Benjo Maglente

Benjo Maglente

Interest

  • Internet                                                                                                                                 
  • Automobile                                                                                                                           
  • Music                                                                                                                                       

Objective

I have more than 5 years of experience in technical support, customer services in the BPO industry and 2 years in hospitality industry.My background in said industries represents a unique combination of discipline and professionalism. Personally, I have the drive and determination to always be a succesful member of a team/organization, an organisation which I can make great use of my passion towards customer and job satisfaction. I am looking for a long term employment with a company that is on or looking to be on the cutting edge.

Summary

Finished the two years associate program of Medical Technology in St. Scholastica's College of Health Science and a Certificate holder of a vocational course in Computer Technology in AMA Computer College. Has more than 4 years of experience in Technical, Customer Services and 2 years in Hospitality. After College, I immediately worked for SITEL Philippines handling Microsoft account as a Technical support/Customer Service for North American Customers for over a year. I then transfered to IBM Daksh handling Xerox and Lenovo account. I started as a Technical and Customer Service Specialist. After 6 months, I got promoted as a Technical Mentor in which my main task was to serve as the floor support for all the agents, assisting and answering all thier questions regarding troubleshooting and processes. I was also tasked to train low performer agents in which after weeks of training, an obvious improvement was seen by the Operations Manager himself. I was given an opportunity to work for DELL International as a Senior Specialist for almost 2 years. I was part of the team with the highest " One Call Resolution" rating and was also one of the top upseller of DELL products such as Extended warranty, DELL hardware such TV, Projectors, fax machine, DELL computer parts, etc. By March of 2010, I had an opportunity to work abroad, an opportunity that most of the Filipinos desire but not all are given a chance. I then moved to Dubai and started working for Crowne Plaza Dubai Deira which was previously known as Renaissance Dubai Hotel. I was assigned in the Guest Services Department and due to my customer service and technical background, I was specially assigned to be the first point of contact in all technical problems of the hotel prior to reporting it to the Systems Manager. I am assigned to take internal and external calls, update and resolves Guest's issues, conducts breifing, etc. Having an experience in different industries, it gave me a huge knowledge in several tools that most industries are using, it gave me lots of ideas in different businesses. As humble as it may sound, I am so proud to have all these experiences and skills as it made me a very confident and competitive person, confident enough to work for a company that is on or looking for to be the cutting edge.

Work History

Work History
Mar 2010 - Present

Guest Services Executive

Crowne Plaza Dubai Deia

ü Attend the daily briefing and taking note of information passed and ensuring that our standard is maintained.

ü Answering all the calls within 3 rings by proper telephone etiquette.

ü Act as the 1st point of contact for all technical problems such as networks, hardware including the multi-function machines, laptop, computer, projectors, etc.

ü Update the any guest complains through guest complains form and follows up with the concern department as well as with the guest.

üTaking the message and Convoy in the guest room (message and fax) according to the procedure.

ü Handling call accounting system.

ü Handling the federal computer system (FCS).

ü To anticipate and meet the guests need and requests while ensuring complete guest satisfaction.

ü Offer consistent, professional, friendly, warm and engaging service.

ü Corporate with colleagues from all departments in particular accounting, and reservation.

ü Ensure that the guest service desk is manned operationally prepared and stocked at all times in order to be available for guests as a point of contact.

ü Maintain the privacy of all guests by ensuring that no details of the guest are disclosed.

ü Ensuring all the guests arrival and departures procedures are followed as laid in the guest service savvy.

ü Professionally and competently operates the telephone system in line with both operating and core standards.

ü Maintain the privacy of all guests by ensuring that no details of the guests are disclosed.

ü Assist the entire guest in a sincere and courteous manner, where ever possible going the extra miles to ensure guest satisfaction.

Nov 2008 - Jan 2010

Senior Technical Specialist / Customer Service and Technical Support

DELL International Services

üWorks as a floor support at all needed times to assists the technical and customer service specialist.

üProvides professional technical assistance for problems and issues regarding client services either by telephone, email, fax or any other defined methodology.

üNotify internal stake holders of system issues when they occur and through the life of issue until the issue is resolved.

üTakes Escalation to all technology issues which cannot be resolved by Level 1 resource by capturing the issue in CRM tool.

üWork with Partner's to resolve technical issues for joint customers.

üUnderstand HireRight technologies and platforms.

üCollaborate with Customer Service by providing information essential to helping their first call resolution based on current events, anomalies or known issues impacting our platforms.

