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Work experience

Jun 2011Present

Team Leader

PCCW Teleservices (Philippines), Inc.

Account: Belkin International Inc.

Technical Suppport

  • Day to Day operations, SL and Floor Operations management
  • Organize team huddles and work towards keeping the team motivation at a higher level.
  • Prepare the shift roster
  • Facilitate Administrative and operational need of the team
  • Prepare and share daily Shift reports
  • Assign routine tasks to the team
  • Prepare consolidated weekly / monthly reports.
  • Handles escalations from L2
Mar 2009Jun 2011

Level 2 Technical Customer Care Representative

24/7 Customer Care Phils., Inc.

Account: Time Warner Cable Communications

Technical Support

  • Provide 2nd level of technical support regarding internet and network connectivity issues.
  • Assists clients setting up client email programs if needed.
  • Assists clients with installing service provided applications if needed.
  • Log and handle tickets within the customer management system, ensuring that client issues are dealt with in a timely and accurate manner.
  • Collate some call information from teammates for tracking purposes through a common chat room. (Common issues, callback lengths, outages, etc.)
  • Coordinate with 3rd level if client concern is deemed out of 2nd level support.
  • Act as mentor to new teammates and provide assistance thru chat.
Jul 2007Feb 2009

Technical Customer Care Representative

Convergys Phils.

Account: AT&T Home Networking

Technical Support

  • Provide 1st level of technical support for internet and home network connectivity issues.
  • Queue specializes on providing support for clients with multiple network devices.
  • Assists clients setting up client email programs if needed.
  • Assists clients with installing service provided applications if needed.
  • Log and handle tickets within the customer management system, ensuring that client issues are dealt with in a timely and accurate manner.
  • Collate some call information from teammates for tracking purposes through a common chat room. (Common issues, callback lengths, outages, etc.)
  • Coordinate with 2nd level if client concern is deemed out of 1st level support.
  • Act as mentor to new teammates and provide assistance thru chat and regular coaching sessions.
  • Take supervisor calls if team leader is not available.
Apr 2006Jul 2007

Technical Support Representative

Convergys Phils.

Account: AT&T Internet Services

Technical Support

  • Provide 1st level of technical support for internet connectivity issues.
  • Assists clients setting up client email programs if needed.
  • Assists clients with installing service provided applications if needed.
  • Log and handle tickets within the customer management system, ensuring that client issues are dealt with in a timely and accurate manner.
  • Coordinate with 2nd level if client concern is deemed out of 1st level support.
  • Provide assistance to transition agents as a subject matter expert.
  • Act as mentor to new teammates and provide assistance thru regular coaching sessions.
  • Conduct technical calibrations for the team.
  • Take supervisor calls if team leader is not available.
  • Create daily team performance and attendance reports if team leader is not available.

Education

Jun 2002Mar 2006

Bachelor of Science

Jose Rizal University
Jun 2000Mar 2002

Bachelor of Science in Engineering

University of Sto. Tomas
Jun 1996Mar 2000

High School Diploma

City of Mandaluyong Science High School

Date Graduated: Mar 2000

Interest

Anything that has something to do with computer or technology.

References

Jay-Ar Dela Cruz

Gerardo Soliman

Lester Kiroshe Ocampo