Customer Service Representative

REMAN VOCES REMANDABAN

Mobile No. +971-**-***-****

Email: *****.**********@*****.***

Career Summary: An experienced technical/content writer trained to write troubleshooting steps, tailored to resolve hardware and software issues on consumer electronics products (Sony Android TVs, Home Theater systems, Sound bars, and car stereos, to mention a few). Took up Bachelor of Arts Major in English during my tertiary level of education. Hired as an English teacher by a private secondary school, after my graduation, then taught Religion and Literature subjects to a bunch of third year and first year learners/students. Started as a technical support representative in a BPO or call center industry, and worked on the same company for seven years. Promoted to a content writer post by the same company, and stayed on the same department for three years. One of my recent achievements is when I took the Licensure Examination for Teachers in my motherland, and passed with a fairly good (81.40/100%) board rating. Currently, I work as a customer service representative for an e-commerce private billing company in JLT, Dubai. In addition, I cater clients online by doing freelance content writing and creation, My field of expertise is writing instructions, lesson plans for teachers and trainers, website content creation and update, content curation, and blogging. Check out my blogs and content curation idea using this URL: https://journaljourneysandjoysingoingplaces.wordpress.com/ KEY PROFICIENCY

Teaching/training skills

Technical support skills/customer service skills

Technical/content writing skills

MS Office proficiency (such as Excel, Word, and PowerPoint)

Basic knowledge about HTML codes

Freelance technical/content writing

Website content writing/editing

Blogging and proofreading contents skills

Knowledge about Wordpress and other blogging platforms EXPERIENCE

1. Customer service representative/freelance content writer (1 year - present)

HelpFuel Services DMCC Bldg. 2701 Saba Tower 1, Jumeirah Lakes Towers, Dubai, UAE

Works as an email content creator and a customer service representative for an e-commerce web-based company.

Responsible for team content enhancement and content creation of canned responses/templates or replies to customers.

2. Technical or content writer/escalation technical support agent (3 years)

Sony Consumer Electronics at Sykes Asia Inc. WCC 2014 – 2017

Writes and edits articles, including process documentation, work flows, technical procedures, and project documentation.

Works with many groups, including technical operations managers, quality assurance team, project planning managers in order to develop a better understanding about the different Sony products and company policies and guidelines.

Maintains the currency of a knowledge-base and support website of the account.

Documents customers’ cases from initial generation to completion.

Interacts with customers or clients when required to provide updates during and upon completion or closure of escalated cases.

Personally, checks on customers, through emails and phone calls, to ensure that issues on their Sony products are resolved on time.

3. TECHNICAL SUPPORT AGENT (7 years)

Sony Consumer Electronics at Hinduja Global Solutions 2007 – 2014

Responds and records consumer inquiries/questions raised through phone calls.

Maintains accurate data input of consumer inquiries, questions and feedback on customer service database.

Provides a high level of customer service to clients, at all times.

Troubleshoots hardware and software issues on Sony products through open-ended questions, support documents, and system training. 4. TEACHER – English and Christian Living (1 year)

St. Therese of the Child Jesus, Tacloban City, Leyte School Year 2007 - 2008

Teaches English and Christian Living Education subjects to first and third year high school learners.

5. TEACHER – English and Christian Living (1 year)

St. Mary’s Academy, Palo, Leyte School Year 2006 - 2007

Teaches English and Christian Living Education subjects to first and third year high school learners.

Assigns tasks and mentors third year high school Journalism and drama club. EDUCATION

INSTITUTION NAME: Philippine Normal University

LOCATION : Manila, Philippines

LENGTH OF STUDY: June 2009 - March 2011

FIELD OF STUDY: Post-Graduate : CTP ( Certification for Teaching ) INSTITUTION NAME: Somascan Fathers Seminary

LOCATION : Lubao, Pampanga

LENGTH OF STUDY: June 2002 - April 2006

FIELD OF STUDY: Bachelor of Arts Major in English - A.B English CERTIFICATIONS/SPECIAL AWARDS

Director’s GOLD Award

Consumer Support Excellence

SONY Consumer electronics at Hinduja Global Solutions

Period July-September 2010

S.E.A.L. Award

Sony’s Elite Achiever’s League

Best Customer Service Associate in the Consumer Electronics TV Group

September 2012

S.E.A.L. Award

Sony’s Elite Achiever’s League

Best Customer Service Associate – CE TV DVD Group

February 2014

Rank 3 – Most Number of CSAT (Customer Satisfaction) with Scores of 10

SONY Consumer electronics at Sykes Asia Inc. August 2014

Rank 1 – Most Number of Yes in FCR (First Call Resolution)

SONY Consumer electronics at Sykes Asia Inc. August 2014

Top Performer of the Month

HelpFuel Services DMCC

November 2018

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