JOEL LAQUIAN ABAYGAR

Address: Block 1 Lot 28 Nazareth Avenue, Palmera 5-B, Dela Paz,Antipolo city
Email: joel.abaygar@gmail.com
Mobile: +639612895571

OBJECTIVE

To join an organization where I can utilize my proficiency as a Customer/Technical Support

representative and accomplish a high level of performance in Customer Relation, Product Management
and Promotion vital to the company’s growth and development.

EDUCATION

1991 – 1997 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

Bachelor of Science in Mass Communications
4th year 2nd semester

1987-1991 TORRES HIGH SCHOOL

1980-1986 F.BENITEZ ELEM.SCHOOL

WORK EXPERIENCE

FIS GLOBAL SOLUTIONS PHILIPPINES, INC.

Helpdesk Engineer
July 2017 – December 2019

Installs applications and troubleshoots application issues (Outlook etc.); Answers overflow calls and works
to follow up with their open cases; Works from a queue of tickets that will be sorted by priority/required
response time; Answers phone calls and support users for any users who call in afterhours.

Supports Windows 7 / 8 / 10 in an Active Directory environment; Supports MAC devices; Quickly identifies
viruses/hardware/application issues; Performs password unlock/resets; Sets up email in Outlook, Android,
IOS devices; Sets up and troubleshooting client VPN connections; Outlooks calendar/mailbox sharing /
permissions; Updates / upgrades software; Troubleshoots Printer issues, Web browsing issues, Missing
mapped drives, Network connection issues, Site Internet connection interruptions.

Assisting User Trough Voice, Chat & e-mail

CONCENTRIX

GOOGLE Corporation
TSR/CSR
September 2015 to June 2017

Assists customers via any form of communication; Provides tailor-fit resolution for Small and
medium businesses; Conducts follow-trough communications to ensure a very reliable and cost
efficient resolutions; Walks customers trough on every charge on their finances, assists on every
aspect, from filing charge back and makes sure that every detail is explained and understood.
Remitly, Inc.
Inbound/Outbound
Collections agent

Assists customers on their remittances via phone call; Responds to customers email and inquiries;
Coordinates with the bank and disbursement partners; Provides accurate resolutions on the
customers’ first call; Provides customers with companies promotional offers and special rebates on
their remittances

TELETECH PHILIPPINES (CAINTA)

Front of House Technical Representative (ADW)

Technical Support Representative
May 7, 2012 – September 2012
Back of House Technical Support representative (CHAT SUPPORT)
Technical Support Representative
October 2012 – August 2015

Assists residential and small business customers for fast and reliable ADSL and CABLE
connections; Identifies and assesstechnical problem within the first 30-second of the call, and
offersBasic to Advance trouble shooting and best solutions at hand; Orders/replaces faulty modem;
Schedules Field technical representative for DOCT; Escalates technical concerns to level 2
technician for quick resolution

Energy Australia PTY Ltd.

Inbound/Outbound Collections Agent

Conducts collection activities (inbound/outbound) for 30 to 120 days past due; Answers queries for
charges and billing concerns; Submits reports for daily and weekly collections; Endorses collections
for skip tracing and raises recommendations for discounts and rebates

24/7 CUSTOMER INC.

Time Warner Cable Inc./Road Runner Network

Technical Support Inbound/Outbound
July 2010 – December 2011

Assists residential customer for quick and accurate solutions for cable Internet; Helps customers
to do Basic to Advance trouble shooting for fixed telephone line and DSL; assess faulty line,
defective equipment, and send out Truck rolls for fast restoration of cable Internet; Reports Outage,
configuration of computer settings for better connectivity;Guides customers for self help options,
through company websites and provides updates and information for subscriber benefits.
TELUS INTERNATIONAL

Customer Care/Tech Support Inbound/Outbound(May 2009 - May 2010)

Serves as Telecom Billing representative responsible for working on the billing, accounting and
verification of services provided to the telecommunications customer; Carries out research and
resolves billing inquiries, calling patter and other miscellaneous toll charges and monthly recurring
and nonrecurring charges; Prepares report, credit and debit adjustments to accounts as a results
of billing inquiries

Does Basic to Advance trouble shooting for fixed telephone line and ADSL; Assess faulty line,
defective equipment, and send out Truck rolls for fast restoration of cable internet; Reports outages,
contacts and emails subscriber for updates and company promotions

LINK SOLUTIONS BPO INC.

Customer Interaction Associate Billing AT&T (December 2007-March 2009)

Keeps track and processes accounts and incoming payments in compliance with financial policies
and procedures; Performs day to day financial transactions including verifying, classifying,
computing, and posting; Prepares and sends out bills, invoices and bank deposits; Verifies billing
accounts with accounts receivable ledger to ensure that all payments are accounted for and
properly posted; Verifies discrepancies and resolves clients’ billing issues; Facilitates swift payment
of invoices due to the organization by sending bill reminders and making collection calls to
outstanding accounts; Generates financial statements and reports detailing accounts receivables
status

BEUKHEN & POKRHELL PHILIPPINES (March 2002 – May 2005)

Collection Supervisor

Monitors day to day Collection Activities of field collectors and Tele-collectors; Responsible for making
Weekly and Monthly reports;Works with the credit and collection department that primarily aims to boost
collection capability of the company’s delinquent accounts.

PERSONAL INFORMATION

Date of Birth : September 19, 1974

Place of Birth : Tondo, Manila
Civil Status : Single
Height : 5’5”
Weight : 142 lbs
Citizenship : Filipino
Religion : Catholic
Hobbies : Reading, Cooking, Watching DVD Movies & Music
SSS Number : 33-4244405-9
TIN Number : 312-648-705
PhilHealth : 19-051205491-2
HDMF : 1211-2286-4239