John Juico Email & Phone Number

• Set targets for all other agents to meet• Schedule and organize shift patterns for other team members to ensure thatcustomers are never left unattended to Understand all organization’s products,services, procedures and guidelines and communicate same to all teammembers• Monitor all correspondences to ensure that due procedures and qualitystandards are strictly adhered to• Facilitate and organize training session for all agents and participate inrecruitment of new agents• Recommend and purchase gadgets to enhance job performance• Conduct regular review of agents’ performance and organize training sessionsfor under performers• Submit regular reports to management and seek new ideas and strategies toimprove performance at the studio• Keep up with trends and happenings in the industry and ensuring adherence toindustry standards• Ensure that clients are kept happy and satisfied at all times by providingprompt response and solutions to their challenges at all times• Ensure a safe and harmonious working environment for all other teammembers and delegate duties to all team members.

• To be involved in establishing the proper documentation for agents’ training;• To communicate best practices to customer support agents;• To assist the Team Lead in new customer support agents training;• To offer mentoring to agents that are less familiar with a project/team;• To help integrate new agents on a project;• To assist the Team Lead in a wide range of administrative tasks when required;• Submitting quality control reports• Creating customer support reports• Assisting agents setting-up their workstation• To support clients’ relations when required;• To lead discussions on improving the service and the team wellness;• To act as a filter and coordinate small requests;• To answer small requests form customer support agents

• Our services include Customer Experience, Quality Control, Community Management, and Social Media Management for Game Developers and Publishers.• I am part of the customer experience team for a chat, voice, and social media platform. We assist users with a strong emphasis on empathetic and engaging support.

Makati, National Capital Region, Philippines