GARCIA, ROMAN SHAIDER P.
65 Capas Rd.
Brgy. Holy Spirit, Quezon City, Metro Manila, Philippines 1127
Mobile: +639398768322/09260438486
Email: [email protected]

EXPERIENCE

SPi Global- Makati (February 2014 – January 2016)
Jupiter St. , Makati City, Philippines

Customer Technical Support Specialist – DISH NETWORK
All around Technical Support

Customer Retention
All around customer support specialized in saving customers from cancelling service

Convergys – AT&T Uverse (April 2016 – November 2019)

Delta Building, Technohub Quezon City, Philippines

Technical Support 2 – AT&T Uverse Operations

All around technical support
Basic and advanced email trouble shooting
Router and Modem synchronization and porting
Virtual Assistance – real time screen control assistance
Appointment inquiry and set up

Transition Advocate (SME) – AT&T Uverse Operations

Nesting agents support
Handled Transition Waves
Facilitating discussion for maintaining knowledge of client products and services
Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
Maintain basic knowledge of client products and/or services
Prepare complete and accurate work including appropriately notating accounts as required
Participate in activities designed to improve customer satisfaction and business performance
Offer additional products and/or services
Track, document and retrieve information in call tracking database
Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff