Customer Service Technical Support
Resume:
[pic]
Maria Cecilia A. Venturina
Blk * Lot * Ph2 Camella Subdivision
Brgy. Pagala, Baliuag Bulacan
Mobile: +639*********/
Email: ***************@*****.***
CAREER OBJECTIVE
To achieve a challenging and rewarding career where in my skills, abilities
and experience would be of a great value and offers professional growth
while being resourceful, innovative and flexible.
PERSONAL DATA
Birthdate: July 05, 1983
Birthplace: Malolos, Bulacan
Religion: Roman Catholic
EDUCATIONAL ATTAINMENT
Tertiary:
Far Eastern University (Morayta, Manila)
Course: Bachelor of Science major in Financial Accounting
College level, 4th year (2006)
Secondary: St. Mary's College (Baliuag, Bulacan)
Year Graduated: March 2000
Primary: St. Mary's College (Baliuag, Bulacan)
Year Graduated: March 1996
HIGHLIGHTS OF QUALIFICATIONS:
* 10 years experience in Call Center Environment as Level 1 and 2 CSR.
* Detail Oriented, organized and self-motivated
* Strong computer navigation skills
* Strong written and communication skills
* Highly Organized and ability to balance multiple tasks simultaneously
* Ability to work independently as well as part of a team
* Ability to solve customer queries as well as set goals and meet
objectives efficiently
ACHIEVEMENTS:
* Best Service Crew of the Month (Jollibee Sta. Rita Bulacan)
* Best Customer Support Agent (EACSI)
-Based on performance rating.
EMPLOYMENT BACKGROUND
* NMR Shopping Online - US BASED COMPANY
Customer Service November 13, 2013- Present
>Processing of Orders, Refunds and Cancellations
>Doing Outbound Calls for verifying orders; callback request for follow-up
orders
>Trained for Supervisory Call
>Answering emails or support tickets via Zendesk
>Home based work
* DTS- NET - US BASED COMPANY
Technical Support December 13, 2012- December 2014
> Troubleshoots product issues and determines resolutions via chat, email
>Chat support via Zopim Chat
>Answering emails or support tickets via Zendesk
>Provide support on how to set-up exchange email accounts on phone and
computer used.
>Home based work
* Infinity Support Phils. Inc.
Technical Support Agent (February 22, 2012- September 20,2013)-Web Hosting
Account
> Troubleshoots product issues and determines resolutions via chat, email
and phone.
> Provide support on how to set-up exchange email accounts on phone and
computer used.
>Assisting Virtual Private Server and Shared hosting issues.
> Process any Billing issues.
> Provide support in building a website and installing different
application related in web hosting.
* East Asia Inc./Allez BPS Inc./Next Q Communications Inc.
Technical Supervisor (Jan.2008- January 25, 2012)-Web Hosting Account
> Supervise the Technical Support department and direct their daily
activities
>Monitor Technical Support e-mail, queue (call center), and cases
>Manage the CRM system as well as gather and report support metrics
>Act as a liaison between Technical Support and Development reporting high
priority and critical bugs/issues
>Manage complaint handling sys
>Responsible for offering telephonic and desk-side help as well as
delivering customer satisfaction surveys
>Assist product management in developing and prioritizing enhancement lists
for products by communicating repetitive customer issues and relaying
customer experiences
* Information Technology Customer Care Inc. (ITCCI)
Customer Service Representative / OIC (Feb.2005- Dec. 2007)- Web Hosting
Account
> Troubleshoots product issues and determines resolutions via chat, email
and phone.
>Provides support on how to build website and market it on the Internet.
>Monitoring of service level and ratings
>Manage complaint handling system
> Submit daily report of ratings and service level
> Monitor Technical Support e-mail, queue (call center), and cases
>Manage the CRM system as well as gather and report support metrics
* Burger King Corporation Phils.
Service Crew (Jan - June 2004)
>In-charge in handling customer's payments.
>Provides excellent customer service
>Prepares daily cash report
>Prepares cash funds for everyday sales transaction
>Perform selling function if not on duty in cashiering
>Assisting all new crews and does the training
* Azure Technologies Phils.
Telemarketer (Jun 6, 2003 - Jun 18, 2003)
> Answer telephone calls from potential customers who have been solicited
through advertisements.
> Obtain names and telephone numbers of potential customers from sources
such as telephone directories, magazine reply cards, and lists purchased
from other organizations.
> Telephone or write letters to respond to correspondence from customers or
to follow up initial sales contacts.
> Contact businesses or private individuals by telephone in order to
solicit sales for goods or services, or to request donations for charitable
causes.
* Jollibee Food Corporation
Service Crew (June 2000- July 2002)
>In-charge in handling customer's payments.
>Provides excellent customer service
>Prepares daily cash report
>Prepares cash funds for everyday sales transaction
>Perform selling function if not on duty in cashiering
>Assisting all new crews and does the training
REFERENCE:
1. Raina "Angel Burgos" (091********) Former Operations Manager of Allez/
NEXTQ Communications / Supervisor in NMR
2. Michelle A. Guerrero (092*-******* / 093********) Former Account
Manager (Allez BPS Inc / NextQ Communication)
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