Guillermo Jaravata Jr.

Guillermo G. Jaravata Jr. Block 1 Lot 28 URDHI Compound, Dominican Hill, Baguio City 2600 | - | - |-| Skype ID:-| WordPress: https://guillermojaravata.wordpress.com Profile Motivated, professional with several years of call center experience and 3 years of self-taught IT skills 4 years of Project Management 2 years of property management and 8 years of customer service in the BPO industry. Flexible and versatile – able to maintain a sense of humor under pressure, a workaholic. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team building and communication skills. Skills Summary Excellent spoken and written English SOP and technical writing Graphic Design - Adobe Illustrator and Photoshop Research and reports Process development and automation Gantt Charts Email Handling and Management MS Office Siebel CRM Customer service Freshdesk Basecamp Google Apps Monday.com Kayako Data Analysis Shopify Remedy Tool Process Mapping Salesforce Human Resources AirDNA Wordpress Moodle Professional Experience and Employment History: Achieve Test Prep LLC (May 2019 to March 2023) Project Manager - Human Resource Specialist (May 2020 to March 2023) ● ● ● ● ● ● ● Coordinates and collaborates with project stakeholders and staff to analyze and document best practices and operational procedure. Collaborates with the company leadership team to assist with the execution of key initiatives. Supports the implementation of process improvement projects including project planning and issue management Conducts research, analyzes information, summarizes results & makes recommendations on business topics assigned. Creates cross-departmental new hire training materials and/or programs, including videos used for training and inter-department processes Develop processes to streamline operation such as but not limited to automation, operating procedures and workflows. Provide counseling to policy outliers, personalize action plan and monitor policy adherence. Helpdesk - Retention Customer Service ( June 2019 to April 2020) ● ● ● ● ● ● Troubleshoots computer and mobile devices issues that customers have when accessing Adobe Connect online platform, Moodle LMS, and other websites Assists customers in installing software and apps under different Operating systems and mobile devices (Windows, Mac, Chrome OS, Android, iOS) Guides customers on resolving technical difficulties over the phone (audio issues, connectivity problems, etc) Access customer's computers remotely to resolve technical difficulties Provides an excellent customer service experience Present alternatives to clients in the attempt to keep their service and not cancel. 27 intouch (June 2017 to May 2019) Team Leader/Manager ● ● ● ● ● ● Answer inquiries from Airbnb users. Investigate and resolve issues raised by Airbnb users. Liaise and mediate between Airbnb hosts and guests. Orient Airbnb users on the policies and rules. Conducts daily/weekly/monthly quality audits of team members' work on different lines of businesses, i.e. call recordings, email and chat transcripts, real-time side-by-side monitoring, etc. Coaches, trains, and develops team members on a weekly basis or whenever necessary to achieve efficiency and quality performance results including periodic updates received from clients. ● ● ● ● ● ● Gathers raw data per account in line with performance or quality to be submitted to the Process solutions Department that will be transcribed into a reporting format in order to develop action plans to address identified challenges. Identifies possible internal team conflicts and takes measures as needed following business-standard practices to avert crisis that may arise. Records and maintains the team's individual and overall performance for reporting purposes based on their manager's advice. Develops, manages, and monitors KPIs and drives the team to work in meeting and exceeding the expectations of clients. Conducts employee engagement to drive the team's overall performance productivity, reliability, and quality; works well with Management to make sure all retention efforts are exhausted in minimizing turnover rate. Monitors and observes the agent's behaviors while on the production floor and to be agile in escalating to HR any deviations for progressive disciplinary action. Interdyn Audio Visual LLC (February 2016 - February 2017) Home based Technical Support and Chat Representative ● ● ● ● ● ● ● Provide after-sales customer support for issues concerning Audio Visual products such as amplifiers, network speakers, projectors, turntables, digital radios, and accessories via email and chat correspondence. Gather Leads for sales and forward all credentials to the Sales Manager Back-end invoicing and quotation. Technical specification research. Shopify administration eBay posting and management Prisync administration Ticket management via various CRM tools such as Freshdesk and Salesforce Engage to Sell, LLC (September 2015 to January 2016) Part-Time Professional Chat Representative ● ● ● ● ● Invite online customers to a chat session to discuss products or services they are interested in. Gather Leads for sales and forward all credentials to the Sales Manager Advice Team Leader on prospective customers who want to have their business or website supported by our work staff. Set up an appointment for sales and repair. Discuss Insurance policies with pre existing clients and prospective clients. Technical Support Representative Level II / Time Warner Cable Global Representative ● Internet connectivity troubleshooting, Configuration of client's equipment to connect to ● ● ● ● ● ● ● ● ● ● ● the Internet via modem/DSL Router (DSL customers only). Configure software to connect to Internet application servers. Provide training to clients in the use of systems and applications as related to the internet. Obtain general understanding of OS and application operations related to company offered services. Identify and correct or advise, on operational issues in client computer systems. Responsible for supporting internet connectivity issues for one computer and multiple computers LAN and