Customer Service
Resume:
Ivy A. Evangelista
#*** ******* ****. **** ***** City, Ilocos Sur
Email: ***************@*****.***
Skype: ***************@*****.***
Overview:
I have a 5 year experience providing an excellent Customer and Technical Services through email, phone and chat support.
I provide exceptional assistance for different issues while enhancing customer experience by giving a personalized resolution in a timely manner, diagnose computer problem, resolve software issues, email and chat support, general hardware issues, removing various adware and malwares, resolving any types of browser issue, connectivity concerns, and research. Throughout my experience with BPO industry, I managed to perform consistently and not only hit the goals but even exceeded it..
I am very experienced in using Zendesk, Zopim, CRM, Lynx, Siebel, Log me in Rescue, Outcome, OMS, Omni and am willing to learn to use any tools that would get the job right for your team. I am also proficient in using Microsoft Office and I also possess advanced knowledge in Google. I have 45-50 wpm in typing tests and have at least 95% accuracy.
I am efficient and a fast learner. I uphold integrity and can work without supervision.
Work Experience:
- Telus International Philippines
Technical Support tier 2
(June 15, 2016 – May 6, 2017)
L4-L5, Market! Market! Mall, 26th Street Corner C5, Taguig, Metro Manila
• Provide assistance with customer that has TELUS services such as internet, optic TV, satellite TV and phone line issue.
• Assist customer for different email issue using webmail and email client for both windows and mac OS.
• Provide assistance for billing disputes provide adjustments if needed.
• Creating order for additional service and add on their services.
• Assess different connections issues and provide long term resolutions.
• We use Outcome tool to create cases to ensure seamless customer experience and provide necessary follow ups.
• Managing trouble ticket, cases and task for customer’s concerns.
• Collaborate with different departments to provide a concrete resolutions.
- LizardBear Tasking Inc. (Taskus Inc.)
SME / Interim Team Leader
(May 15, 2015 – June 5, 2016)
Twenty Four Seven McKinley Building, 24th Street corner 7th Avenue, Taguig 1634
• Providing resolution to rider’s concern in timely manner.
• Identify ticket that needs to be escalated to proper department or tier with urgency.
• Making sure to give excellent customer service to each rider’s concern by answering there concern directly not just giving a generic response.
• Responsible in updating team tracker.
• Helping team leader to in making action plan for team performance improvement.
• Maintaining and developing the skills needed for this job by putting the bar high for myself to make sure to not just to meet the average metrics but exceed them.
• Performing coaching to the agents under my team.
• Responsible for quality auditing and performing root cause analysis for feedback for unsatisfied client.
• Providing updates during team huddles and collaborating to the team for action plan to improve team performance.
• Manage the flow of day-to-day operations.
• Create reports to update the company on the team’s progress.
-PCCW Teleservices
Technical Support
(February 23, 2014 – May 6, 2015)
32nd Floor, Union Bank, Meralco Ave.,
Cor. Onyx Ortigas, Pasig City
• Assisting customer for Norton products
• Assist customer by doing remote access on their computer to diagnose computer problem and resolved software issues.
• Removing all type of viruses on customer’s computer such as adware and malwares manually and with help of any tools needed.
• Resolving any types of browsers issues and different types of Microsoft office issues.
• Proficient in internet research for different any particular issues from the customer.
• Utilize the Web in each and every call to make sure the issues of the customer is resolved for long term.
-Stream Global Services
Technical Support Tier 2
(June 26, 2013 – January 29, 2014)
6th Floor, SM north Annex, North Avenue Quezon city
• Assist customer for setting up new HP printers.
• Assisting customer for any technical issue for HP printers.
• Upselling skills for warranty supports or warranty extensions which includes selling new printer.
• Handles dispute and charges for support fee or printer fee.
-VXI Global Holdings
Technical Support –Tier 2
(November 10, 2012- June 17, 2013)
3rd Floor, Waltermart building, Munoz, Quezon city
• Handles new and establish customer for At&t Uverse service.
• Assisting customers in technical issue with their tv, internet and phone service
• Assisting customer with their basic bill information.
• Pure hardcore technical support.
Customer Service Specialist/ Sales Support Advocate
(July 2011 – November 10, 2012)
4th Floor, HPI building, Munoz, Quezon City
• Handles Pending account for Direct TV customers.
• Answers Order Inquires such as billing questions, disputes and pricing.
• Assisting customer in setting their appointment for technicians visit to install direct TV service.
• Ensuring customer engagement during or within the call to give excellent service which means going extra mile if needed.
• Ensuring to have high activation rate after 28 days period by attending to all possible concerns of the customer in such ways to do order recap before ending the call to eliminate all possible reasons for callback.
• Developing Team work and healthy competition within the members to have good working environment and enhancing the skills needed for everyone that will lead to team’s successes.
Educational Attainment:
Tertiary: Adventist University of the Philippines
Silang, Dasmariñas City, Cavite
Graduate of Bachelor of Science in Nursing
Licensed Nurse
2006-2010
Secondary: Divine College
Salitran, Dasmariñas City, Cavite
2002-2006
Elementary: Dasmariñas Elementary School
Dasmariñas City, Cavite
2002
Skills and Interest:
● Excellent interpersonal, written, and oral communication skills.
● Proficient personal computer skills
● Ability to work in a team fostered environment.
● Ability to work in multi-tasked environment.
● Ability to prioritize and organize work.
● Ability to adapt to a flexible schedule.
Contact this candidate