Joseph Lance Flaminiano

  • Caloocan City Metro Manila

Work History

Work History
Jun 2011 - Present

Team Leader

PCCW Teleservices (Philippines), Inc.

Account: Belkin International Inc.

Technical Suppport

  • Day to Day operations, SL and Floor Operations management
  • Organize team huddles and work towards keeping the team motivation at a higher level.
  • Prepare the shift roster
  • Facilitate Administrative and operational need of the team
  • Prepare and share daily Shift reports
  • Assign routine tasks to the team
  • Prepare consolidated weekly / monthly reports.
  • Handles escalations from L2
Mar 2009 - Jun 2011

Level 2 Technical Customer Care Representative

24/7 Customer Care Phils., Inc.

Account: Time Warner Cable Communications

Technical Support

  • Provide 2nd level of technical support regarding internet and network connectivity issues.
  • Assists clients setting up client email programs if needed.
  • Assists clients with installing service provided applications if needed.
  • Log and handle tickets within the customer management system, ensuring that client issues are dealt with in a timely and accurate manner.
  • Collate some call information from teammates for tracking purposes through a common chat room. (Common issues, callback lengths, outages, etc.)
  • Coordinate with 3rd level if client concern is deemed out of 2nd level support.
  • Act as mentor to new teammates and provide assistance thru chat.
Jul 2007 - Feb 2009

Technical Customer Care Representative

Convergys Phils.

Account: AT&T Home Networking

Technical Support

  • Provide 1st level of technical support for internet and home network connectivity issues.
  • Queue specializes on providing support for clients with multiple network devices.
  • Assists clients setting up client email programs if needed.
  • Assists clients with installing service provided applications if needed.
  • Log and handle tickets within the customer management system, ensuring that client issues are dealt with in a timely and accurate manner.
  • Collate some call information from teammates for tracking purposes through a common chat room. (Common issues, callback lengths, outages, etc.)
  • Coordinate with 2nd level if client concern is deemed out of 1st level support.
  • Act as mentor to new teammates and provide assistance thru chat and regular coaching sessions.
  • Take supervisor calls if team leader is not available.
Apr 2006 - Jul 2007

Technical Support Representative

Convergys Phils.

Account: AT&T Internet Services

Technical Support

  • Provide 1st level of technical support for internet connectivity issues.
  • Assists clients setting up client email programs if needed.
  • Assists clients with installing service provided applications if needed.
  • Log and handle tickets within the customer management system, ensuring that client issues are dealt with in a timely and accurate manner.
  • Coordinate with 2nd level if client concern is deemed out of 1st level support.
  • Provide assistance to transition agents as a subject matter expert.
  • Act as mentor to new teammates and provide assistance thru regular coaching sessions.
  • Conduct technical calibrations for the team.
  • Take supervisor calls if team leader is not available.
  • Create daily team performance and attendance reports if team leader is not available.

Education

Education
Jun 2002 - Mar 2006

Bachelor of Science

Jose Rizal University
Jun 2000 - Mar 2002

Bachelor of Science in Engineering

University of Sto. Tomas
Jun 1996 - Mar 2000

High School Diploma

City of Mandaluyong Science High School

Date Graduated: Mar 2000

Interest

Anything that has something to do with computer or technology.

References

References

Jay-Ar Dela Cruz

Gerardo Soliman

Lester Kiroshe Ocampo