Sheerah P. Pamplona

Purok * Tagas, Daraga, Albay

093********

Customer-focused customer service professional with strong in-bound and out-bound call center experience. Skills include a demonstrated competency in Windows applications, basic network configuration for wireless and local area connection and use of automated systems. Articulate with excellent verbal and written communication skills. Diplomatically resolve customer complaints and diffuse tension to ensure customer retention.

PROFESSIONAL EXPERIENCE

Motion Global Inc Shanghai,. China – Currently working Home Based Februaury 2014 - present

Position: Assistant Team Leader Customer Service

From February of 2015 to present

Provides support for customers via Email and chat.

Escalate and contact other department for issues where escalations are needed.

Coordinate with different departments like sales and billing for account related matters.

Handles delivery concerns until resolved

Process returns for refund or exchange as requested by customers

Sutherland Global Services, Bonifacio Global City, Taguig Sept. 2012 - June 2014

Position: Consultant/Test and Accept Associate

Conducts line testing with technicians to ensure acceptable line specifications for a successful installation

Schedules tech dispatch when necessary.

Regularly updates project managers thru email.

Teleperformance, Ortigas Center, Pasig City Nov. 2007- Sept. 2012

Position: Level 3 Tech Support Retention Team

From April of 2011 to September 2012

Provides support for customers who lost their internet connection after the installation of their service.

Assists customers in setting up Home Networking issues, DSL issues, software issues, email issues, login issues and passwords.

Responsible for configuring and troubleshooting basic windows application.

Supports installation of basic computer softwares like antivirus,browsers,wireless cards,etc.

Provides assistance in configuring 3rd party email clients like Microsoft outlook or Windows Mail.

Assists customers for basic computer problems causing interruptions on their services.

Escalate and contact other department for issues where escalations are needed.

Provides assistance for customers who need assistance configuring their wireless connection.

Also handles order issues

Coordinate with different departments like sales and billing for account related matters.

Reschedule appointments for clients who missed their technician’s commitments.

Position: Dispatch Representative

From September of 2008 to March 2011

Handles tech dispatch schedules, appointments, escalations.

Position: Level 2 Tech Support (Get Connected)

From November of 2007 to August 2008

Assists customers who are trying to activate internet service for the first time.

Technical Support Representative, Inbound/Outbound

Deliver customer service and build customer satisfaction and loyalty.

Provide effective and timely resolution of a range of customer inquiries.

Strive for one-call resolution of customer issues.

Strike a positive and cooperative tone with both customers and coworkers.

Managed multiple priorities and maintained effective results in workplace.

Assisted high speed internet (dsl) customers with troubleshooting for both wireless and hardwired connections.

Responded to customer inquiries and requests and resolved issues efficiently and professionally.

Exercised strong interpersonal communication skills with customers and department personnel.

Accepted assignments with an open, cooperative, positive and team-oriented attitude.

Utilized multiple call center support applications to efficiently assist customers and agents.

PERSONAL INFORMATION:

Date of Birth : January 20, 1987

Place of Birth : Manila

Civil Status : Single

Citizenship : Filipino

Gender : Female

Height : 5”

Weight : 143 lbs

Language/Dialects : Filipino, English

EDUCATION

Bicol University, Legazpi City

Bachelor of Science in Computer Science, 2007

REFERENCES

Daisy Ng (Customer Service Associate - MotionGlobal) 091********

Mariejed Caluag (Customer Service Associate - MotionGlobal) 091********

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