Nazmel Javier Magsino
88 P. Torres St. Lipa City, Batangas
Cel No:-
Email Add:-
Objective
To secure a position with a well established organization with a stable environment that will lead to a lasting relationship in the field of information technology and customer service
Work Experience
April 27 2017 – August 8, 2017
Appointment Setter – PAMS Consultancy
Responsibilities:
Lauderdale Realty (April 2017 - May 2017)
-Processing generated Leads for appointments to lenders via cold calling
Shawn Buchan Realty Group (June 2017 - July 2017)
-Calling out buyer leads/expired listings for appointment setup
Oct 22, 2015 – April 21, 2017
Escalation Lead – Macy’s Omnichannel,ALORICA Lipa
Responsibilities:
-handles escalated calls from level 1 associates
-point of contact for product updates, account processess
Sept 8, 2014 – Oct 21, 2015
Customer Service Representative – Macy’s Credit,ALORICA Lipa
Responsibilities:
-Provides assistance for billing/payment inquiries, fraud claims and product promotions.
August 13 2010- Sept 1,2014
Customer Service Representative – AT&T Mobility,Convergys Alabang
Responsibilities:
-Provides support for account inquiries for billing issues,product information,account changes and real time assistance for basic technical phone troubleshooting
June 25, 2008- July 9, 2010
Desktop Support II-ASG(Agent Support Group-Hewlett-Packard) Teletech Lipa
Responsibilities:
-Providing real time resolution for technical inquiries for Level 1 agents
-Technical Supervisor-Managing 18 to 20 agents on their technical aspects on taking in calls this involves technical coaching and mentoring
-Resource person for process updates from clients and other co-supporting sites
Accomplishments:
-Top ASG for 3 consecutive months (June,July,August 2009)
Average Total Problem Resolution Score as a team-81% Target:75%
Average First Call Resolution Score as a team-62% Target:52%
-Acting Operations Supervisor (November 2009)
Managed all metrics across the board (Customer Satisfaction,TPR,FCR,Revenue)
-Member of the ASG TRIAGE (October 2009-July 2010)
Core Group that is responsible on all process,metrics,updates,client requirements for the ASGs
Trainings Attended:
August 10, 2009 HP L2/CTM ASG New Hire Training
Teletech CMC Lipa
September 16,2009 Root Cause Analysis 101
Teletech CMC Lipa
February 8, 2008- June 25 ,2008
Technical Support Representative (Verizon Online) Teletech Lipa
Responsibilities:
-Troubleshoot DSL/Networking problems
-Provides Real Time Information regarding consumer inquiries regarding company services
November 21,2007 - Jan 21,2008
Technical Support Representative (Verizon Online) ACS Lipa
Responsibilities:
-Troubleshoot DSL/Networking problems
-Provides Real Time Information regarding consumer inquiries regarding company services
Skills
Knowledgeable in using Microsoft Office 2003 Products, Microsoft Visual Basic 6, C++, Macromedia Flash, Macromedia Dreamweaver, Adobe Photoshop, Adobe PageMaker, Internet Explorer
Advanced knowledge in PC troubleshooting (hardware/software) and networking
Multitasking Skills
Ability to work with minimum supervision
Educational Background
Tertiary: Bachelor of Science in Computer Science -)
Lyceum Institute of Technology,
Km 54. Makiling, Calamba Laguna
Achievements:
Team Captain for the Best Thesis Award-
Title:PALMS.VB6(Programming Aid Learning Module System In Visual Basic 6)
Seminars Attended:
April – May 2007 On the Job Training
Philippine Long Distance Company (PLDT)
Tanuan,Batangas
February 14, 2007 Networking Seminar
Lyceum Institute of Technology
January 17, 2007 5S Orientation Seminar
Lyceum Institute of Technology
February 10, 2005 E-Commerce: Gateway to Virtual Marketplace
Lyceum Institute of Technology
February 02, 2005 Value of ISO: Quality Management System
Lyceum Institute of Technology
September 01, 2004 GNU LINUX and the Open Source Movement:
Catch the Wave Seminar
Lyceum Institute of Technology
Secondary: The Mabini Academy -)
Lipa City, Batangas
Elementary: Saint Joseph School -)
Lipa City, Batangas
Personal Information
Nickname:NaxCitizenship:Filipino
Birthdate:10/25/86Religion:Roman Catholic
Birthplace:Lipa City, BatangasHeight: 5 ft. 6 in.
Civil Status:MarriedWeight:210 lbs.
Father: Nazario D. MagsinoMother:Emelita J. Magsino
