Marc Avry Agualada

962 Francisco St. Turo, Bocaue, Bulacan 3018

● Mobile: 0935-320-1424

● Email: [email protected]

PROFILE: A highly enthusiastic individual with one year and three months hands-on experience in call center settings. Customer focused approach and exceptional communication skills.

HIGHLIGHTS OF QUALIFICATIONS

• Demonstrated ability to serve as a solid link between customers and businesses
• Hands on experience in performing technical and non-technical services
• In depth knowledge of meeting sales expectations and goals
• Bilingual: English

SPECIAL CAPABILITIES

• Exceptional telephone etiquette
• Customer orientation
• Result-oriented
• Computer and the Internet

KEY ACHIEVEMENTS

• Promoted as Subject Matter Expert | Feb 2014 – June 2014

PROFESSIONAL EXPERIENCE

•   American Telephone and Telegraph | March 2013 – August 2013

Hinduja Global Solution

• Bell Internet Technical Support | August 2013 – June 2014

Hinduja Global Solution

Transworld Collection | July 2014 – November 2014
Expert Global Solution

Telstra Technical Analyst| May 2015 – December 2015
Teleperformance

Staples Business Advantage |June 2016 – May 2017
Sitel Philippines

Quest Diagnostics IT Service Desk | June 2017 – January 2019
Quess Corp & Wipro Limited

Call Center Agent

• Took inbound calls for providing service and product information
• provided callers with information on internet packages and promotions
• Resolved customers’ technical issues over the phone
• Generated tickets for problems that cannot be resolved over the phone
• Made sales calls for soliciting business from new customers
• Up-sold services to existing customers
• Maintained call logs

Service Desk

Take inbound calls concerning computer specifics, software, and other company specifis

Provide assistance with password issue using Active Directory

Give assistance with any phone issue, vpn, and do some remote desktop to fix issues

Provide tickets for escalated issues and nationwide issue or business impacting issues

EDUCATION

Bachelor of Science in Secondary Education
Majors: English
Jesus Is Lord Colleges Foundation Inc.

Character Reference

Mr. Karl Cabuenos

Team Lead at Hinduja Global Solution

Contact no. 09178743734

Mr. Von Ryan Ramirez

Team Lead at Hinduja Global Solution

Contact no. 09269478885

Ms. Joanna Mergal

Offline Support Specialist at Western Union

Contact no. 09258001739

Ms. Jobelle Labongray

Customer Consultant Agent at Hinduja Global Solution

Contact no. 09175924652

Mr. Calvin Dondie Garcia

IT Service Desk Senior Supervisor

Contact no. 09278808310