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									         52 New Salata, Doha City, Qatar / Mobile: +97434426685 / Email: jrmalagueno@yahoo.com

              Position qualified for: Executive Assistant/ Office Executive / Administrative Assistant

My objective is to seek a highly responsible and challenging position in a dynamic concern where initiative and
interpersonal skills will be strongly utilized, where I can impart my best practice in different fields as well as to
demonstrate my outstanding customer or client orientation from varied cultural background and by making
innovative use of my skills, to perform and be recognized as well as to enhance my knowledge. Always humble
willing to be trained at all times to new and challenging industry.


                                           EMPLOYMENT BACKGROUND

Duration: January 2010 – Present                                       Company: StarTek International Limited
Position Held: VRC Scheduling and Documentation Supervisor             Client: T-Mobile USA, Comcast & CBT
                                                                       Address: Makati City, Philippines
Job Description:
     Responsible for leading a team of Mission Control (Real Time / RTA) analysts and schedulers for multiple
        projects within a site. Responsible for the performance of this team on its defined objectives.
     Act as the WFM point of contact for all assigned projects.
     Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the
        production environment.
     Recommend procedural and operational guideline changes to improve communications and operational
        efficiency.
     Maintain confidentiality relative to organizational strategies, objectives, and practices.
     Participate in functions/meetings as required.
     Work on special projects as needed.
        Monitors workforce management system, ACD’s, client tools and other work load/service level
        information. Provides guidance to operations and other service partners to optimize client

>> Promoted to the position stated above effectively

Duration: (8 Months) May 2009 – January 2010                          Company: StarTek International Limited
Position Held: Operations Documentations Unit Manager                 Client: T-Mobile USA
                                                                      Address: Makati City Philippines
Job Description:
     Responsible for people development and alignment of goals to meet client objectives
     Responsible for meeting attrition targets and for uplifting morale and motivation of direct reports
     Responsible for managing the performance of a group of call center representatives providing coaching
        and feedback, documenting results, counselling and mentoring, and delegation of work whenever
        necessary.
       Responsible for intraday and daily performance monitoring of a group of call center representatives or of
        a particular shift on the operations floor.
       Responsible for completing client training and maintaining sufficient knowledge on all related continuous
        education
       Responsible for supporting workforce required staffing levels to meet client service level requirements
       Responsible for taking escalation of calls or requirements for supervisory assistance or support in
        resolving end user issues. Serves as a subject matter expert on client specific program.
       Responsible for managing team meetings and participating in operations leadership meetings
       Responsible for communicating to call center representatives any new requirements, changes, updates on
        all support related information as well as company information.
       Responsible for use and training of call center tools related to performance monitoring and tracking.
       Responsible for assisting in resolving conflict, issues related to payroll and other concerns.

Duration: (1 Year) April 2008 – April 2009                           Company: ICT Marketing Services Inc.
Position Held: Operations Sales and Office Supervisor                Client: JP Morgan Chase and Co. Bank
                                                                     Address: Makati City, Philippines
Job Description:
     Monitor daily productivity, business and quality review of input
     Process exception items and resolve complex issues while reviewing and recommending system
        modifications
     Recommend human resource actions- including hiring, terminations, salary actions and promotions
     Coordinate with management and other supervisors to resolve problems
     Work on special projects
     Have interaction with customers, suppliers and company employee outside your immediate work area
     Act as a liaison between sales coach, management and sales representative


Duration: (1 Year & 3 Mos.) November 2006 – February 2008             Company: ICT Marketing Services Inc.
Position Held: Office Executive and Phone Banker Level I              Client: JP Morgan Chase and Co. Bank
                                                                      Address: Makati City, Philippines
Job Description:
     Receive inbound calls all over the US regarding any customer financial accounts, requests, queries, etc.
     Process any financial transactions including, funds transfers, check book orders, check verifications,
        application of personal and mortgage loans.
     Provide general information on loan applications, account openings, mortgage openings and auto loans.
     Responsible in maintaining customer satisfaction and exceeding customer expectations at all times to
        meet client standards.


                                              Other Work Experience

Technical Support Representative (DSL)
Sutherland Global Services
Clark Field, Pampanga
     Responsible for Customer Service, Technical support, Phone Registration and Customer Retention queue
     Supports members on billing, tech issues, phone registrations and customer retention

Technical Support Representative (Dial up Internet)
    Provides technical support to customers with technical difficulties encountered with the service provided

Hong Kong Telesales
OWTel Phil. Inc
Ortigas, Pasig City
                                      EDUCATIONAL BACKGROUND

COLLEGE:                                    MAPUA INSTITUTE OF TECHNOLOGY

COURSE:                                     B.S. ELECTRONICS AND COMMUNICATIONS ENGINEERING




                                           CHARACTER REFERENCES

Name: Mr. Clifford Ramos                   Name: Sailani Sonon Ramos             Name: David Hampshire
Position: Visual Merchandiser              Position: Sales Personnel             Position: Regional Director
Company: Blue Salon                        Company: Blue Salon                   Company:Omnista Netherlands
Mobile No.: +974 660 13355                 Mobile No.: +974 662 72423            Mobile No.: +316 516 0982

Name: Jamela Mendoza                       Name: Regina Fruto                 Name: Madonna L. Ramos
Position: Operations Manager               Positon: Visual Res Manager        Position: Quality Manager
Company: StarTek Int’l LTD.                Company: StarTek Int’l LTD.        Company: Sykes Asia Phils.
Mobile No.: +63921-644-2597                Mobile No.: +63916-415-1215        Mobile No.: +63916-493-5883




I, Domingo D. Malagueno Jr., hereby solemnly swear that all the above information is true and correct to the best
of my knowledge.



____________________
Domingo D. Malagueno Jr.

								
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