Jeffrey Pascual

 JEFFREY RAMOS PASCUAL #0966 Servando Santos St. Sta. Barbara Baliuag, Bulacan Mobile # - E-mail :- PERSONAL: Age:35 Birthdate:October 25, 1981 Civil Status:Single Height:5'7” Weight:115lb Mother's Name:Ma. Narita Ramos Pascual Father's Name:Silverio Lim Pascual EDUCATION: Primary:Baliuag University Gil Carlos St. Baliuag, Bulacan- Secondary:Baliuag University Gil Carlos St. Baliuag, Bulacan- Tertiary:AB Journalism University of Santo Tomas España, Manila- WORK EXPERIENCE: Freelance Writer Stream Global Services Inc. 12th Flr. PBCom Tower VA Rufino cor Ayala Avenue Makati City Quality Representative – Dell Central Quality DUTIES AND RESPONSIBILITIES: Provide evaluations for a set of assigned Support Professionals on a monthly basis. Ensure the compliance of Support Professionals to Stream and Dell’s policies and procedures. Provide feedback on Support Professionals on their areas of opportunities as well as recommend action plans to further improve on the said areas. Provide feedback to Team Managers and Operation Leaders on the common misses of Support Professionals so as to draw attention to them and warrant immediate attention. Attend calibration sessions with Operations and Clients to ensure uniform scoring of Evaluation worksheets. Cascade new policies to operations. Upload calls of Support Professionals to be evaluated by Dell’s Quality Representatives. TSR 2 – Dell Technical Support DUTIES AND RESPONSIBILITIES: Provide technical support for Dell system owners. Assist in resolving hardware and Operating System issues with Dell systems. Process replacement parts for Dell systems. Recommend upgrades for Dell systems. CSA 3 – ATT WSC DUTIES AND RESPONSIBILITIES: Provide assistance to AT&T customers who are experiencing difficulties with their mobile devices. Provide basic troubleshooting assistance for AT&T customers. Determine customer eligibility for replacement phones or warranty upgrades based on their warranty and the condition of their current mobile units. Provide customers with the easiest and most comfortable means of getting replacement units whether by directing them to service depots or processing replacement units. Ensure customer satisfaction with AT&T. CSA 3 – SME – Sprint Customer Care DUTIES AND RESPONSIBILITIES: Provide floor support to production agents Handle escalated calls Provide up training for production agents Participate in call monitoring sessions with the client and the Quality Assurance team. Handle customer complaints and create an action plan for the management and the client for such. Handle teams enrolled in Performance Improvement Plan classes. Handle teams without team leaders or whose team leads are either absent or on leave.