Jeffrey Manzano

 Able to worked and performed well with a multinational team.
 Represent SALAM (former Omnix) as an Outsourced Technical Engineer for QTel IPTV-TV censoring.
 Monitored 9 channels for any inappropriate scenes and edit the contents using AirEdit software provided by the client.
 Followed the detailed guidelines for censorship which is based on nudity and pornographic scenes that needs to be cut or censored using the tools.
 Performed real time quality check for every movie and TV series of the channels before it will air on TV.
 Maintained log of the censored content and submit daily activity report for future reference.
 Worked in a 24/7 job in 3 different shift.
 Able to finished other task in due time assigned by SALAM such like configuring 5000 new laptops in 1 month.

 Carried out QA call evaluation functions as assigned by the QA manager.
 Prepared quality assurance reports and evaluated employees in their quality performances.
 Reviewing and implementing informational changes for new and existing procedures.
 Documented all conducted evaluations and coordinated all results with the supervisors for coaching.
 Monitored workflow queue and compliance to regulations for technical support agents to ensure optimum utilization of systems.
 Submits weekly reports for proper documentations to be submitted to each supervisor for coaching opportunity for their agents’ improvement.
 Participates in weekly calibration for maintaining effective call flow and update changes of policy and procedure.
 Handled and resolved inbound troubleshooting calls.
 Pursue a personal development program aimed at improving skills and knowledge to increase effectiveness.
 Strike a positive and cooperative tone with both customer and co-workers.

 Support internet connection for Australian customer
 Responsible for providing technical support in ADSL and Wireless issues, software issues, email, log-in and passwords issues.
 Responsible for supporting approved modem or router for WIFI setup.
 Create case ID and escalate issues that require attention in a timely manner.
 Assist customer with difficult technical problems using remote assistance provided by the client to ensure 100 percent resolved issue and excellent customer experience.
 Deliver up to date information for customer query.
 Assigned as POC (Point of Contact) or Personal Assistant of the Supervisor for support in the team and responsible for creating summary reports, trackers and call evaluation of each member.
 Done other duties as assigned.
 Deliver world class customer service and build customer satisfaction.
 Strike a positive and cooperative tone with both customer and co-workers.

 Conduct external call evaluations for XBOX agents in Austin and Texarkana Texas, America based employee and ensure agents are in compliance with applicable regulatory requirements.
 Monitoring and Coaching new and existing employees on job performance issues.
 Monitors and provides assistance with quality assurance and compliance functions, including regulations related to XBOX 360 Hardware and XBOX LIVE online games.
 Participates in weekly calibration for maintaining effective call flow and update changes of policy and procedure.
 Responsible for submitting minutes of meeting for weekly calibration.
 Maintain up to date information on updates and changes to national and international regulations related to company procedures and objectives.
 Submits weekly reports for proper documentations to be submitted to each Team Captain for coaching opportunity for their agents’ improvement.
 Performs other quality related functions as required.

 Provide Customer Service for XBOX 360 hardware, version 1 console and XBOX LIVE both America and Canada.
 Responsible for providing technical support for XBOX 360 and XBOX Version 1 for hardware issues, media center connection thru console, repair and fulfillment for console and accessories, follow up service request and repair status.
 Responsible for providing technical support on XBOX LIVE for internet connectivity of the console, game issues, login issues and passwords.
 Create report and reference number on every call to keep track all transaction made during the call.
 Strive for one call resolution in every customer’s issue.
 Deliver world class customer service and build customer satisfaction.
 Provide effective and timely resolution of a range of customer inquiries.
 Completed training to stay abreast of product, service and policy changes.
 Increase the customer experience by providing information on new products and services.
 Strike a positive and cooperative tone with both customer and co-workers