Marnelli Llenares Technical Support Representative
Philippines
Marnelli D. Llenares
# 97 Lirio St. San Antonio Village Antipolo City 1870
Mobile # +639209581089
Email: [email protected]
Objective:
I want to obtain a high level, challenging permanent position that allows me to utilize my expertise in an environment conductive to continual advancement of knowledge & skills.
EXPERIENCE:
Consultant January 2016 – February 2018
Sutherland Global Services
Makati City
Work Description:
Responsibilities
● Responsible for selling and up selling website (Go Daddy) Products
● Provide direct Marketing, sales and technical support for Go Daddy clients
● Provide excellent support to clients by resolving their technical concern
● Educate customers and cross sell products and services they may be interested in or products that they need
ConsultantFebruary 2013 – January 2016
Sutherland Global Services
Makati City
Work Description:
Responsibilities
● Responsible for selling and up selling Intuit (Quick books) Products.
● Provide direct Marketing, sales and technical support for Intuit clients.
● Handles all technical and telephone sales inquiries.
● Provides technical support assistance to our client.
Technical Support Representative July 2011 – February 2013
Sitel Philippines
Libis Quezon City
Work Description:
Responsibilities
● Assisting customer regarding their printer issue. Conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
● Support customer in installation using wireless, USB and ethernet connection.
● Provide consistent, superior service to every customer by utilizing all available tools and resources.
● Troubleshooting a variety of technical and non-technical issues customers are having with their printers and registered account.
Workforce Analyst April 2009 – February 2011
Acquire Asia Pacific
Mandaluyong Quezon City
Work Description:
Responsibilities
● Utilized accurate staffing figures every hour to maximize service and minimize cost.
● Responsible in sending daily queue report with challenges, impact, action taken, analysis and recommendation every end of the day.
● Responsible in updating every day attendance report and scheduling agents break.
● Advised operation team numbers of call waiting and escalation call with wait times.
● Forecasting call volumes and average handling time by a combination of historical data, time series and expert judgement.
TSR – Level 2 Specialist September 2006 – April 2009
(Technical Support Representative)
Acquire Asia Pacific
Mandaluyong Quezon City
Work Description:
Responsibilities
● Provide technical assistance such as DSL, DU, Home phone and Mobile wireless broadband.
● Help customer from home phone line not getting dial tone to DSL not getting sync.
● Responsible in uninstalling and reinstalling customer modem to have their internet connection up and running.
Technical Support Representative October 2005 – December 2005
TeleTech
Pasay City
Work Description:
Responsibilities
● Provides technical support such as DSL issue, Dial up issue, Mobile issue, email issue, browsing issue, password and log in issues.
● Identifies and troubleshoots customer’s DSL concern/issues; Issue may include: Modem/Line failure; software installation and set up.
EDUCATIONAL BACKGROUND:
MFI Foundation, Incorporated
PHP and MYSQL Basic
Ortigas Ave. Pasig City
March 10 – 25 2009
Dominican College
B.S. Computer Science
San Juan Metro Manila
June 1998 – March 2004
Our Lady of Peace School
High School Education
Antipolo City
June 1994 – March 1998