Customer Service Representative

KRISTINE DIANNE G. SARACHO

Home: Unit **** Tower 2, Pioneer West Highlands, Pioneer cor. Madison Sts., Mandaluyong City

Mobile: 099********

E-mail: ******.***********@*****.***

Educational Background:

Tertiary University of Santo Tomas BS Electronics and Communications Engineering

2004 – 2010

Work Experience:

April 21, 2014 – present DSM Manila LLC

Intranet Content Coordinator

Duties:

Front-line communication for Intranet content posting.

Creates, formats, and edits web content and layout design.

Ensures that content for the Intranet is uniformly and accurately tagged.

Escalates content gaps or non-uniform information requests to the Intranet Content Manager.

Provides access to users and manages the level/type of access given.

Publishes/creates new sites and/or pages.

Makes sure that the sites and its pages are consistent with the Firm’s branding in terms of design and its navigation.

Creates and posts pathways.

Creates reports in site usage.

Skills/Knowledge:

SharePoint / CMS

HTML

CSS

iSpring Pro

Cardio Log

Aug. 19, 2013 – Jan. 30, 2014 GXS Philippines, Inc.

Associate Product Support Specialist (Tier 2)

Duties:

Provided level 2 support for GEPARA systems (financial application).

Logged client interaction using Siebel.

Skills/Knowledge:

Siebel

Unix (FTP)

SQL

May 2011 – June 2013 24/7 Customer Philippines, Inc.

Technical Service Representative (Tier 2 Technician)

Duties:

Provided level 2 technical support for residential users of TWC Internet services.

Offered Internet speed upgrade.

Assisted in e-mail set-up and configuration.

Helped customer in installation and basic troubleshooting of McAfee Antivirus.

Changed and/or updated user’s SSID and security key.

Referred users to other tiers or OEM (Original Equipment Manufacturer) if needed.

Logged client interaction using in-house tools.

Utilized knowledge-based tools for further assistance and support for clients/users.

Dec. 2010 – March 2011 PhilKor UbiNS (SK Telesys)

RF Engineer

Duties:

Drive test, optimization processes and post processes in 2G and 3G networks, as well as WiMax.

Site planning and site survey for 2G, 3G and 4G networks.

March 2007 – May 2007 Sykes Asia, Philippines

Customer Service Representative (Project-based)

Duties:

Customer education regarding the upcoming rate change.

User assistance in updating their systems.

Minimal troubleshooting of Pitney-Bowes devices.

Seminars and Trainings Attended:

Probing: Asking the Right Questions

July 22, 2015

DSM Manila LLC

The Enterprise Center, Makati

The 11th Hour: Fighting Procrastination

July 21, 2015

DSM Manila LLC

The Enterprise Center, Makati

SQL for Data Aggregation

July 21 – 22, 2015

Fee Online Course

www.datamonkey.pro

How to Prepare a Business Case

July 16, 2015

DSM Manila LLC

The Enterprise Center, Makati

Easily Learn HTML5 from Scratch

June 24, 2015

Free Online Course

www.udemy.com

JavaScript

June 20 – 24, 2015

Free Online Course

www.codecademy.com

Intro to HTML and CSS

June 6 – 14, 2015

Free Online Course

www.udacity.com

Introduction to HTML and CSS

May 30 – June 5, 2015

Free Online Course

www.codecademy.com

Introduction to Financial Accounting

May 1 – June 1, 2015

Free Online Course

www.coursera.org

Reactions to Feedback

November 19, 2014

DSM Manila LLC

The Enterprise Center, Makati

Accountability: No Excuses

November 17, 2014

DSM Manila LLC

The Enterprise Center, Makati

Solving Group Problems

October 24, 2014

DSM Manila LLC

The Enterprise Center, Makati

Task Transition

October 14, 2014

DSM Manila LLC

The Enterprise Center, Makati

Things Every Professional Should Know

September 30, 2014

DSM Manila LLC

The Enterprise Center, Makati

Presenting with Confidence

August 14, 2014

DSM Manila LLC

The Enterprise Center, Makati

Workplace Etiquette

August 13, 2014

DSM Manila LLC

The Enterprise Center, Makati

Email Decorum

July 15, 2014

DSM Manila LLC

The Enterprise Center, Makati

Conflict Management

May 20, 2014

DSM Manila LLC

The Enterprise Center, Makati

EDI 101

Sept. 12 – 13, 2013

GXS Philippines, Inc.

RCBC Tower 2, Ayala, Makati

SharePoint and Siebel

Sept. 10 – 11, 2013

GXS Philippines, Inc.

RCBC Tower 2, Ayala, Makati

Additional Skills:

Basic knowledge in JavaScript.

Basic knowledge in programming languages such as Visual Basic, Turbo C, and C++.

Extensive knowledge and experience in MS applications such as Word, PowerPoint, Outlook, and Excel.

Basic knowledge and experience in Electronic Data Interchange (EDI).

Basic knowledge in Pspice, MATLAB, Multisim.

Proficient in English and Filipino, both oral and written.

Strong communication skills, both oral and written.

Highly-organized, efficient, goal-oriented, team player and has the passion to learn and outperform.

Contact this candidate