Guia A. Angeles Customer Service Expert
PhilippinesGUIA A. ANGELES
Phone: +63-977-602-8999
Email: [email protected]
Address: 21 Yellow Bell St. Agustin Bacoor, Cavite.
Core Competencies:
Confidential Correspondence & Document handling * Executive Support * SAP * MS Office Suite * Salesforce *High Customer Service standards * Strong problem solving ability*Strong Analytical, Communication and Organizational skills
Education & Training
Bachelor of science in Computer Science * AMA Computer College* Year Graduated: 2016
Internship * Intel Technology Philippines * January – May 2004
Professional Experience
· SCHNEIDER ELECTRIC – Primary Technical Support – JUL 2017 to PRESENT
Assist Customers including Electrical Distributors, End Users, Original Equipment Manufacturers, Consultants and Contractors with Product Selection and Configuration. * Develop solutions to technical problems utilizing Schneider’s vast product portfolio. * Collaborate with internal functions such as Marketing, Engineering and Quality. * Develop and review knowledge documentation including knowledge articles. * Participate in Company initiatives for revenue generation. Other task assigned by Supervisor.
· CONCENTRIX – Quality Analyst– 2013 to 2017
Evaluates call recordings of Amazon.com Customer Service Associates based on client specifications and internal standards * Provides effective and constructive feedback to acknowledge best practices and help improve individual/team performance * Participates in Quality calibrations * Analyzes attributes, behaviors and Agents trends * Perform adhoc/POC tasks when needed.
· CONVERGYS – Technical Support Representative – 2011 to 2013
Troubleshoot AT&T U-verse Internet, VOIP and IPTV services and hardware issues. Utilize multiple tools and departments to identify and resolve advanced service problems * Perform special task as Subject Matter Expert and provide real time support to assigned team/s * Certificate of Completion: Product Training, AT&T U-verse (with Berlitz).
Personal Information
Height: 5’1”
Gender: Female
Civil Status: Married
Date of Birth: May 7, 1984
Place of Birth: Manila, Philippines
Language spoken and written: English, Tagalog
Education
- Graduated 2016 Bachelor of Science in Computer Science at AMA Computer College
Experience
- 2011 to 2013 Technical Support Representative at Convergys
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– Troubleshoot AT&T U-verse Internet, VOIP and IPTV services and hardware issues. Utilize multiple tools and departments to identify and resolve advanced service problems
– Perform special task as Subject Matter Expert and provide real time support to assigned team/s
-Certificate of Completion: Product Training, AT&T U-verse (with Berlitz).
- 2013 to 2017 Quality Analyst at Concentrix
-
– Evaluates call recordings of Amazon.com Customer Service Associates based on client specifications and internal standards
– Provides effective and constructive feedback to acknowledge best practices and help improve individual/team performance
– Participates in Quality calibrations * Analyzes attributes, behaviors and Agents trends
– Perform adhoc/POC tasks when needed.
- July 2017 to Present Primary Technical Support at Schneider Electric
-
– Assist Customers including Electrical Distributors, End Users, Original Equipment Manufacturers, Consultants and Contractors with Product Selection and Configuration.
– Develop solutions to technical problems utilizing Schneider’s vast product portfolio.
– Collaborate with internal functions such as Marketing, Engineering and Quality.
– Develop and review knowledge documentation including knowledge articles.
– Participate in Company initiatives for revenue generation. Other task assigned by Supervisor.