An experienced customer service agent with 4 years of work experience in the industry.

WORK EXPERIENCE
HCL Technologies Philippines, Inc.
Senior Service Desk Analyst
Taguig City- Jan. 2023 – July 2024

• Systematically identified, resolved, and documented end-user technical issues related to desktop technical
• support, installation of company-approved software, mobile issues, system configuration setup, and other IT-
• related requests.
•  Prioritized and categorized end-user support and service requests using campaign ticketing systems like
• ServiceNow.
• Served as a single point of contact for users who require technical assistance with connection with IT-related
• products and services.
• Engaged in managing IT service disruptions and restoring services within agreed service level agreements
• (SLAs) through incident management.
• Ensured that all contacts were recorded in the ticketing tool with comprehensive information and allocated
• with appropriate categories and priority.

TELUS International Philippines
Customer Support Specialist III
Quezon City- July 2021 – Oct. 2022

• Managed customer service-related concerns, such as responding to general service queries, resolving
• billing and dispute issues, troubleshooting technical problems, order processing, and upselling.
• Troubleshoot issues related to email services, internet services for both Asymmetric Digital Subscriber
• Line (ADSL) and Fibre Optic, and security system services.
• Processed orders for new clients and service upgrades for existing customers using Salesforce CRM.
• Adhered to the campaign's end-to-end standard to deliver an exemplary customer service experience.
• Assessed the potential risks associated with engaging with a particular customer in relation to their overall
• experience with the company's products and services.

Teleperformance Philippines
Technical Support Representative
Mandaluyong City-Aug. 2020 – June 2021

• Provided front-line technical support for resolving issues related to telecommunications services,
• including television, VoIP phones, internet, and email services.
• Strictly adhered to the campaign's Standard Operating Procedure (SOP) and follows the Workflow Engine
• (WFE) to efficiently and effectively handle customers' queries.
• Delivered exceptional customer service experience by accurately and promptly diagnosing problems and
• providing appropriate solutions using the campaign's Customer Relationship Management (CRM) Tool.
• Identified and escalated issues through the proper channels.
• Ensure all Key Performance Indicators (KPIs) set by the company are achieved.
• Engaged in team huddles to discuss ideas and exchange feedback on identifying more effective methods
• of delivering better customer support.

Agribusiness Rural Bank, Inc. (AGRIBANK)
Branch Banking Group Intern
Pasig City-May 2023 – July 2023

• Managed inventory by accurately procuring and organizing the department's documents.
• Collaborated with other members of the departments in performing tasks that contributed to the overall
• performance of the department.

London Stock Exchange Group (LSEG)
Financial Content Operations Intern
Taguig City-Nov. 2022 – Jan. 2023

• Accurately and promptly input and manage data onto databases employing technical and financial knowledge.
• Performed data mapping by reviewing and evaluating the original and updated values of financial market data from various databases.

EDUCATION

Bachelor of Science in Business Administration
Major in Financial Management
San Juan City-Class of 2022

ADDITIONAL INFORMATION
 

Skills:

• Remote Desktop Support; Incident Management; Application Support (Installation and System Configurations); Technical support expertise; Order Management and Billing Processes; Upselling; Inventory Management; Data Mapping; Data Entry; Problem-Solving; Teamwork and Collaboration; Customer Service Skills; Communication Skills; Knowledge with Financial Management Concepts

Computer:

• Proficient in MS Office Apps, Active Directory and User Account Management Tool, ServiceNow, BMC Remedy ITSM, Customer Relationship Management (CRM) Tools: Oracle Siebel, Salesforce, & Java; MS-DOS based software

Interests: Investment and Banking; Financial Markets; Management; IT products and services