Juffrey Canaña

Juffrey Ecot Canaña - |-| Balangay 1C Poblacion Quezon, Bukidnon 8715 _____________________________________________________________________________________ WORK EXPERIENCE Experienced and results-driven professional with over 6 years of expertise in customer support, technical accounts, sales, and team management. Proven ability to deliver exceptional customer experiences through effective communication, problem-solving, and a customer-first mindset. As a supervisor in the EV charging station network industry, I honed my leadership and operational skills, ensuring seamless team performance and achieving key business objectives. Recognized for adaptability, empathy, and a commitment to continuous improvement, I am passionate about driving customer satisfaction and fostering team collaboration. Ready to bring my skills and dedication to a dynamic organization focused on excellence. March 2019-September 2019 Technical Support Representative Tier 3 Teleperformance Philippines-Davao City Job scope: ● Serve as final escalation point for technical issues related to Comcast services (internet, TV, voice) ● Perform in-depth troubleshooting of network devices, CPEs (Customer Premises Equipment), and backend systems. ● Analyze logs, error messages, and usage data to identify root causes of service disruptions. ● Guide field technicians remotely and coordinate repair efforts when onsite support is required. ● Document case notes, resolutions, and escalation actions in CRM/ticketing systems (e.g., Salesforce, Remedy). September 2019- April 2023 Customer Service Tier 4 and Sales Representative Iqor Philippines-Davao City Account Includes: CW – Blair Homes, Old Pueblo Traders, Bedford Fair, Draper's & Damon's, North Thompson | Haband | 1-800-Flowers | Pizza Hut | Fingerhut Job scope:        Processed inbound calls for order placements and product inquiries for multiple retail brands including Blair Homes, Old Pueblo Traders, Bedford Fair, Draper's & Damon's, Haband, and 1-800-Flowers. Assisted customers with menu navigation and order customization for Pizza Hut via phone ordering support. Handled Tier 4 customer service and order management for Fingerhut, including account resolution, returns, replacements, and escalated concerns. Conducted collections and billing support for Fingerhut accounts, ensuring compliance with payment protocols and offering payment options to maintain customer accounts in good standing. Maintained quality and service-level agreements (SLAs) while managing high call volumes across multiple brands and platforms. Delivered accurate product and promotional information while maintaining high customer satisfaction scores. Ensured compliance with data privacy and payment handling standards during transactions . May 2023 – May 2025 Team Leader /EVGO account QWEST BPO, Inc. Panagdait, Cebu City Job scope:     Supervise a team of customer service agents providing support for EVgo electric vehicle charging services. Monitor team performance and key metrics (AHT, CSAT, QA scores, adherence, and productivity). Conduct regular coaching, performance reviews, and training sessions to improve individual and team results. Handle escalated customer issues and ensure timely resolution in compliance with EVgo standards.       Analyze trends in customer concerns and system issues to identify areas for improvement. Prepare and submit performance reports to management and participate in client calibration sessions. Coordinate with workforce management, QA, and training teams to support continuous improvement. Implement process updates and ensure team alignment with changes in procedures or system tools. Foster a positive, motivated work environment through recognition and team-building activities. Ensure compliance with company policies, data privacy regulations, and client requirements. _____________________________________________________________________________________ SKILLS Technical Skills Systems & Tools:        CRM & Ticketing Systems: Salesforce, Remedy, Zendesk, ICOMS, CSG, proprietary EVgo platforms Telephony & Call Center Tools: Avaya, NICE, Genesys, Five9, and similar ACD and call monitoring systems Billing & Order Management Systems: Order Entry Tools, Fingerhut Backoffice Systems Remote Troubleshooting Tools: Driivz and Evgo App for EVGo, Xfinity App and Einstein 360 Knowledge Management Systems (KMS): Internal portals, content databases for Comcast and EVgo Collaboration Tools: Microsoft Teams, Slack, Zoom Productivity Tools: Microsoft Office (Excel, Word, PowerPoint), Google Workspace Technical Knowledge:    Customer Premises Equipment (CPE): Modems, routers, set-top boxes – setup and diagnostics EV Charging Infrastructure: Familiarity with Level 2 & DC fast chargers, RFID access systems, mobile app troubleshooting Data Privacy & Compliance: Knowledge of PCI-DSS standards, customer data handling best practices Leadership & Operational Tools:    Workforce & Performance Tools: WFM systems, QA evaluation forms, scorecards, performance dashboards Reporting & Analytics: Use of Excel (VLOOKUP, pivot tables, charts), basic KPI tracking Coaching & QA: Use of QA monitoring tools, feedback forms, coaching logs EDUCATION - Bachelor in Public Administration-Under graduate Bukidnon State University - Quezon Campus- Humanities and Social Sciences San Isidro College , Impalambong Malaybalay City