Education

2010 - 2016 BS COMPUTER SCIENCE at COMPUTER COMMUNICATION DEVELOPMENT INSTITUTE, NAGA CITY

(3RD YR UNDERGRADUATE)

2002 - 2006 High School at CAMARINES SUR NATIONAL HIGH SCHOOL, NAGA CITY

SECONDARY EDUCATION

Experience

DECEMBER 2018 – APRIL 2019 CUSTOMER SERVICE SUPPORT (WORK @ HOME) at JJS HOUSE

● Answering customers’ request and request through email.
● Processing products return and refunds.
● Neutralizing customer’s complaints

SEPTEMBER 2018 – DECEMBER 2018 TECHNICAL SUPPORT (BELL CANADA) at QUANTRICS NAGA CITY

● Identified and assessed, resolving customer’s issue by either providing accurate information and update, upgrading their services, troubleshoot, sending technical dispatch or equipment replacement.
● Resolved problems by researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
● Setting up appointment for technical dispatch.

MAY 2017 – JUNE 2018 CUSTOMER SERVICE SUPPORT (WORK @ HOME) at HOUSE OF NUTRITION

● Answering customers’ request and request through email.
● Creating week on week inventory report, cancellation and refunds.
● Monitored interactions to ensure that my teammates are following the process and has up to date product knowledge.

AUGUST 2014 – APRIL 2016 QUALITY ANALYST at SUTHERLAND GLOBAL SERVICES INC

● Evaluated agents’ performance in terms that help recognize problems and decrease defects.
● Identified best practices and create a customized solution to improve customer relations.
● Monitored interactions to ensure representatives are following the process and has up to date product knowledge.

NOVEMBER 2012 – JUNE 2014 ESCALATION AGENT (TIER 2 SUPPORT) at SUTHERLAND GLOBAL SERVICES INC

● Handled escalated contacts or unresolved cases.
● Researched and explored alternative solutions which was then utilized in agents up training.
● Monitored interactions to ensure representatives and helping them explore solutions.

APRIL 2011 – AUGUST 2011 SALES REPRESENTATIVE (INTUIT) at SUTHERLAND GLOBAL SERVICES INC

● Identified and assessed customers’ needs and promote QuickBooks products.
● Maintained and exceeded daily, weekly and monthly quota.
● Answered general inquiries.

OCTOBER 2010 – APRIL 2011 TECHNICAL SUPPORT (INTUIT) at SUTHERLAND GLOBAL SERVICES INC

● Guided customers on installing TurboTax software.
● Ensured that customers were routed to the right queue for issues within the software.
● Resolved problems by researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

FEBRUARY 2010 – OCTOBER 2010 TECHNICAL SUPPORT (SYMANTEC) at SUTHERLAND GLOBAL SERVICES INC

● Provides answers to clients by identifying problems, researching answers, guiding customers through series of troubleshooting steps.
● Updates job knowledge by participating in educational opportunities or training.
● Helping customers install and use their NORTON 360 anti-virus software and improve internet connection.

JANUARY 2010 – FEBRUARY 2010 CUSTOMER SERVICE REPRESENTATIVE at SUTHERLAND GLOBAL SERVICES INC

● Answers inquiries, researching and providing information.
● Fulfills requests by verifying information, completing transactions and forwarding requests.