Startek Philippines- Arjonn Padilla Time Warner Cable Roadrunner Trainer Startek Philippines-Heinrich Ngo Time Warner Cable Roadrunner Trainer Intern Startek Philippines- Geraldine L. Resulta Merchandising Manager Magic Group of Companies, Magic Central Warehouse Malued Dist., Dagupan City, Pangasinan Office #: - local 103 Engr. Raul B. Gironella Vice President on Academic Affairs Philippine College of Science and Technology Calasiao, Pangasinan Randy Collado Time Warner Cable Roadrunner Supervisor 24/7 Customer Philippines Incorporated Czarina Vergara Team Leader Comcast Startek Limited Int’l- Michael Ventinilla Time Warner Cable Roadrunner Operations Manager 24/7 Customer Philippines Incorporated Hermie “Roy” T. Salvador Management information Systems (MIS) Manager Magic Group of Companies, Magic Central Warehouse Malued District, Dagupan City, Office #: - local 125 Nancy Capito Asst. Merchandising Manager Magic Group of Companies Magic Central Warehouse Malued District, Dagupan City Office # - I hereby certify that the above information is true and correct to the best of my knowledge and belief. Jose C. Cosing Jr.