Jasper Raborar

Experience

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  CER SOFTWARE PACKAGES, INC

  Nov 1998 - Nov 1999

  Jr. Programmer

  Programming in Visual FoxPro, Visual Basic, FoxPro 2.6 and related technologies.• Designs or writes program specifications.• Converts designs and specifications into computer code.• Creates test scripts and documentation on business rules.• Debugs, modifies and maintains programs written by others.• Provides technical assistance by responding to inquiries regarding errors, problems or questions with programs.• Revises programs for corrections, enhancements, or system environment changes* Performs other related duties and assignments as required and as assigned including but not limited to cabling new and existing locations for new network, phone or other equipment, repairing or upgrading computer systems as needed. Show less

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  DMCI Homes

  Dec 1999 - May 2001

  Programmer

  Programming in Visual FoxPro, Clipper and related technologies.• Consults with supervisor, peer programmers and end users to gather information about program intent functions, data and input requirements, internal and external checks and controls, hardware and operation system environment, and interfaces with other systems.• Designs or writes program specifications.• Converts designs and specifications into computer code.• Creates test scripts and documentation on business rules.• Debugs, modifies and maintains programs written by others.• Provides technical assistance by responding to inquiries regarding errors, problems or questions with programs.• Revises programs for corrections, enhancements, or system environment changes* Performs other related duties and assignments as required and as assigned by supervisor or manager Show less

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  Ergo Contracts Philippines, Inc. (ECPI)

  Jun 2001 - Oct 2002

  Jr. Programmer

  Programming in Visual FoxPro, Clarion, Clipper and related technologies.• Consults with supervisor, systems analysts, peer programmers and end users to gather information about program intent functions, data and input requirements, internal and external checks and controls, hardware and operation system environment, and interfaces with other systems.• Designs or writes program specifications.• Converts designs and specifications into computer code.• Creates test scripts and documentation on business rules.• Debugs, modifies and maintains programs written by others.• Provides technical assistance by responding to inquiries regarding errors, problems or questions with programs.• Revises programs for corrections, enhancements, or system environment changes* Performs other related duties and assignments as required and as assigned by supervisor or manager Show less

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  Einsco Company Inc.

  Mar 2003 - Oct 2005

  Jr. Programmer

  Programming in Visual FoxPro, Visual Basic and related technologies.• Consults with supervisor, systems analysts, peer programmers and end users to gather information about program intent functions, data and input requirements, internal and external checks and controls, hardware and operation system environment, and interfaces with other systems.• Designs or writes program specifications.• Converts designs and specifications into computer code.• Creates test scripts and documentation on business rules.• Debugs, modifies and maintains programs written by others.• Provides technical assistance by responding to inquiries regarding errors, problems or questions with programs.• Revises programs for corrections, enhancements, or system environment changes* Performs other related duties and assignments as required and as assigned including but not limited to cabling new and existing locations for new network, phone or other equipment, repairing or upgrading computer systems as needed. Show less

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  Sykes

  Sept 2005 - Nov 2005

  E-mail Tech Support (MSN Passport)

  • Handle technical support e-mails from established customer• Provide consistent, superior service to every customer by utilizing all available tools and resources.• Diagnose and provide path to resolving inquiries• Work with confidential customer information• Solve problem to help customers resolve issues on first contact• Achieve Call Center Metrics including handle time and customer satisfaction scores• Thrives as a team player in a fast-paced, high-energy, change-oriented environment• Participates in additional training courses when needed• Performs other related duties and assignments as required and as assigned by supervisor or manager Show less

