JAY BONJOC
Trainer - Teacher - Client Support
Atlanta,GA
Summary
Diligent for Front Liner roles bringing 16 years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing and resolving complex issues and documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, fast-paced environment.
Overview
18
18
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Customer Support Executive / Product Trainer
Jobstreet.com Pte. Ltd
Singapore
11.2017 - 06.2023
- Delivered a world-class customer service and conducted system and product training to clients, mostly for HR personnel.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Managed customer's expectations and display ownership for customer's requests.
- Troubleshooted and resolved technical issues brought by client.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Keep up-to-date on new or enhanced products / services in order to maintain a high level of services to customer
- Identify and resolve service gap through constructive feedback for continuous improvement where appropriate
- Plan, organize and implement the assigned projects to accomplish a defined objective.
Customer Support Representative
JobsDB Singapore Pte. Ltd.
Singapore
04.2014 - 11.2017
- Initiates and implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfactions are maintained.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Troubleshoot on job ads posted to determine the factors affecting the responses.
- Proactively call clients to follow up on issues encountered
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Customer Service Representative
Samsung – Service
Singapore
02.2013 - 04.2014
- Provided a front-end quick response to customers handphone issues.
- Ensure troubleshooting techniques given to isolate the phone’s problem.
- Facilitate in backing up files for customers.
- Resolves software issues of hand phones.
- Handles irate customers and pacify their needs.
Customer Service Representative
Timezone Singapore (L.A.I.)
Singapore
03.2012 - 02.2013
- Responded directly to customer inquiries and complaints and provide a good impression to ensure customer satisfaction.
- Provided detailed instructions to the customers and ensure a good experience.
- Follow up on customer interactions, handle and resolve customer complaints.
- Create reports of daily takings and payouts.
- Record details of inquiries, comments and complaints.
- Communicated and coordinated with internal departments.
- Troubleshooted on machines' breakdown.
Customer Service Representative
JP Morgan Chase Bank, AEGIS PEOPLE SUPPORT
Cebu City, Philippines
01.2009 - 01.2012
- Handled customer inquiries, complaints, billing questions and payment extension/service requests
- Pacify angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
- Contributed to the sales increase by improving lead-generation and sales-tracking techniques.
- Became the lead "go-to" person for new reps particularly on challenging calls as one of the company’s primary mentors/trainers.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Attained the highest customer service ratings.
- Officially commended for initiative, enthusiasm, persuasiveness, intense customer focus and dependability in performance evaluations.
Customer Service Representative
Kodak, Palm, SYKES ASIA
Cebu City, Philippines
10.2007 - 09.2009
- Handled technical incoming calls from all the 50 states in the US and Canada.
- Responded to inquiries by using troubleshooting techniques.
- Provided quotes and executed online policy changes for interested customers.
- Used consultative selling techniques to provide leads for telesales personnel.
- Guiding customers in methods and techniques of using a particular software, system or an equipment.
- Answering the queries of customers on phone, email, or via written correspondence regarding the use of particular software or a system.
- Prepared online manuals and giving prompt response to the customer complaints about the malfunctioning of a particular device or a system.
- Provided the necessary information to the customers regarding the use of our products and services through emails, inbound phone calls and in person
- Helped customers, technicians and help desk agents in troubleshooting the technical issues.
Physical Education (PE) Teacher
AGUSAN COLLEGES
Butuan City, Philippines
06.2005 - 03.2007
- Taught physical education classes covering exercise strategies, sports, and safety.
- Develop instructional plans according to the requirements and needs of the students
- Demonstrated the proficiencies in the field of Physical Education properly to utilize the opportunities
- Managed and maintained school equipment and facility grounds.
- Collaborated with other teachers to develop, implement, and assess IEP plans.
Public School Teacher
BASAG ELEMENTARY SCHOOL
Butuan City, Philippines
01.2007 - 03.2007
- Supported student physical, mental, and social development using classroom games and activities.
- Introduced children to world of mathematics, language, science, and physical and social activities
- Encouraged collaboration in solving problems by having students work in groups to discuss and solve problems together.
- Planned and implemented integrated lessons to meet national standards.
- Incorporated exciting and engaging activities to achieve student participation and hands-on learning.
Education
Bachelor of Science - Elementary Education
CARAGA STATE UNIVERSITY
Butuan City, Philippines 06.2000 - 04.2004
High School Diploma -
AGUSAN NATIONAL HIGH SCHOOL
Butuan City, Philippines 06.1996 - 03.2000
Skills
Training and demonstration development
Customer Inquiry Management (CIM)
Customer-facing
Documentation and control
Policy and procedure modification
Presentation design
Teambuilding
Flexible and Adaptable
Troubleshooting technique
Workflow planning
Affiliations
Professional Regulation Commission
-LET (Licensure Examination for Teachers) Passer
Timeline
Customer Support Executive / Product Trainer
Jobstreet.com Pte. Ltd
11.2017 - 06.2023
Customer Support Representative
JobsDB Singapore Pte. Ltd.
04.2014 - 11.2017
Customer Service Representative
Samsung – Service
02.2013 - 04.2014
Customer Service Representative
Timezone Singapore (L.A.I.)
03.2012 - 02.2013
Customer Service Representative
JP Morgan Chase Bank, AEGIS PEOPLE SUPPORT
01.2009 - 01.2012
Customer Service Representative
Kodak, Palm, SYKES ASIA
10.2007 - 09.2009
Public School Teacher
BASAG ELEMENTARY SCHOOL
01.2007 - 03.2007
Physical Education (PE) Teacher
AGUSAN COLLEGES
06.2005 - 03.2007
Bachelor of Science - Elementary Education
CARAGA STATE UNIVERSITY
06.2000 - 04.2004
High School Diploma -
AGUSAN NATIONAL HIGH SCHOOL
06.1996 - 03.2000