Girard Joseph Montañano Email & Phone Number

National Capital Region, Philippines

Quezon City, Philippines

• Handled Escalation calls from Account Associate I, Account Associate II, Account Associate III and Subject Matter Experts.
• Provided support and feedback for all frontline Account Associates.
• Worked with Team Leaders, Operation Managers, and Site Director to determine appropriate escalation paths for any service or product escalations.
• Analyzed client issues through root-cause analysis and problem management as it relates to client profitability and recurring issues.
• Participated in process improvement meetings.
• Performed research, data analysis, and communicate new solutions based on client needs/requests.

Quezon City, Philippines

• Assisted Team Lead or Lead Facilitator in conducting process training by delivery of modules and assessments, maintenance of reports, handling of equipment, preparation of materials, etc.
• Motivated frontline agents, instills discipline and behavior according to company standards.
• Attended calibration meetings to ensure consistency in the monitoring process and to remain updated on current issues; accountable for the accuracy of evaluation and information provided to the agents.
• Specialize in a particular process/system/product group as assigned by supervisor or manager, was relied on as an expert resource on relevant and complex issues.
• Provided floor assistance to production teams.
• Facilitated/attended team huddles.

Quezon City, Philippines

• Answered client requests or inquiries concerning services, products, and reports problem areas.
• Provided recommendations according to the client’s needs.
• Gathered client’s information and determine the issue by evaluating and analyzing the symptoms.
• Diagnosed, resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP, etc.
• Identified and escalated priority issues per client specification.
• Conducted follow up callbacks to clients when necessary.

NCR - National Capital Region, Philippines

• Handled 10+ inbound calls daily, with duties of assisting clients with their technical related questions about their product/service.
• Participated in development of client training programs by providing a recommendation that may help improve overall process and customer service level.
• Analyzed, resolve and maintain hardware and software for networks, email, laptops and other types of communication.
• Documented all technical issues and resolutions in a computer-based ticketing system.
• Performed remote control over clients’ laptop when necessary to resolve a complex technical issue.