Jonathan Paul Agujo

WORK SAFE is officially registered and licensed in the State of Qatar to Supply Personal Protective Equipments (PPE), including self breathing apparatus and fall protection materials, industrial safety equipment, road safety materials, traffic safety solutions and parking materials. The company has expanded its scope to serve the major industries in the domestic markets and looking forward to GCC markets.


Experiences and Task: Sales Executive, Purchaser, Coordinator and Administrative


- To make Work Safe a recognized and leading provider of Personal Protective Equipments(PPEs),
Parking Materials & Traffic Safety Solutions.

- Providing and supplying the best and high quality safety materials and help construction companies
across Qatar to build enduring safety cultures that include general safety for all workers.

Playtech is the world’s largest software provider for the online entertainment industry. I handled and managed the overall aspects of a shift of the department. I am Responsible for running the 24/7 operation - both operational and administrative. Monitoring and analysis of all daily, weekly, monthly and yearly KPI. Also responsible for the recruitment, training, position assignment, supervision and evaluation of all personnel, within the operation.

• Provided leadership and direction to a team composed of customer service agents, quality assurance and telemarketers.
• Spearheaded, trained and evaluated individual and team performance in achieving the department’s objectives. Makes sure that they provided a wide variety of information to customers, i.e., promotions, offer, rates, technical assistance and other related concerns regarding the product.
• Played major role in the implementation and management of Customer Care Processes for monitoring and measuring Customer Satisfaction and Feedback (Suggestions and Complaints) to maintain and build a loyal customer base. Introduced an effective method for deliveries in order to reduce customer complaints.
• Make sure that coordination and synchronization with Sales & Marketing are up-dated on the latest product information /promotion. Ensured the customer service team dealt tactfully and effectively with difficult customers. Reviewed daily activity report and analyzed for future case study
• Established rapport with the clientele by bringing enthusiasm and energy to workplace. Supervised the on-line sale and ensures a follow-up with the customers.
• Analyzed and improved departmental operations and procedures resulting in increased productivity. Identified the products which often resulted in complaints and recommended ways to improve Customer Services.

Monitor, manage and maintain a high level of service and ensure performance standards are being achieved. Handle performance management, disciplinary procedures, attendance management and schedule adherence. Build and maintain a positive working culture and handled escalated complaints and queries, to ensure that company policies and procedures are adhered at all times.

• Redesigned and developed the VIP loyalty program to increase VIP relationship and lifetime value by providing a one stop first class VIP experience. Deliver high service standards by responding to and initiating contact with VIP players via phone, email and chat in order to increase their value. Meet pre-determined productivity, quality and service level average for weekly, monthly and quarterly targets.
• Develops and performs Quality Assurance/Quality Control in the following areas: performing quality standards such as chat retention to assess compliance to regulations; planning and conducting training in necessary fields, coaching, directing, and providing accurate solutions.
• Worked collaboratively with other departments and ensured customer queries / complaints were resolved to the mutual satisfaction of both the customer and the business.
• Distribute information and ensure effective communication while maintaining a clear communication of process and procedures pertaining to risk management concerns.

Risk Management Tasks:

- Respond to endorsed emails
- New Account Verification
- Payout Fraud Scrubbing
- Daily Reports (such as New Credit Card Depositors, IP Geo-location Mismatches, Processor Inquiries, etc.)
- Real-Time Account Verification
- Merchant Adjustments
- Investigate claims of fraud or unauthorized activity from all departments (stolen identities, stolen credit cards, unauthorized wagering activity, hijacked accounts)
- Work with existing and potential 3rd party suppliers to analyze, optimize and assist with project management for new suppliers and/or upgrades of existing suppliers
- Assisting Global Compliance where needed on an ad hoc basis and also to recommend solutions for compliance issues

Sutherland offers a Business Process Outsourcing (BPO) model that combines front office contact center and back-office processes called integrated BPO. Our innovative outsourcing services are currently being used to support financial services companies worldwide.

• Handled five different teams in the department such as Investigations, Defamations, Account Take Over, Suspension appeals and Fraud.
• Provide support via email; investigate online business transactions for fraud and violations of the website trading policy; suspend and reinstate accounts if necessary; assigned to track volume of emails and submit hourly service level reports to the management.
• Secured on accounts with evidence of unauthorized or suspicious activities based on the program’s guidelines/criteria.
• Tracked the team’s contact drivers for the day and submits summary reports to the immediate supervisor. Also conducted product training to transitioning agents and mentored new teammates.
• Handled emails and interacted with customers via chat with account security issues and registration/password reset concerns

West provides the technology and customized services to connect with their customers, workforce, partners and vendors. We help our clients communicate clearly, confidently, persuasively in a market place that spans the globe and yet is as personal as a conversation between two people. I was handling the EarthLink account which is an award-winning Internet service provider ISP with years of experience as a dial-up and broadband Internet connections. I was a Technical Support who handles queries such as billing, account closures, technical issues and escalated concerns. I supported household and corporate accounts of EarthLink customers across United States.