WAN connections Ensure customer quality service and customer satisfaction. Knowledge of Windows operating systems including Linux, iOS, and mobile applications. Ensures Total Customer satisfaction and first call resolution Modem Provisioning using ICOMS Upselling services to a higher tier of speed Modem provisioning and activation Responsible for escalating issues to Tier III such as DNS and DHCP issues Setting an appointment for technician dispatch as a last result for no connectivity issues. Self Employed, Baguio City (Sept. 2009 to Sept. 2010) Layout artist / Web Page designer ● ● Layouts and designs individual and company web pages according to their specifications and needs Uploads HTML files and maintains web servers for any changes or updates. SITEL, Baguio City Philippines; AT&T Account (Sept. 2007-Sept. 2009) AT&T Southeast Yahoo Escalation Team/customer service /technical support/helpdesk specialist ● ● ● ● ● ● ● Responsible for inbound escalation calls from AT&T Tier 1 and Tier 2 agents from all global centers of AT&T including dial-up, high-speed broadband internet (Residential and Business) accounts. POP, IMAP, and SMTP configuration for web-based emails and PC based email clients. Responsible for issue referral to yahoo Tier 3 engineers. Provide contacts and addresses import and export with most email clients (all versions of outlook, outlook express, Eudora, mac mail, etc.) Mail client troubleshooting including send and receive issues, corrupted inbox/es. Responsible for checking mail delays and duplicates. Assisting customers and Tier 1 agents to configure spam filtering and multiple mail set-ups. ● Restoration of missing emails and contacts. ● ● ● ● Handles database changes like date of birth, security answers, and passwords. Provide email client and webmail upgrades to the most updated version. Responsible for mail forwarding, configuration, and spam mail blocking. Responsible for assuring the validity of every call transferred and escalated. ● ● Remote control tool used for chronic cases and advanced troubleshooting. Providing outstanding customer satisfaction. AT&T high-speed internet home networking team/customer service /technical support/helpdesk specialist ● ● ● ● ● ● Responsible for handling inbound calls from the nine (9) southern states of AT&T High-Speed Internet services. Home Network Set-Up Education: Basic home Networking Set-Up between Microsoft Windows XP Operating Systems Using Standard TCP/IP Configuration Drive Mapping. Router and modem troubleshooting and configuration including bridging, IP passthrough, and securing wireless connections of customers. TCP/ IP troubleshooting and Installation. File-Sharing: (creating a share on the system and accessing from another system on the same network) ● Printer Sharing: (sharing a printer connected to a computer or a standalone printer with an internal network card) ● Enabling Encryption (WEP/WPA-PSK only) ● ● ● SSID Configuration Provide remote control assistance for customers with special needs. Responsible for wireless connection walk-through, installation of WLAN. SITEL, Baguio City Philippines; AT&T Account (Nov. 2006- June 2007) AT&T High speed internet Tier 1 agent/customer service /technical support /helpdesk specialist ● ● ● ● ● ● ● ● Provide client support and technical issue resolution via E-Mail, phone, and other electronic mediums. Configuration of client's equipment to connect to the Internet via modem/DSL Router (DSL customers only). Configure software to connect to Internet application servers. Provide training to clients in the use of systems and applications related to the Internet. Obtain general understanding of OS and application operations related to company offered services. Identify and correct or advise, on operational issues in client computer systems. Responsible for supporting internet connectivity issues for one computer and multiple computers (mostly LAN connections). Ensure customer quality service and customer satisfaction. Installation of third-party software like browsers, FTP clients, and AT&T Internet security suite AT&T internet security installation and slow internet speed troubleshooting. Plug-in installations, JAVA, Adobe Flash player, Active–x, direct-x controllers, and Macromedia Shockwave. Knowledge of all operating systems including Linux, Windows 7, and windows mobile ● ● ● System restoration and Firewall configuration. VPN, VOIP troubleshooting Ensures Total Customer satisfaction and first call resolution Independent Web page lay-out artist/computer technician (May 2003-Oct. 2006) ● ● ● ● ● ● ● ● Designs web pages on an “on-call “basis depending on customer's specifications and preferences. Digital image enhancement and restoration. Audio and video editing. Set up small office networking. Operating systems installation and PC Formatting Computer repairs including hardware upgrades and replacement. Small office LAN networking. Data backup and recovery Company Nurse, Millennium Home Owners Association Inc., Baguio City, Phil. (Mar 2001 to Feb 2003) ● ● ● ● ● ● On-site basic life support nursing. Responsible for medicine inventory and dispensing. Referral of manual laborers to an accredited health facility. Responsible for assuring work area safety and monitoring work hazards. Acts as a liaison officer for workers and their health benefits. Responsible for medicine and stock purchases. Store Sales Representative, GNP Trading San Juan, Quezon City Phil. ( Jan 1997 to Feb 2000) ● ● ● ● Stock inventory of “Mars Inc.” products on all 7-11 convenience store outlets in all Quezon City area Responsible for weekly sales reports and analysis. Reports stock spoilage and returns to the main office. Assures quality of the goods being retailed. Educational Background: Pines City Colleges – Baguio City, Philippines Bachelor of Science in Nursing, 1995; Registered Nurse 1997 Saint Louis University – Baguio City, Philippines Bachelor of Science in Engineering 1989 – 1991 Personal Information: Civil Status: Single Date of Birth: July 27, 1972 Place of Birth: Tagudin, Ilocos Sur, Height/weight: 5’7”/150 lbs Nationality: Filipino