Renier Cepeda Balano

Mobile # +97150 6103365
E-mail: [email protected]
Address:  Discovery gardens St #2, United Arab Emirates

PERSONAL PROFILE
Accomplished Call Center Technical Support & Customer Service professional who has a proven track record of solving user issues quickly.  Adept at identifying and solving problems communicating complicated solutions to users and working directly with users and management to solve ongoing issues.  Performance high levels of motivation required to meet the tightest of deadlines.

CAREER OBJECTIVE
To pursue a career development in line with the goal and vision of the company, wherein the gained knowledge can be used for its good advantaged. Given an opportunity to work with a prestigious establishment, I intend to work with as much professional enthusiasm and commitment in any position commensurate with my qualification.

HIGHLIGHTS AND SPECIAL SKILLS
• Exceptional communication and demonstration skills to users.

· Very dedicated support professional who works hard to solve every issue

· Excellent teamwork skills and independent working skills

· Able to work with all levels of management

• Knowledge in Microsoft Office (Word, Excel & PowerPoint).

• Typing (45 words per minute)

WORK EXPERIENCE – SUMMARY

Aug 10, 2015 – Mar 13, 2017
Call Center Agent /Technical Support Representative
Harte Hanks Philippines, Fort Bonifacio Philippines
Apr 21, 2014 – Jun 13, 2014
Data Entry/Encoder
Bureau of Internal Revenue (BIR), Easter Samar Philippines
August 1, 2017 – Present
Customer Service Rep/Email & Chat support.
Karatbars International, Dubai World Central

PROFESSIONAL EXPERIENCE

Harte Hanks Philippines ,  Fort Bonifacio Philippines                                         Aug 10, 2015 – Mar 13, 2017

Harte Hanks is a leading insight-driven, multi-channel marketing organization delivering results for clients worldwide. Through our wide array of business and consumer marketing solutions, we move decision makers beyond awareness to transactions and brand loyalty.

Designation:  Technical Support Representative

Administration Disciplines:  Responsible for taking incoming calls from users and generating an

activity report

Key Tasks

·        Answer incoming calls and analyse the queries and problems of the callers

·        Assign complaint ID and inform the customer regarding approximate time needed for the resolution of the problem

·         Maintains database by entering new and updated customer and account information.

·        Log in nature of complaint and other details regarding the problem as provided by the callers

·        Ensure customer satisfaction and escalate calls to Tech Leader if the caller is not satisfied

·        Train new executives on corporate etiquette, service plans, troubleshooting, etc

BUREAU OF INTERNAL REVENUE, Eastern Samar Philippines                           Apr 21, 2014 –  Jun 13, 2014

Designation:  Data Entry/ Encoder

Administration Disciplines:       To ensure all administration functions are carried out in a timely manner as per procedure set to meet all requirements

Key Tasks

·      Encode tax payer files and process applications into required electronic format

·      Scan documents into database

·      Audit on-line applications for accuracy and completeness

·      Maintains database by entering new and updated customer and account information. Retrieve and present required information in various formats

·      Communicate with applicants telephonically and in person

·      Provide guidance and information on application requirements

Karatbars International, Dubai World Central                                                             August 1, 2017 – Present

Designation:  Customer Service Representative/Email & Chat support

Administration Disciplines:  To be an initial point of contact, answer clients questions and provide

assistance through voice, email & chat support.

Key Tasks

·        Answer incoming calls and analyse the queries and problems of the callers

·         Resolving complaints, processing exchanges, routine calls for providing information and guidance.

·        Review or changes to customer accounts

·        Provide quality customer support to customers for product information, customization options, pricing, Terms & Conditions, order status and delivery schedules.

·        Answering or solving customers concern as well via email and live chat support.

·        Ensure customer satisfaction and escalate calls to Supervisor if the caller is not satisfied.

·        Research answers and solutions as needed.

Formal Qualifications

Bachelor of Science in Information Technology

Eastern Samar State University
Maypangdan, Borongan Eastern Samar Philippines
Date Graduated: 2011- April 2015

Trainings and Workshops

June 4, 2014 – 27, 2014     Microcadd Institute Inc., The Cyberzone                    Cebu City, Philippines

·         CAD and MMA AWARENESS WORKSHOP

June 6, 2014                          Rajah Park Hotel                                                            Cebu City, Philippines

·         PhilNITS Information Technology Certification Program

Personal Details

Date of Birth:     08/19/1995                                         Languages:         English, Tagalog & Waray-Waray
Nationality:        Filipino                                                  Health:                 Excellent; non-smoker
Visa Status:            Employment Visa

References

Mr. Kristopher Tuason

Position: Supervisor

Company: Harte-hanks Philippines

Contact No: +639158637967

Mr. Roderick Acbang

Position: Supply Chain Data Analyst

Company: Cleveland Clinic Abu Dhabi

Contact No: +97150 4258060

Mr. Rommel Guina

Position: Supervisor

Company: Dubai Duty Free

Contact No: +97150 1984893