Jun Emano Pepito

Jun Emano Pepito -- Cebu City, Philippines PROFESSIONAL SUMMARY Dedicated professional with 11 years of working experience as Customer Service Specialist, Virtual Assistant, Document Controller, Administrative Coordinator, Customer Relation Officer, Product Consultant and Technical Support Specialist/Service Desk Agent, with an excellent record of high service quality and highly efficient individual with extensive team leadership experience. Able to adapt well to a new environment and learn new processes quickly to achieve outstanding results. Strong ability to multi-task, prioritize and able to organize. Seeking for an employment that will provide opportunities for career development, growth and significantly contribute to the success of the organization. WORK EXPERIENCE Customer Data & Number Management Senior Coordinator Nov.2019 – Present Vodafone Qatar – Doha Qatar Implement security controls related to Vodafone numbers and Vodafone customer data management. Develop, implement, and manage policies and procedures related to Vodafone numbers for internal and external partners including outsource agents, store agents, managers, VIP and VVIP specialists. Determine the number requirements for SME, CBU, EBU and Channel Partners. Supervise the utilization and allocation of Vodafone numbers both Fixedline, IoT, Mobility and SIPT. Coordinating offshore and inshore technical support, Vodafone Service desk, Collections and Billing team for any incident number related query and issue. Managing support activities, such as system problems, corrective actions, resolution status and should be documented. Create activity and reports for the number availability tracker for low and high-volume request daily, weekly, and monthly. Focus on high quality Telecom customer service and resolving technical issues backend. Responsible for validating and closing the number reactivation request raised through trouble tickets within the service level agreement. Suggest and implement innovative digital solutions for number portal system. Attend relevant trainings, workshops, and technical programs. Prepare and present trouble tickets related reports. Displaying extensive product knowledge and maintaining compliance with policies and procedures. Managing inbound and outbound emails from CBU, EBU, Business partners, CRA and all number related requests including non-technical and technical issues. Involved with Vodafone Supply Chain through Recharge Cards activations. Document Controller/TELESALES Customer Service and Admin CoordinatorJun. 2017– Nov. 2019 Almana & Partners W.L.L. – Doha Qatar Maximizing Sales and Profitability through After Sales Support. Responsible for all tracking records and ensuring that they are initiated when a file is taken from filing room. Archive/Scan/Print – Rename, records and file incoming hard or electronic copies of contracts and order documents. Generates Quotations for Printer Supplies and Services of Konica Minolta, HP, Canon and OCE. Conducts a comparative analysis of competitor’s prices. Maintains all customer transaction records on MS excel and various databases. Offers Annual Service Maintenance Contract Proposals. Responsible for Monitoring and Completing Contract Close-out and Renewals. Responsible for Monitoring Customer’s Product Usage using Proper Tools. Monitoring and ensuring the timely delivery of the orders. Coordinates the Sales and Dispatch officers when processing the orders. Responsible for coordination of daily technician schedules and processes clearance or any gate pass documents. Resolve 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. Recommends potential products or services to management by collecting customer information and analyzing customer needs. Contributes to team effort by accomplishing related results as needed. Supervise Technical Service Engineer's, Debt Collectors, Delivery team, Issuance, and Invoicing team. Dealing with managers, buyers, stock controller and ordering of stocks daily. Technical Support Specialist/Service Desk AgentApr. 2014 – Mar.2017 AT&T Mobility LLC – Sykes Cebu, Cebu City Philippines Responsible for answering incoming and outgoing calls, analyze, troubleshoot, resolve technical issues for voice, internet or data installation and connection issues. Offering alternative solutions where appropriate with the objective of retaining customers’ and clients’ business. Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more. Test and evaluate network system, Identify, and escalate priority issues per Client specifications. Follow up and make scheduled call backs to customers where necessary. Up selling, Process payment and Documentations. Support in the development of programs to train the customer on how to properly use the service. Concession of the customers' troubles by recommendation of products, services, or procedures. Evaluation of the systems' problems to recommend enhancements. Established client relationship and oversaw satisfaction with network, solution design and billing. Reservation and Ticketing Call Center RepresentativeApr. 2012 – Mar. 2014 Hawaiian Airlines - Teleperformance Cebu, Cebu City Philippines Greeted guests or calls, attended to their queries, or guided them to the proper people based on their needs. Answering phone calls and giving information to passengers as per their travel plans. Provided options to customers for air travel and accommodate their travel needs. Makes and confirms reservations for passengers on scheduled flights. Processed credit card, check, and cash payments. Made alternate arrangements for passengers owing to flight cancellations and processed refunds as required. Arranged and confirmed tickets for one side, return, and connecting flight journeys for passengers. Booked domestic and international flights for travelers. Managed passenger database and monitored airline schedules and posted updates on airline website. Issued personal business and corporate bookings. Developed and implemented promotional strategies to boost airline bookings. Worked to resolve passenger booking issues and responded politely to passenger complaints regarding ticketing and baggage handling. Assisted passengers requiring special assistance to board and depart conveyance. Explained airline policies regarding purchase cancellations and transfers. EDUCATION Bachelor of Science in Business Administration major in Marketing ManagementGraduated – 2020 University of San Jose Recoletos – Cebu City, Philippines Associate degree in Hotel and Restaurant ManagementGraduated – 2012 St. Mary’s College of Labason - Labason Zamboanga del Norte, Philippines Vocational Course in Information Technology NCIIGraduated - 2009 Iligan Computer Institute – Bugo Cagayan de Oro City, Philippines SKILLS Ability to provide outstanding customer service, excellent communication skills and a proven ability to juggle multiple high priority tasks. Capable of quickly understanding how systems are used to provide efficient support. Proven ability to work effectively with diverse personalities in a tactful, decisive, and Resourceful manner. An accomplished and results-oriented individual with a strong aptitude and committed to the highest levels of professional excellence through hands-on and operational experience. Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Social Media Platforms. Knowledgeable in Sabre Interact, Navision, Oracle and Ivatic Tools, NLS, VQP Open UI, and BMC Remedy, ITSM and Vodafone number portal. PROFESSIONAL CREDENTIALS Certificate of CompletionJuly 05-07, 2021 Vodafone Qatar Social Media Channels Management Certificate of AttendanceDec. 22-24,2020 Vodafone Qatar Root Cause Analysis – Data Analytics Simulation Certificate of ExcellenceSept. 09, 2016 AT&T Mobility Product Specification Training Certificate of CompletionJuly 14, 2015 Hawaiian Airlines Ticketing Svcs Specifics Training Certificate of CompletionJan. 25, 2015 Hawaiian Airlines General Reservation Specifics Training National Certificate IINov. 22, 2010 Computer Hardware Servicing National Certificate IINov. 20, 2010 Food and Beverage Servicing National Certificate IINov. 18, 2010 Housekeeping Servicing CHARACTER REFERENCES: Upon Request