üProactively develops and maintains technical knowledge in specialized area(s), remaining up to date on current trends and best practices.

üQuickly and accurately performs multiple tasks (e.g., talking, listening, entering and documentation information, seeking information, problem solving

üHandles product warranty support, Credit card info, billing and Customer Info updates.

üEnsures that customer expectations are met and are in line with client's policies, practices and procedures.

üRotating on-call after hours support.

Sep 2007 - Oct 2008

Technical Support / Customer Service Rep / Subject Matter Expert

IBM Daksh

Account: Xerox, Lenovo

as an SME:

üMotivating and inspiring the team to surpass their potential.

üImproving the team and facilitating the communication among the members of team.

üExceeding and meeting departmental objectives, including conversion targets, and lead generation.

üCreating sense of ownership within the employees and resolving employee issues, if any.

üEncouraging, supporting, and motivating actively one’s peer team.

üLooking constantly for development as well as continuous improvement for the entire team.

üMonitoring, organizing, and coaching team on a day-to-day basis.

üEnsuring that the employees follow their schedules properly as designed.

üStriving for new ways continually, to increase the opportunities of sales.

üHandling escalated calls, complaints, questions, and queries as necessary.

üFacilitating cross-functional communication within employees for improved working condition.

üCarrying out team meetings and actively participating in the monthly and weekly meetings.

As a Technical Support/Customer Service Representative:

üQuickly and accurately performs multiple tasks (e.g., talking, listening, entering and documentation information, seeking information, problem solving.

üProvides professional technical assistance for problems and issues regarding client services either by telephone, email, fax or any other defined methodology.

üHandles product warranty support, Credit card info, billing and Customer Info updates.

üUp selling products, warranties, support and the like.

üUses effective communication skills and appropriate support tools to resolve customer requests in a timely fashion, professionally guiding members through steps to resolve technical problems and issues.

üEnsures that customer expectations are met and are in line with client's policies, practices and procedures.

üGathers and reviews relevant customer information; understanding meaningful relationships across information sources;

üQuickly and effectively solves customer problems.

üIdentifies the specific information needed to clarify the problem or situation.

üApproaches a complex problem by breaking it down into its component parts and considering each part in detail.

üSeeks to increase knowledge of products, technical requirements, policies and procedures.

Jun 2006 - Aug 2007

Technical and Customer Service Specialist

SITEL Philippines

Account: Microsoft

üQuickly and accurately performs multiple tasks (e.g., talking, listening, entering and documentation information, seeking information, problem solving.

üProvides professional technical assistance for problems and issues regarding  client services ( MS Office, Windows servers and all other Microsoft products) either by telephone, email, fax or any other defined methodology.

üHandles product warranty support, Credit card info, billing and Customer Info updates.

üUp selling products, warranties, support and the like.

üUses effective communication skills and appropriate support tools to resolve customer requests in a timely fashion, professionally guiding members through steps to resolve technical problems and issues.

üEnsures that customer expectations are met and are in line with client's policies, practices and procedures.

üGathers and reviews relevant customer information; understanding meaningful relationships across information sources;

üQuickly and effectively solves customer problems.

üIdentifies the specific information needed to clarify the problem or situation.

üApproaches a complex problem by breaking it down into its component parts and considering each part in detail.

üSeeks to increase knowledge of products, technical requirements, policies and procedures.

  üProvides accurate information, service, or products; or referring customers to appropriate personel.

Education

Education
Jun 2004 - Jun 2005

Computer Technology

AMA Computer Learning Center
Jun 2001 - Apr 2003

Associate Program

St.Scholastica's College

Skills

Skills

Soft Skills

Completed 3 communication skills training provided by three different companies.  Completed 3 trainings in persuading customers.  Has undergone a team leading skills training. Recieved most numbers of commendation from customers as having an excellent communication skills.

IT skills

Adobe Photoshop C++ Active Directory Hardware Software Network (LAN/WAN) SQL Server, MySQL Windows, UNIX, BSD Microsoft access Linux Environment

Certifications

Certifications

First Aide and Emergency Situation Certificate

Phil. National Red Cross
Oct 2007 - Oct 2013

XEROX Systems Expert

IBM Dasks
Jan 2009 - Jan 2012

Dell Certified System Expert

DELL International

References

References

Ludilyn Cabana

Irshad Ahmed

Christian Alarcon

Jon Dumaguing