Lyndon Mark F. Bughao
Address: Purok1, Poblacion, New Corella, Davao del Norte
Mobile:-
Email address:-
Objective
- To be a responsive and knowledgeable employee; thereby contribute to the growth and progress of the company, locally and globally.
Personal Information
Birth date: January 9, 1995
Birthplace: Bayambang, Pangasinan
Height: 5’1”
Weight: 50 kg.
Civil Status: Single
Religion: Roman Catholic
Nationality: Filipino
Gender: Male
Language/ Dialect Spoken: English, Tagalog and Visayan
Education
Tertiary: St. Francis Xavier College
San Agustin Center of Studies Institute affiliate of San Agustin University
Adamson University
-Bachelor of Arts in Philosophy, Major in Classic Philosophy
Secondary: Maryknoll High School of New Corella Inc.
Primary: New Corella Central Elementary School
Skills
Computer Literate & Enthusiast, Internet Browsing, MS Word, PowerPoint and Excel
Willing to be trained and deal with another raise
Good in Public Relations and Multi-tasker
Root Causing Analysis
Calibration Process
Job Experience
Teleperformance, Ayala Makati, Philippines – August 2014 to May 2017
Customer Service Representative (8months)
Taking Inbound Calls
Upselling platinum products/plans/subscription etc.,
Assisting customer on their billing inquiries, account modification, plan upgrade/downgrade
Technical Service Support
Generating Job Orders for a technical visit if service wasn’t restored via basic troubleshooting
Quality Assurance Analyst (from Peer – Trainee – Specialist)
Listens to agent’s calls
Evaluate calls escalated calls for possible fraudulent activities
Ensuring client protocol and standards were met during their calls
Coaching and Feedback session to outlier agents
RCA for operations report
AHT Analysis
Telstra Powered by Teletech – 5Ecom MOA Complex, Pasay City Philippines – May 2017 to September 2019
Back of House Associate
Assisting customers with level 2 support on their service probles
Reaching customers via call, email & chat with negative experience
Upselling platinum products/plans/subscription etc.,
Assisting customer on their billing inquiries, account modification, plan upgrade/downgrade
Technical Service Support
Generating Job Orders for a technical visit if service wasn’t restored via basic troubleshooting
Nadela Business Center, Inc (Siblings International Business Solutions) Ramos Bldg., Arellano St., Tagum City – May 2021 to April 2022
Senior – Quality Assurance Analyst
Developing and testing plans to ensure all client objectives were met.
Implementing and monitoring test scripts to asses functionality, reliability, performance and quality of the live chat.
Identifying remedy to the defects within the production process.
Live Chat monitoring, auditing and supervising.
Daily/Weekly/Monthly Reporting on Top Chat Drivers
Providing Analysis and Recommendation to operations based on the top parameter that wasn’t met
Weekly Calibration to operations, training team and quality department to assure alignment on process.
Character Reference
Mr. Francis Julius Epres – Quality Assurance Analyst -
Mr. Joel Quinanahan – MBO/PADRE Coordinator/Tourism Officer Dsgt. -
Ms. Juliene Kaya Anzano – Customer Service Representative -
Lyndon Mark Bughao
Applicant
