John Carlo Jimenez
Blacktown,Australia
Summary
More than 14 years of BPO experience handling Technical, Sales and Customer Service programs in Operations, Training and Quality Assurance for Telco accounts across the globe. Background in Electronics and Communications Engineering with a passion for keeping up to date with the latest trends in technology. Experience in Welding and Sheet Metal Working. Currently a student VISA holder in Australia taking up Advanced Diploma of Information Technology specializing in Telecommunications Network Engineering graduating in April 2024.
Overview
15
15
years of professional experience
Work History
Retail Sales, Technical Support, and Customer Service Representative
Telstra
09.2022 - Current
- Knowledge in telecommunications networks e.g NBN, 5G, and plain old telephone systems
- Face to face engagement in customer conversations to uncover needs with probing questions and overcome objections using persuasive techniques
- Employed prescribed sales processes to cultivate strong customer relationships
- Implement proactive changes based on customer feedback, leading to direct drop in customer complaints
- Assist customers in troubleshooting devices purchased from Telstra such as mobile device, tablets, dongles and laptops
- Assist customers in downloading and installing applications such as antivirus software and entertainment apps
- Expert knowledge of the products and services provided by the company, its competitors, and current market circumstances in the industry
- Tailor fit offers based on customer’s needs, processing contracts and orders in the system
- Communication with customers via text, call or email to check quality of service provided and address any concerns.
Production Welder
Sydney Pile Cages
06.2023 - 08.2023
- Knowledge in operating machines used for production
- Reading technical diagrams for construction columns assembled in the factory with specific measurements based on client’s request
- Knowledge in MIG welding used to fasten bars and spirals to assemble columns.
Sheet Metal Worker/Welder
OneUp Preformed Systems
07.2022 - 06.2023
- Observed safety practices and procedures to maintain safe and clean working environment
- Fastened joints and seams together to assemble components into sheet metal products
- Nailed and welded pieces into place by securing panelled edges and machine-made moulding to structures.
Retail Sales and Customer Service Representative
Optus
04.2022 - 08.2022
- Answering product questions with up-to-date knowledge of sales and store promotions on a face to face setup in-store
- Used consultative sales approach to understand customer needs and recommend relevant offers
- Determined solutions for clients promptly and professionally
- Assisted customers by answering questions and fulfilling requests
- Explaining terms and conditions of service and processing orders in the system
- Following up on customer orders and issues to be addressed.
Customer Service and Sales Specialist
Astra Limousines
03.2022 - 04.2022
- Took payment information and other pertinent information such as addresses and phone numbers to place reservations
- Answered and average of 30 phone calls, emails and faxes per day addressing customer enquiries, solving problems, and providing product information
- Following up and tracking driver location and constantly updating customers on trip status.
Team Leader / Product Trainer / Representative for Sales, Customer Service and Technical Support
Virgin Mobile / Bell Canada - IQOR Philippines
06.2016 - 02.2022
- Constant communication with clients and management to plan initiatives for improvement of site performance
- Delivering training for new hires and existing employees in either face to face or online class setups
- Oversee team day-to-day performance and operation and setting clear team goals and Key Performance Indicators
- Creating a healthy and motivating work environment and atmosphere
- Creating weekly and monthly sales reports to be presented to managers during meetings highlighting strengths and areas of opportunities for the program
- Expert level product knowledge of services provided, competition, and current market conditions
- Explaining terms and conditions of service, contracts and processing customer orders in the system
- Tracking delivery of goods and updating customers with the most up to date information regarding their orders
- Offering products and services based on customer needs after asking probing questions
- Processing leads for potential new customers and customers adding more services on existing accounts.
Product Trainer / Representative for Customer Service and Technical Support
QWEST / Centurylink USA - Teletech Philippines
12.2008 - 06.2016
- Evaluate calls for quality assurance and conduct coaching sessions to improve agent performance
- Conduct Pre-Process training for American culture and company compliance courses
- Train new hire and existing employees for different lines of business within the program
- Create reports and presenting to managers and clients regarding performance on an individual / team / site level focusing on customer satisfaction, resolution provided, net promoter score and formulating action plans to improve performance
- Processing technician appointments for issues with the service
- Troubleshoot issues with telephone systems and internet service
- Provide support for customer equipment related to services provided
- Offering value added products and services to customers based on their needs and processing sales leads.
Education
Advanced Diploma of Information Technology – Telecommunications Network Engineering Specialisation -
New Era Institute
Windsor, NSW04.2024
Diploma in Telecommunications and Electronics Engineering Technology -
Technical University of the Philippines
10.2013
Skills
- Reading Comprehension
- Career Guidance
- Machinery Monitoring
- Vulnerability Analysis
- Calm and Professional Under Pressure
- Order and Refund Processing
- Selling Skills
- Upbeat and Positive Personality
- Order Filling
- Customer Account Management
- Courteous with Strong Service Mindset
- Customer Retention Strategies
- Customer Data Confidentiality
- Responding to Difficult Customers
- Understanding Customer Needs
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Information Updates
- POS Systems and Ordering Platforms
- Issue and Complaint Resolution
- Upselling Products and Services
- Needs Assessment
- Excellent Attention to Detail
- Electronic Information Systems
- Team Goals
- Revenue Quotas
- Telephone Management
- Telephone Etiquette
- Information Inputting
- Critical Thinking
- Educational Opportunities
- Quality Control Policies
- Credit Card Payment Processing
- Client Rapport-Building
- Customer Service and Assistance
- Providing Feedback
- Account Changes
- Microsoft Exchange
- Answering Customer Questions
- Report Preparation
- Cash Register Operations
- PCI (Payment Card Industry)
- Customer Inquiry Response
- Answering Emails
- Online Chat
- Merchandise Orders and Exchanges
- Sales and Upselling
- Promoting Brand and Company Identity
- Proficiency in Microsoft Office
- Solving Customer Concerns
- Statement Billings
- Proactive Self-Starter
- Microsoft PowerPoint
- Inbound and Outbound Calling
- Directing Calls
- Billing Adjustments and Refunds
- Patient and Empathetic
- Cultural Awareness
- Complex Product Knowledge
Languages
English
Filipino
Timeline
Production Welder
Sydney Pile Cages
06.2023 - 08.2023
Retail Sales, Technical Support, and Customer Service Representative
Telstra
09.2022 - Current
Sheet Metal Worker/Welder
OneUp Preformed Systems
07.2022 - 06.2023
Retail Sales and Customer Service Representative
Optus
04.2022 - 08.2022
Customer Service and Sales Specialist
Astra Limousines
03.2022 - 04.2022
Team Leader / Product Trainer / Representative for Sales, Customer Service and Technical Support
Virgin Mobile / Bell Canada - IQOR Philippines
06.2016 - 02.2022
Product Trainer / Representative for Customer Service and Technical Support
QWEST / Centurylink USA - Teletech Philippines
12.2008 - 06.2016
Advanced Diploma of Information Technology – Telecommunications Network Engineering Specialisation -
New Era Institute
Diploma in Telecommunications and Electronics Engineering Technology -
Technical University of the Philippines
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