Profile

More than 8 years of successful experience in customer service and support with recognized strengths in account maintenance, problem-solving, troubleshooting, sales, billing staff support, and from planning to implementing proactive procedures and systems to avoid problems from happening in the first place.
Possess solid computer skills. Able to troubleshoot, install and maintain hardware/software related jobs including computer networking and peripherals.
Excellent working knowledge using both Windows and Mac systems; Microsoft Excel, MS Power Point, Microsoft Word, and other computer softwares.
Ability to train, motivate, and supervise customer service employees.
A team player, acknowledged as “Total Quality Customer Service Professional.”
Employment

Consultant (Nov 10, 2014 – Present)Sutherland Global Services (7th Flr. Harvester Corporate Center 158 P. Tuazon Blvd. cor. 7th Ave. Brgy. Socorro Cubao, Quezon City)

Spotify (Oct. 2016 – Present)

-Handles email/chat queries for all Spotify products and services.

-Handles billing, troubleshooting, sales and general inquiries for new and existing users.

-Provides assistance for newly hired employees.
-Provides feedback to upper management to address needs and concerns of both Spotify users and employees.

Lenovo (Nov. 2014 – Oct. 2016)

-Handles inbound calls for all Lenovo products and services.
Handles billing, troubleshooting, sales and general inquiries for new and existing customers.
-Provides assistance for newly hired employees.
-Provides feedback to upper management to address needs and concerns of both Lenovo customers and employees.
Accounts Resolution Specialist (Apr 23, 2013 – Aug 21, 2014)

Results Manila Inc.   (Q Plaza Commercial Complex, Imelda Ave., Cainta Rizal, Philippines)

-Handles inbound calls for all SiriusXM products and services.
-Handles billing, troubleshooting, sales and general inquiries for new and existing subscribers.
-Provides assistance for newly hired employees.
-Provides feedback to upper management to address needs and concerns of both SiriusXM subscribers and employees.
Reason for leaving: End of contract.

Sales Executive (Jul 11, 2012-Jan 31, 2013)

VXI Philippines   (SM Cyber 2, Jupiter and Zodiac Sts. Cor. Buendia Ave. Makati City, Phil.)

-Handles inbound sales for all AT&T products and services
-Handles billing inquiries for new and existing members
-Provides assistance for newly hired sales representatives
Reason for leaving: Safety and self-security.

Faculty Member (Nov 2010-Mar 2011)

Asia School of Arts and Sciences   (Jorjo Bldg. Tandang Sora Ave. Culiat, Quezon City, Philippines)

-Teaches junior and senior Computer Science students
-Manages and evaluates student’s daily activities in relation to I.T.
-Provides and conducts examinations, course curriculum for I.T. and creative   -Powerpoint presentations.
Reason for leaving: End of contract.

Technical Senior Support Representative (Aug 2009-Feb 2010)

Convergys Philippines Inc.   (UP Science & Technology Technohub, Quezon City, Philippines)

-Supports Both Technical and Billing Issues for AT&T U-verse Service
-Uses advanced tools to troubleshoot and fix Internet/DSL connections,            -Internet TV, and IP phone problems
-Provides permanent solutions for escalated issues
-Offers marketing/sales solutions for better, more convenient and more competitive service for clients
Reason for leaving: Heavily affected by typhoon Ketsana.

Senior Technical Support Assistant  (Mar 2009-Jun 2009)

DELL Inc.   (Mall Of Asia, Pasay City, Philippines)

Technical Support for Dell XPS Desktops, Notebooks and printers
-Troubleshoots and fixes hardware problems including, diagnosis, testing,    updates drivers, software and firmware
-Troubleshoots and fixes Operating System related problems such as,         reformatting, reinstalling, debugging, and computer virus problems
-Offers marketing/sales solutions for better, more convenient and more competitive service for clients
Reason for leaving: In-house acquired by other BPO.

Customer Service Representative (Mar 2007-Jan 2009)

Alorica (formerly NCO Group; ABS-CBN Compound, ELJ Bldg., Mother Ignacia St., Q.C., Philippines)

Customer Service for Microsoft Online Services
-Takes care of billing/payment issues and offers better service for clients
-Troubleshoots and fixes email accounts and online subscriptions
Reason for leaving: End of contract.

Directory Assistance (Nov 2006-Feb 2007)

i-Touch Point   (IBM Plaza Bldg. Eastwood City, Philippines)

-Answers inbound calls for all directory assistance inquiries.
Reason for leaving: End of contract.

Education

Cisco Certified Networking Associate University of the Philippines, Quezon City, Philippines (June 2010- Feb 2011)

Computer Technician

Xavier Technical Training Corp., Marikina City, Philippines                 (June 2001-May 2002)

Bachelor of Science in Information Technology. AMA East Rizal Campus, Antipolo City, Philippines                                           (2004-2006)

Primary – Secondary

Marist School Inc., Marikina City, Philippines (1991-2001)

Skills

Customer services skills. Able to communicate and deliver positive/negative results to customers in a professional or non-professional (friendly) manner depending on the client’s needs.
Installation and Troubleshoot of Computer Hardware and Peripherals (printers, webcam, etc.)
Installation and Troubleshoot of Computer Software: Windows OS, MAC OS, MS Office applications
Music Editing: Cakewalk, Sonic Foundry, Acid Pro, Virtual DJ
Video Editing: Movie Maker, AVS Video Editor
PC Gamer and Critic
2001 Muziklaban Nationwide Band Competition Finalist
Bluegreen Band bass player (2001-2008)
Blugum Alley Bar, Marikina Heights, Marikina City, Philippines (2004-2006)
Sangkalan Grill & Restaurant Sct. Albano, Quezon City, Philippines (Aug. 2011)
BAR1 Bar & Grill Marikina Riverpark, Marikina City, Philippines (Aug. 2011)