Resume
Training Attended and Certificate of Completion
2017- Present
Team Manager
Develop a strategy the team will use to reach the goal and provide coaching sessions to improve the agent’s performance. Identify outliers and provide necessary intervention. Provide clear communication and instruction to the team members, listen to their feedback, and manage the flow of day-to-day operations. Create comprehensive reports to the team for current performance and present as well to clients and higher management for the team’s accomplishments weekly and monthly.
2015-2017
Technical Support Associate
Responsible for acting as a liaison between customers and companies. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries.
2013-2014
Customer Service Representative
Provide functional and/or technical support for the resolution of customer problems, incidents, issues, requests, and queries. Coordinate with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, and tracking, and follow-up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.
Work Experience
Skills and Assets
Advanced
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Web Researching
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Problem Solving Skills
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Attention to Details
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Time Management Skills
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Multi-tasking Skills
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Goal-oriented Focus
Intermediate
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Communication Skills
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Product Management
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Customer Service
Basic
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Ability to use "Positive Scripting"
Education
2008-2012
Bachelor of Science in Information Technology | Leyte Normal University
Tacloban, City, Leyte, Philippines