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Work History

Mar 2012Present

Technical Support Representative/ Consultant

Sutherland Global Services Inc.
  • Research issues on various computer system and database to resolve complaints and answer inquiries
  • Resolve customer complaints and concerns with strong verbal and negotiation skills.
  • Displays courtesy and strong interpersonal skills with all customer interaction.
  • Communicate and resolve technical issues via phone, email and chat.
  • Consult user guides, technical manuals and other documents to research and implement solutions;
  • Provides advice and training to users in response to identified difficulties;
  • Collect, organize and maintain a problems and solutions log for use by other technical support analysts
  • Determine customer requirement and expectations in order to recommend specific products and and/ or escalate the call appropriately.
  • Build and maintain successful relationship with service providers, dealers and consumers.
Sep 2010May 2011

Customer Service

Teletech Sta. Rosa
  • Supported customers with online billing and account issues.
  • Supported customer having service connectivity issues.
  • Provided thorough support and problem resolutions for customers.
  • Worked with clients and deliver a consistent and integrated support experience.
  • Built and maintained successful relationship with dealers and consumers.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
Sep 2008Aug 2009

Chat Support/ CSR - Directory Assistance

kgb_Philippines
  • Provided premium text answer service in the United Kingdom.
  • Provided answers to all sort of questions, catering United States and United Kingdom customers.
  • Dedicated in providing caller with-up-to-the-minute pinpoint accurate answers 24/7 in 365 days.
  • Provided outsourced directory assistance services in the United States.
Feb 2005Sep 2008

Resume Sales Consultant

E-MAX Web Design and Writing Services
  • Made reasonable procedure exceptions to accommodate unusual customer's request.
  • Demonstrated mastery of customer service call script within specified time frames.
  • Directly in charge for answering incoming phone calls from the clients who are interested to purchase different services that company offers.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
  • Addressed customer inquiries in a timely and accurate manner.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.

Summary

Technical Support Representative and Analytical Consumer English adept at resolving complex customer issues in a timely manner. Critical thinker who addresses customer inquiries and who consistently exceeds performance standard. Technical Support Representative with morethan 4 years in technical and 6 years in customer support role. Effectively identifies problem using advanced troubleshooting skills and performs superior work under pressure.

Accomplishments

  • Exceeded monthly goal metrics
  • Recognized for Platinum Awards in Attendance, Tenureship and People category
  • Received an award for most Customer Satisfactory survey 10 out of 10

Highlights

  • Exceptional telephone etiquette
  • Patient and diligent
  • Vast technical knowledge
  • BlackBerry OS expert
  • Knowledgeable in Windows OS
  • MS Office proficient
  • Proficient in oral and written English
  • Excellent customer service skills
  • Knowledgeable in mobile platforms
  • Ability to work in flexible hours and holidays
  • Familiarity with remote access software
  • Expertise in configuration and troubleshooting

Education

19981999

B.S Computer Science

STI College Dasma

STI Building, N. Guevarra Street,

Dasmariñas, Cavite 4114

19971998

Bachelor of Science in Computer Science

Don Severino Agricultural College
19971998

Bachelor of Science in Computer Science

University of Baguio

Contact Information

Mobile: 0905-514-7002 / 099-856-0339

Telephone: 049 - 306-0970

Home Address: #836 F. Sakay St. Brgy Bucal, Calamba City, Laguna 4027