**** (b) Bernadette St. Maricaban Pasay City, Metro Manila, Philippines
Attentive Customer Service Representative and Technical Support with 10 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team players seeking a role offering increased responsibility.
Strong conflict resolution skills
Excellent written and oral communication
Technical support – Tier 2 (TELSTRA PLATINUM)
June 2015 to Current
Teletech- Philippines – Macapagal Blvd. Mall of Asia, Pasay City
Identified and solve technical issues with a variety of diagnostic tools.
Describe solutions to customers accurately and persuasively.
Demonstrated professionalism and courtesy with customers at all times.
Performed light network Administration for newly installed machines/device, log in issues, password re-set, email log in.
Supported Printer and printer management.
Researched, troubleshoot and resolve complex problems independently.
Troubleshoot, researched, diagnosed, documented and resolve technical issue in windows, some basic MS office, outlook email setup, and connectively issues.
Online Teacher August 2011 – June 2014
Gungun Eikaiwa – Makati City
Worked with students between the ages of 3 – 70.
Implemented reading and writing workshops to increase student literacy and support school reading programs.
Developed and taught lesson on relevant children’s books, poems, movies and themes to promote student interest.
Encourages natural conversations whenever possible by engaging the student in further questions relating to the topic.
Correct mistakes in a kind manner to help the student continue feel comfortable speaking.
Mortgage Specialist, September 2008 – February 2010
Zenta – Philippines – Taguig City
Kept track of payment s that were missed and ensured that the required action was taken.
Assess client financial situations to develop strategic financial planning solutions.
Maintained friendly and professional customer interactions.
Collected member loan payments.
Technical Support AT & T November 2007 – August 2008
Manage call flow and responded to technical support needs of AT & T customers.
Dealt with issues such as no internet connectively issues, standard installation and TV connections.
Handling billing, technical and sales issues.
Maintained high level of customer service and escalate issues to other concerns department.
Customer Service Specialist September 2006 – August 2007
Teletech Philippines – Mall of Asia Pasay City
Answered phone calls from customers and assisted with revolving their issues.
Addressed various internal and external customer questions and concerns regarding shipments, billing, status services, carriers and orders.
Resolved customer issues in a timely manner while complying with company standards.
Bachelor of Science: Business in Airline Administration Major in Marketing- March 2001
Patts College of Aeronautics- Parañaque City, Metro Manila.