Domingo D. Malagueno Jr. is seeking a responsible position utilizing his initiative and interpersonal skills. He has over 10 years of experience in customer service, sales, and quality assurance roles in the Philippines and Qatar. His resume provides details of his employment history, qualifications, and education.

1. Domingo D. Malagueno Jr.
jrmalagueno@gmail.com
+97433426685
OBJECTIVE
To seek a highly responsible and challenging position in a dynamic concern where
initiative and interpersonal skills will be strongly utilised, 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
recognised as well as to enhance my knowledge. Always humble willing to be trained at all
times to new and challenging industry.
EMPLOYMENT BACKGROUND:
Duration: November 2017 – Present Company: Abu Issa Holdings
Position Held: Sales Supervisor Address: Doha, Qatar
Job Description:
Responsible for overall store maintenance such
Ensures Stocks and maintained product display in acquiescence with company standards
Oversee cash flow register and balance sheets
Generates daily, weekly and monthly sales report that includes store summary performance
Responsible for maintaining staff schedule, ensuring that the store is well manned
Arranges the annual leaves for all the staff
Communicates with the Manage for end-of-day sales
Attends to all documentation requirement by the management
Coordinates recent updates with all the staffs
Duration: June 2011 – Present Company: Abu Issa Holdings
Position Held: Sales Associate Address: Doha, Qatar
Job Description:
Certified Apple Product Professional 2011-2015 .
Maintained professional relationship with customers and co-workers.
Fulfill customer service needs by communication, appropriate follow up, and problem solving.
Read and implemented company policies and procedures.
Responsible for showroom documentations ( CSA/Stock Transfer In-Out/Sales Report/Damage

2. Control/Returns/Invoice Filing
Duration: May 2010 – May 2011 Company: StarTek International Limited
Position Held: VRC Specialist Address: Makati City, Philippines 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 optimise client.
Coordinates and collaborates with operations and other departments to ensure smooth
functioning of the production environment.
Duration: December 2009 – April 2010 Company: PRC LLC
Position Held: Global Workforce Analyst Address: Makati City, Philippines
Functions as global counter part of local force desk.
Responsible for real time monitoring of operations running statistics.
Attends to real time monitoring of operation’s queue (flagging long Talk time/excessive
ACW/Hold Time/ Aux abuses / Calls waiting / abandoned / Service level etc.).
Responsible for real time staffing update ( Late / Absenteeism / LOA etc ).
Responsible for operations hourly / end of day reports (hourly stat update : Service level /calls
waiting / calls abandoned / AHT / ACW / Attendance reports etc. )
Duration: April 2008 – November 2009 Company: USAutoparts Network Inc
Position Held: Address: Makati City, Philippines
Customer Advocate Team – Customer Service, Inbound Sales (Critical Process)
Attends to real time escalations from agents.
Provide real time resolution to escalated concerns from the customers.
Attends to feedback from customers providing surveys online.
Assists in developing structure / process in escalations team such as excel sheets for better
tracking of escalated calls.
Assists in generating report summary on escalations feedback and administrative tasks
Quality Assurance Specialist – Customer Service, Inbound Sales, Non Voice (Critical Process)
Awarded as the Top Quality Assurance Specialist for the last Quarter of 2008.
Supports escalation calls and call back for back orders.
Assigned as Team’s POC for Voice and Non-Voice streams.
Pioneered Quality process implementation ( Audit allocation, Weekly and Monthly Quality
Report, Deep Dive Analysis , Calibration Sessions, etc)

3. Contributed in formulating Quality Monitoring Form / Guidelines.
Coordinates transition period, plans activities of agents from training to operations
Assists the queue; take in calls if needed as requested by operations.
Assists / contributes / conducts refresher training sessions to operation as requested.
Assist on escalation calls / supervisor calls.
Formulates and suggests resolution to campaign issues.
Duration: September 2006 – April 2008 Company: Sutherland Global
Services
Position Held: Address: Makati City, Philippines
Quality Assurance Specialist –Technical Support (Dial Up)
Attends call calibration sessions (internal / Client).
Monitors call as per the prescribed guidelines.
Provides feedback to the Trainer(s).
Implements MIP-A as per the guidelines.
Assigned as the POC for Makati site / Team POC.
Provides effective communication and quality feedback to staff.
Delivers reports on time as requested by management.
Provides deep dive analysis results based from TNA data.
Site wise comparative report.
Gives out QA weekly targets and ensures that monitors meet these targets.
Responsible for releasing of advisories as requested by the operations.
Responsible for conducting FGD to ensure agent’s awareness on the recent updates.
Conducts internal and external calibration session with the clients.
Updates the agents’ quality status.
Conducts call certification for new hire agents.
Generate the QA reports and communicate the same to the Quality-Team Lead as per the
guidelines.
Attends to corporate escalations investigation.
Technical Support Representative (DSL) Hybrid Agent ( Clark Field, Pampanga )
Trained for Customer Service, Technical support, Phone Registration and Customer Retention.
Supports members on billing, tech issues, phone registrations and customer
Technical Support Representative (Dial up Internet)
Provides technical phone support to customers having dial up connection issues.

4. Duration: February 2006 – May 2006 Company: OWTel Philippines
Position Held: Call Center Agent
Outbound call center agent offering postpaid IDD service to Hong Kong based prospective
customers.
EDUCATION
MAPUA INSTITUTE OF TECHNOLOGY
B.S. Electronics and Communications Engineering (undergrad/missing units)
SUMMARY OF QUALIFICATIONS
Punctual, can work under pressure with minimal supervision. Team player can lead a
group to achieve a given task. Creative in various means, can work with different assignments.
Ability to interact across different nationalities. Deliver a result for a task in a given time frame.
Flexible in any work schedule assignments.
I hereby solemnly swear that all the above information is true and correct to the best of
my knowledge.
____________________
Domingo D. Malagueno Jr.