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  Teleperformance

  Jul 2006 - May 2016

  • Manage a team of 15 to 18 Level 1 agents • Set expectations and goals, short term and long term• Manage agent performance/disciplinary process• Meet or exceed all performance goals• Meet or exceed all production goals• Meet or exceed all internal goals• Understand and ensure adherence to all regulatory compliance• Maintain discipline through proper procedures• Understand completely all product knowledge and quality guidelines• Complete all required report and forms within established timeframes• Display a positive and professional attitude toward all departments and employees at all times• Create a constant high energy, motivational environment• Adhere to company policies and procedures• Any additional duties as assigned Show less • Provide a High Level of Technical Support for Customers and Level 1 agents• Direct support of Level 1 representatives for troubleshooting• Provides feedback and coaching opportunity for Level 1 team• Better understanding on the support boundaries for all products• Has clear understanding of Proactive Escalation concept• Handle technical support calls/e-mails from established customer• Achieve Call Center Metrics including call handle time and customer satisfaction scores• Communicate positively with team members, customers and other partners• Thrives as a team player in a fast-paced, high-energy, change-oriented environment• Participates in additional training courses when needed• Performs other related duties and assignments as required and as assigned by supervisor or manager Show less • Handle technical support calls/e-mails from established customer• Provide consistent, superior service to every customer by utilizing all available tools and resources.• Diagnose and provide path to resolving inquiries• Work with confidential customer information• Solve problem to help customers resolve issues on first call• Accurately log all customer interactions in data management system• Achieve Call Center Metrics including call handle time and customer satisfaction scores• Communicate positively with team members, customers and other partners• Thrives as a team player in a fast-paced, high-energy, change-oriented environment• Participates in additional training courses when needed• Performs other related duties and assignments as required and as assigned by supervisor or manager Show less • Handle technical support calls from established customer• Cross sell value added services or products that are offered by the company• Provide consistent, superior service to every customer by utilizing all available tools and resources.• Diagnose and provide path to resolving inquiries• Work with confidential customer information• Solve problem to help customers resolve issues on first call• Accurately log all customer interactions in data management system• Achieve Call Center Metrics including call handle time and customer satisfaction scores• Communicate positively with team members, customers and other partners• Thrives as a team player in a fast-paced, high-energy, change-oriented environment• Participates in additional training courses when needed• Performs other related duties and assignments as required and as assigned by supervisor or manager Show less

  • Operations Supervisor

    Jan 2015 - May 2016

  • Operations Supervisor

    Jan 2015 - May 2016

  • Level 2 Technical Support

    Sept 2007 - Jan 2015

  • Level 1 Technical Support

    Jan 2007 - Sept 2007

  • eRep

    Jul 2006 - Dec 2006
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  Transcom

  Sept 2016 - Jun 2017

  Team Leader

  • Manage a team of 15 to 18 Level 1 agents • Set expectations and goals, short term and long term• Manage agent performance/disciplinary process• Meet or exceed all performance goals• Meet or exceed all production goals• Meet or exceed all internal goals• Understand and ensure adherence to all regulatory compliance• Maintain discipline through proper procedures• Understand completely all product knowledge and quality guidelines• Complete all required report and forms within established timeframes• Display a positive and professional attitude toward all departments and employees at all times• Create a constant high energy, motivational environment• Adhere to company policies and procedures• Any additional duties as assigned Show less

• 

  Concentrix

  Aug 2018 - Feb 2020

  Web Advisor

  Communicates with HostGator customers via phone. Assists customer in configuration of hosting package, DNS Pointing, logging into customers website (WebsiteBuilder, Weebly Builder and WordPress) and figuring out the cause of the issue they are experiencing, answer billing concerns and eacalate tickets as necessary.

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  LevelUp - Product Support for WordPress

  Feb 2020 - Aug 2020

  WordPress Technical Support Engineer

  • Technical Support Specialist for multiple clients' product suites of free and premium themes and plugins for WordPress and WooCommerce.• Supports clients' customers via custom bbPress forum, Intercom, and Help Scout email.• Client's customers are web developers, web designers, business owners, marketing executives• Submits and ensures the accuracy of the daily Support Status Report that outlines the team's KPIs from the previous day and the current status KPIs of the Support Forum when needed.• Writing clear and detailed bug reports for escalation to developers through JIRA or Github Show less