Jan Benedict Alagon Email & Phone Number

Greater Boston Area

• Manages expert and client communication, qualifying, and scheduling
• Makes sure that expert profiles are of best quality to present over to clients
• Helped recruitment with efforts on finding best experts depending on the client need

NCR - National Capital Region, Philippines

• Manages performance and daily operations of a team of recruiters/researchers, and directs them to meet/exceed goals defined with clients
• Develops and manages tactical sourcing and recruitment strategies, in partnership with the operations manager and client manager
• Ensures successful implementation, continual operation and success of accounts, by collaborating with different work groups
• Builds recruiters’ competencies in sourcing and recruiting, according to the needs of their industry/client
• Assists client managers in maintaining positive client relationships
• Other duties include employee development, reports generation and analysis

• Managed a team of 15 monitoring performance based on RTF, CHT, Value Generation, Attendance and Schedule Adherence
• worked with IPO, QA, and VOCM to achieve co-departamental goals
• worked with Site Engagement in company events

• Assisted Team Leaders and CCPs on product related concerns
• worked with IPO, QA, and VOCM to achieve co-departamental goals
• worked with Site Engagement in company events

• Provided world class customer service to card members by providing relevant Relationship Care enhancers.
• Encouraged card members to use the card product more by transitioning to a relevant Share Of Wallet information.
• One of the seven, out of 24, CCPs awarded with a Perfect Attendance certificate.
• Tools used: SSP, AESP

• Managed team’s productivity in terms of answering calls, addressing email tickets and making sure staff is following proper call flow procedures.
• Made sure that the team’s Extra Charges are below 2% to maintain high profit for the site.
• Made sure all calls are answered by monitoring RTA and staff on ACW
• Assigned orders to staff to be wired out and delivered on the date requested
• Created, maintained and implemented the following process:a) Extra Charge Processb) Fraud Detection Process
• Tools used: MS Office, Open office

• Assisted and made sure that supplier statements are correct and that no one is being over or underpaid
• Managed site’s attendance reporting
• Created the reporting process for transactions being reversed and cancelled
• Approving manager for refund requests
• Trained 1 staff to become the next Financial Analyst
• Created and maintained the following policies:a) Acceptable Use Policyb) Refund Policyc) Time Keeping System Policy

• Provided support for customers from Australia, New Zealand, UK and rest of the world in placing orders, following up deliveries and resolving quality issues through www.readyflowers.com
• Specialized in wiring orders out to suppliers and haggle pricing to a lower amount to ensure higher company profits
• Monitored and cleared orders tagged as potentially fraudulent and remove them from the system if needed to avoid unauthorized transactions

• Managed a team of 45-50 agents every quarter and coach them in terms of attendance and schedule adherence, managing leaves, and checking agents’ billable and productive hours
• Spearheaded efforts to lower absenteeism and was recognized by President and CEO of ePerformax by creating the Mafia Wars game for PayPal
• Supported SSP1, SSP2, and NM agents by answering product-related questions and taking supervisor calls
• Provided full floor support in terms of security and productivity
• Introduced the Academy Bay Teamlead for PayPal Operations for familiarize new agents with the “dos and don’ts” inside the production floor
• Tools used: MS Office, CMS, RTA, AVAYA TKS, Chronos

NCR - National Capital Region, Philippines

• Supported the Operations Team in terms of tracking attendance and monitoring 400+ agents’ schedule adherence
• Supported the operations team by providing accurate floor inventory
• Provided assistance to team leaders by uploading employee schedules for Timekeeping and other payroll concerns
• Tools used: MS Office, CMS, RTA, AVAYA, TKS, Chronos

NCR - National Capital Region, Philippines

• Specialized in taking supervisor calls, receiving and tracking customer complaints and addressing them properly
• Monitored and updated PSERV ticketing system
• Assisted agents from co-vendors such as ph2 (PayPal, Sutherland), ph3 (PayPal Sitel), vc (PayPal, Vancouver) and om (PayPal, Omaha) in answering product questions, escalations and consults
• Tools used: Paypal admin tools, Knowledgebase, Sandbox, MS Office

• Provided support from customers from UK, North America and Canada
• Provided complete and accurate resolution to customers
• Tools used: Paypal admin tools, Knowledgebase

NCR - National Capital Region, Philippines

• Pioneer employee of Olongapo city branch; trained in Savers Mall, Balibago.
• Provided complete and accurate inventory of toys, clothing, sports ware, and furniture
• Responsible for the internal design of the store

• Responsible for serving gold standard food to customers
• Nominated as best dining assistant in 2003 and is included in the top 5 best dining crew of 2002

• Crew trainer for new employees for grill men
• Responsible in providing gold standard food to customers
• Nominated as best grill man for the months of July and September 2002