Ivan De Guzman Email & Phone Number

English Support Specialist ○ Become an expert on our platform, processes, and policies ○ Contact external delivery platform support teams to update live orders for our customers ○ Use correct troubleshooting processes, language, and structure to address customer complaints over a variety of support channels (e-mail, chat, phone, etc.) ○ Use good judgement and strong communication skills to ensure escalations are solved on the first contact ○ Quickly respond to customer inquiries to ensure 100% customer satisfaction ○ Work cross-functionally with other departments to prioritize, coordinate and apply resources as needed Management SolutionsJIRA/Unassigned tickets ○ Work closely on JIRA in Control tower as needed ○ Resolve and close JIRA requestsLead Enrichment ○ Help SGMY to do with the Lead Enrichment Menu Management ○ Organizing menus of a restaurant ○ Ensuring all menus are aligned across all OFOs ○ Has complete and thorough knowledge of all phases of his/her work and related tasks. AE Recruiter ○ Source qualified people for an opening postion via Linkedin Recruiter ○ Guide on where to book an interview via Calendly app ○ Update and notify recruiting team about a prospective talent

Reporting directly to the CEO providing executive support in a one-on-one working relationship. Serving as the primary point of contact for internal and external communication.- Lead generation with LinkedIn and Sales Navigator- Research and preparation for various reports and presentations- Leading meeting agendas and recording minutes

- Understand and adopt Company philosophy of PRO 3 SALES STRATEGY - DEVELOP RELATIONSHIP, BUILD NEED AND GAIN AGREEMENT Answers or replies to current clients and interested parties’ questions and comments about product and/or service questions- Build sustainable relationships of trust through open and interactive communication- Follow communication procedures, guidelines and policies- Take the extra mile to engage clients/customers/ prospects- Maintains customer records by updating account information in CRM- Resolves product or service concerns by clarifying the customer's complaint; determining the cause; selecting and explaining the best solution to resolve the issue; expediting correction or adjustment; following up to ensure resolution and client satisfaction- May also delegate or refer complex client issues to second level of support or direct supervisor.- Prepares EOD report by collecting and analyzing client’s prospects information

Ncr - National Capital Region, Philippines

Employed by ZigZag Connect Inc. on behalf of Assembly Payments to provide technical support to clients. Responding to queries, isolating problems, troubleshoot issues and implement solutions.- End-to-end ownership of support tickets- Review and make decisions regarding potentially fraudulent transactions/users- Conduct KYC (Know Your Customer) and Underwriting checks.

Ncr - National Capital Region, Philippines

Assisting customers with inquiries related to a company’s products and services. Maintained adequate company and product knowledge to provide proficient service.- Greet, address, and thank customers in a friendly and professional manner- Understand customer requirements so as to provide appropriate clarifications and solutions- Contribute ideas to resolve customer problems to improve agent productivity and customer efficiency

● Tools and Equipment checking (Operations tools and links, TPG Hotline, CCTV, AC and Biometrics)● Handling Service Desk (Answering queries, request tracker-ticketing System, Account. Maintenance, Certification installation, Call recording retrieval, CCTV recording retrieval, Printer access, Biometrics access, Headset issuance, Q Drive maintenance, Phone Configuration [Cisco 7940 and 7941, GXP2000, and GXP2100], Coordination with other dept. issues and requests)● Desktop Support (Installation and Maintenance Windows and Linux OS, Network Troubleshooting, Software and Hardware troubleshooting, Replacing defective equipment, Managing Network Share Drive, Executing Workstation Movement, Phone Cable / Spiral re-crimping, Repairing of Headsets)

Pasay City

● Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.● Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.● Plan, organize, direct, control or coordinate the personnel, training, or labor relations activities of an organization.● Provide current and prospective employees with information about policies, job duties, working conditions, wages, and opportunities.● Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork● Maintain records and compile statistical reports concerning personnel-related data such as hires, transfers, performance appraisals, and absenteeism rates.● Identify staff vacancies and recruit, interview and select applicants.● Represent the organization at personnel-related hearings and investigations within the company.● Training and Teaching personnel - Identifying the educational needs of an employee, developing formal educational or training programs or classes, and teaching or instructing them.● Analyze training needs to design employee development, language training, health and safety programs.● Interpreting the Meaning of Information for the employees - Translating or explaining what information means and how it can be used.

Bonifacio Global City

● Monitors and executes all seminars and projects of BWI with high impact, proper and orderly delivery.● In-charge of internal and external coordination in every project, event or seminar once the sale has been closed.● Helps set and accomplish the final goal/s of the project by reducing the project to a set of manageable tasks and at the same time having a holistic perspective on the project.● Manages the contract ascertaining the completion of deliverables of both the company and its client.● Oversees the administrative function of BWI to efficiently support the other divisions (Inventory management, BWI file management, documentation [hard+soft copies], outsourcing of BWI collaterals & giveaways.● Develop and continually propose improvements for the “backroom operations”, based at the office to serve as a strong support, powerful resource and effective “check and balance” to the “field operations” of the department. This includes [but not limited to] an effective filing and storage of training materials and resources, marketing and selling collaterals, evaluation tools and data, updated list of partners and suppliers, financial reports of projects and the division as a whole, ad client-partner information ad contracts.● Assist Motivational talks/Seminars/Workshops/Team Building programs when necessary.

Eastwood City, Libis Q.C.

• Billing corrections (price adjustments, credits, reversals, chargeback, taxes, earnings, etc.)Order Status (shipping and delivery information)• Processing returns, replacements• Billing inquiry and Order Entry • Product Inquiry and Product availability and Up selling

Eastwood City, Libis Q.C.

• Doing Floor Walks, Assisting agents on any concerns such as further analysis on issues, supervisor call and escalations• Provides first and second level technical support through phone• Follows teams defined process and procedures with company policies• Accountable for providing a high level of technical response to the customers of our clients• Ensures that all communication with customer cases are logged in accordance with the Data Quality guidelines• Follow prescribed problem resolution procedures and handles problem usage and questions• Reaches and maintains the level of technical competence and customer service skills as required for the post• Ensures that service levels are achieved as communicated by the Account Mangers

Bachelor'S Of Technology, Electonics Technology

Activities and Societies: University Student Gov't, D'GEARS, etc

Education record