MARCELOPANER

***ArlingtonStreet,Winnipeg,Manitoba,CAR3E2E3 204-

***-**** ac8i0z@r.postjobfree.com

PROFILE

CUSTOMERSERVICEREPRESENTATIVE TECHNICALSUPPORTREPRESENTATIVE SOFTWARETESTER Resultdrivenandcustomerorientedprofessionaloffering6yearsofcustomerserviceexperience,almost4 yearsoftechnicalsupportand1yearexperienceasaSoftwareTester.Wellversedindeliveringexceptional customerservicewhilemaintainingconfidentiality.Aquicklearnerwithexcellentcommunicationand problemsolvingskills.Reliableandwithstrongtimemanagementandprioritizationabilities.Focusedand result-orientedwiththeabilitytoexceedbothclientandmanagementgoals.ProficientinusingMicrosoft OfficeApplicationssuchas(Excel,Word,Outlook,PowerPoint).Typingskillof55wpm.Knowledgeablein CheckoutMachines,POSandhomenetworking.

EXPERIENCE

TimHortons

CounterStaff February2019–present

Demonstrateexceptionalcustomerservice

Respondstocustomersinafriendlymannerwithanappropriatesenseofurgency

Suggestsproduct,combosorsizesappropriately

Communicateshowcaseneedstothebakerandhelpsmerchandisetheproduct

Followspropercashprocedures

NCRCorporation(PhilippinesOffice)

SoftwareTester November2017–October2018

Analyzingusersstoriesand/usecases/requirementsforvalidityandfeasibility

Collaboratecloselywithotherteammembersanddepartments

Detectandtracksoftwaredefectsandinconsistencies

Providesupportanddocumentation

Developtestcasesandprioritizetestingactivities.

2

Executeallthetestcaseandreportdefects,defineseverityandpriorityforeachdefect.

Carryoutregressiontestingeverytimewhenchangesaremadetothecodetofixdefects. NCRCorporation(PhilippinesOffice)

CustomerServiceRepresentative September2011–November2017

Workdirectlywiththecustomer,answeringcalls,solvingproblemsandoperatingwithknownsolutions.

Utilizeexperience,supportsystemsandtoolstofacilitateacustomersolution

Gatherprobleminformationanddeterminecriticality

Communicatewithcustomersthroughvariousmeans(oral,written,electronic)todeliverasolution

Document,verify,andmakeappropriatecorrectionstotheincidentrecordandcustomerprofile Provideincidentfeedbackaboutsuppliercommitmentsmissed,processimprovements,andcase documentationforrediscovery

SykesAsiaInc.

TechnicalSupportRepresentative September2006–August2010

Answerincomingcustomercallsandprovideassistanceforregistration,emailcreation,physicalline signaltesting,modem/routerset-up,browser,andmodemtroubleshooting

Interactandcoordinatewithotherdepartmentstoresolvecustomerissues

Determinefurtheractionorfinalcompletiononcustomercasesreceived.

Maybeaskedtoselladditionalproductsorservices

Analyzeandclearcustomerreportedtrouble

Makenotationsviacomputerterminal

Interpretcustomerrecordsandrepairtickets

Escalatecustomertroubleissueswhenappropriate

EDUCATION

BachelorofScienceinInformationTechnology

CebuInstituteofTechnology–March2005

NatalioB.BacalsoAve,CebuCity,6000Cebu,Philippines

Contact this candidate