John Jay Luna

Experience

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  Convergys Intelligent Contact

  Jun 2015 - Jun 2016

  Sales Associate

  ● Respond to customer inquiries and provide information about products or services● Resolve customer issues, complaints, or technical problems through phone calls● Ensure customer satisfaction by addressing concerns and delivering a positive customer experience● Identified opportunities for upselling or cross-selling products during interactions,increasing overall revenue generation.

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  Atos

  Jun 2016 - Feb 2022

  Project Coordinator

  • Managed project schedules, communications, and application readiness to support client device migrations.• Facilitated end-to-end customer device upgrade processes, ensuring timely delivery and high client satisfaction.• Integrated new devices into asset management tools using platforms such as ServiceNow and Excel-based trackers, improving inventory accuracy and streamlining accessibility for stakeholders.• Oversaw the implementation of processes to ensure seamless transitions to updated models, minimizing operational disruptions.• Maintained effective communication with vendors and clients, providing regular updates and resolving issues to ensure smooth project completion. Show less

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  Self-Employed

  Jun 2018 - Nov 2018

  Independent Virtual Assistant

  ● Assisting customers on placing the orders via website.● Setting up an appointment.● Ensure prompt responses to all customer emails.● Contributed to team sales goals by persistently reaching out to potential clients andsetting appointments with qualified leads.● Achieved daily call quotas by diligently managing time and prioritizing tasks formaximum efficiency.● Maintained detailed records of calls, outcomes, and follow-up actions for accuratereporting and analysis purposes. Show less

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  Atos

  Feb 2023 - Jan 2025

  Reports Analyst

  • Developed and maintained monthly scorecards to monitor agent performance, leveraging tools such as SAP BusinessObjects and ServiceNow for accurate data reporting• Creating Monthly Business Review report providing the achievements and challenges of the account.• Creating and sending weekly/monthly report to the Client providing KPIs and performance metrics.• Automated repetitive tasks in the reporting process using Excel, Power BI, and Power Automate reducing manual workloads and improving turnaround times.• Developed custom reports using SAP BusinessObjects or ServiceNow, leveraging Excel or Power BI to address specific business needs and support decision-making processes.• Supported strategic planning initiatives by providing timely insights based on thorough analysis.• Leveraged analytical and creative problem-solving skills to address and resolve complex account challenges.• Analyzed project performance data to identify areas of improvement. Show less

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  Converge ICT Solutions Inc.

  Jan 2025 - now

  Senior Reports Associate