Jonathan has over a decade of experience in the BPO industry, having held roles as a customer support specialist, credit and collections support, and an expert in back office and business support.He has been recognized as a valuable contributor and has always been consistent in achieving his personal targets on top of his role as POC. Some of the highlights include: Training and supporting new team members, enabling them to effectively carry out their tasks. Providing feedback on transaction opportunities to maintain the quality of work and sharing best practices to efficiently manage the work volume. Created a portfolio of training documents and work flow procedures and encouraged the team's performance to stretch the productive capacity to be able to meet the team's KPI and SLA targets.Jonathan's most significant career highlight would be representing Manila and winning the company wide internal competition called Hackathon last August 2017 in Sydney, Australia. Hackathon is a regular internal competition for software engineers, web developers, and other employees aiming to solve, develop, or create extensions for the hipages online platform and app that would innovate the user experience. The development project is called Photo Recommendations for the hipages app, and he was able to bring home two out of the three awards, namely: the Commercially Viable Product Award and the People's Choice Award. This was made possible with the due diligence of our then VP of Operations and Country Manager, Nathan Platus, and in collaboration with software engineers, web developers, and other IT experts in the field.Jonathan is also active in different engagement activities promoting the core values of the company as a People and Culture Ambassador and a hi-TAG Champion. The people and culture team is responsible for all the events and celebrations, while hi-TAG aims to resolve the identified challenges from unsatisfactory employee experiences. One area that was addressed during the hi-TAG session was transparency, where, alongside Cess Bona and Bella Gumban, the hipages community board and Manila Town Hall were implemented as effective channels to relay significant company updates, celebrate achievements, and recognize outstanding employee performance.
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Adjacent RoleHipages Group 2017 - Present• Initiate validation procedures for pertinent contractor licenses, public liability insurance, and tradesperson business registration on the platform.• Manage the process for approval and denial of service requests to ensure regulatory compliance.• Liaise between cross-functional LOB's to immediately address general to complex concerns regarding license credentials and/or escalate to the appropriate department for quick action.• Deliver an accurate and timely response to license inquiries particular to a service category, with emphasis on the guidelines mandated by the local authority, as each state has individual fair trading policies.• Flag businesses with discrepancies in qualifications for further investigation. -
Admin. Support - Team PocHipages Group 2017 - Present• Created a portfolio of training documents and work flow procedures.• Train and support new team members and share the best practices to enable them to effectively carry out their tasks.• Provide feedback on transaction opportunities to maintain the work quality.• Attend calibration sessions with the team and offshore counterparts to stay updated on product knowledge.• Work volume management aligned with the teams KPI and SLA targets.• Update and maintain work trackers and generate end-of-day reports.• Take part in EDS trainings and leadership academy development programs.• Encourage participation among the team in company events and engagement activities.
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Admin. Support SpecialistHipages May 2015 - PresentAdministrative tasks include but not limited to:• Data entry and timely and accurate updates on CRM and database management.• Email management from the general repository system.• Sort and transfer customer inquiries from the message center to the appropriate case queue.• Promptly respond to general inquiries via email and chat and send relevant business correspondence.• Moderate user generated content on the platform.• Voicemail transcription.• General transaction management.• Activation and renewal of subscription.• Invoicing, cancellation, and write-off of accounts.• Other ad hoc action tasks.
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Direct Energy | Contracts ManagementWipro Jan 2014 - Dec 2014Quezon City, Metro Manila• To guarantee accurate account information, carefully review the contract specifications for new, renewal, and win-back sales.• CRM data entry and records management.• Perform data validation via outbound calls, carry out an investigation if necessary, and retrieve any missing data to proceed with the sign-up.• Sales pitch to existing clients whose contracts are about to expire, introducing new product listings.• Review DOA'd contracts and convert them into leads for sales. -
Atco Gas And Electric | Back Office Billing, Processing & ExemptionsWipro Jan 2013 - Dec 2013Quezon City, Metro Manila• Generate invoices, handle billing disputes, and send business correspondence.• Appropriation of a/r, merge payments and consolidation of accounts.• Arrange the appointment schedule between the customer and service men for property inspection, meter reading, and installation of devices.• Process job orders for site energize / de-energize.
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Direct Energy Regulated Services | Credit & Collections - Operations SupportWipro Digital Operations And Platforms Feb 2010 - Dec 2012Quezon City, Metro Manila• Outbound calls to collect payments from customers with overdue balances and • Initiate skip tracing on disconnected accounts with an outstanding bill.• Processing payments involves negotiation skills to get the payment in full or assemble a flexible arrangement to retain or restore the service. • Review the account's credit rating and ensure the schedule of the next appropriate credit action.
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Schengen Visa Specialist | Deutsche Botschaft, ManilaPiasi - Philippine Interactive Audiotext Services Inc. Aug 2007 - Jan 2010Taguig City, Metro Manila• Inbound customer service for inquiries regarding Schengen visa applications.• Provides assistance in accomplishing the application form for manual applications and give further advice on how to obtain the requirements.• CRM data entry of customer's information for online applications.• Generate the appointment schedule for an interview at the embassy.• Reviews the checklist requirements for the applicant to ensure all the documents and requirements are complete. -
Visa Inquiry Customer Support | Real Consulado De España, ManilaPiasi - Philippine Interactive Audiotext Services Inc. Aug 2007 - Jan 2010Taguig City, Metro Manila• Provides relevant information regarding residence and short stay visa requirements as well as transit visa for seafarers and tourists crossing schengen borders. • Sorting of the applicants documents and screening for any false information, tampering and/or fabrication.• CRM data entry, processing and records management.• Generate appointment schedule for courier pick up service of travel documents.• Receive processed applications from the consulate and secure the schedule for courier delivery.
Jonathan Encarnacion Education Details
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Business Teacher Education
Frequently Asked Questions about Jonathan Encarnacion
What company does Jonathan Encarnacion work for?
Jonathan Encarnacion works for Hipages Group
What is Jonathan Encarnacion's role at the current company?
Jonathan Encarnacion's current role is Admin. Support Specialist.
What schools did Jonathan Encarnacion attend?
Jonathan Encarnacion attended Polytechnic University Of The Philippines.
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Jon Encarnacion
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