EMPLOYER: PCCW TELESERVICES INC., PHILIPPINES / HKT
10th Floor, Union Bank Plaza, Ortigas Center, Pasig City, Philippines
November 2010 – September 2015
Tier 2 – Service Recovery Officer – Microsoft West (UK & Ireland), March 2013 – Sept. 2015
 In-charge in handling complaints from customers thru email, inbound calls, chat and social media.
 Builds customer loyalty by placing follow-up calls for customers who have product issues, complaints.
 Enforcement of process in line with the project’s policy and standards.
Junior Tech Trainer – UK, Ireland, US and Canada Cluster, April 2012 – March 2013
 In-charge in conducting technical trainings for UK, Ireland and US customer service representatives regarding newly released Nokia Phones, Windows Phone, Nokia and Microsoft Windows Phone Services and Applications.
 Backup for CMS Post, In-charge in generating Daily, Weekly, Period to Date statistics for UK and Ireland.
Tier 1.5 Agent UK, Ireland, US and Canada
 Nokia Smart Setup Agent.
 Handling Nokia with Windows Phone for UK, Ireland, US and Canada Cluster.
 Floor Support for both Europe and North America Cluster.
Tier 1 Agent for UK, Ireland, US and Canada, November 2010 – April 2012
 Answering basic queries regarding Nokia Phones, Products and Services.
 Providing Basic Troubleshooting with Nokia Phones and related Applications and Services.
 Basic support regarding customer complaints.
 Generates daily and weekly statistics for the team.
 Create and Update customer accounts using company provided software and web tools.

EMPLOYER: AL QAHTANI – FISK ELECTRIC & TELEPHONE CO. LTD. Dammam, Kingdom of Saudi Arabia
Communications/Media Equipment Installer ARAMCO Project, October 2008 – January 2010
 Installation of Communications Equipment, Computer, Media Equipment (Video, Camera, Audio and Video Recorder).
 Media Equipment Basic Troubleshooting.
 Computer Basic Troubleshooting.