Jayron L.
Senior BPO and Technical Support Specialist
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About
Jayron V. is a seasoned BPO and Technical Support professional hailing from Bacolod City, Philippines, with over 7 years of experience in customer service and network operations. He currently serves as a NOC/Technical Support Specialist at Ubiquity Inc., where he specializes in Tier 1 NOC operations, excelling in incident management, network troubleshooting, and alert triage. His role includes supporting the PayRange account, managing customer inquiries via both email and live calls. Previously, Jayron worked at iQor Philippines Inc., where he progressed from Customer Service Representative to Team Leader, handling the WEC Energy Group utility account. His responsibilities included assisting with utility service concerns and providing performance support to team members. At Panasiatic Call Centers Inc., he demonstrated his capabilities in a fast-paced BPO setting, focusing on customer assistance and issue resolution. Jayron's technical skill set includes expertise in CRM and ticketing systems, contributing to effective stakeholder management and efficient service delivery.
Experience
NOC / Technical Support Specialist; Customer Service Representative
UBIQUITY INC. · 2023 — PresentDeliver Tier 1 NOC technical support, which involves network monitoring, alert triage, incident management, and troubleshooting. Address customer inquiries as a Customer Service Representative through both email and live calls. Investigate and resolve customer issues while documenting interactions and adhering to procedures. Implement runbooks and standard operating procedures, maintaining accurate records of incidents and customer interactions. Utilize monitoring, CRM, and ticketing tools to manage incidents and customer requests within a 24/7 operational framework, prioritizing tasks based on urgency.Customer Service Representative → Sales Representative → SME → OIC Team Leader
IQOR PHILIPPINES INC. – BACOLOD · 2019 — 2023Manage the WEC Energy Group utility account, assisting customers with gas and electric service inquiries. Support billing, service appointments, technician visits, and related concerns through active customer service and sales interactions. Serve as a Subject Matter Expert, offering process guidance and real-time support to team members. Execute Officer-in-Charge responsibilities as a Team Leader, overseeing daily operations and managing escalated issues. Provide coaching and feedback to enhance team performance in multi-channel customer support, including real-time email and live interactions.Customer Service Representative
PANASIATIC CALL CENTERS INC. · 2019 — 2019Deliver customer service, account support, and issue resolution in a dynamic BPO environment. Ensure accurate maintenance of customer information while following established service and quality protocols. Communicate effectively with customers to meet productivity and experience standards.
Skills & Expertise
Education
- Senior High School – TVL – Medical TranscriptionistDOMINGO LACSON NATIONAL HIGH SCHOOL · 2018 — 2019
- Junior High SchoolDOMINGO LACSON NATIONAL HIGH SCHOOL · 2016 — 2017
- ElementaryANDRES BONIFACIO ELEMENTARY SCHOOL II · 2012 — 2013
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