Customer Service Quezon City
Resume:
JEFFREY MANALO CALMA
**** ********* ***.*****, ******
Contact #s 092*-******* / 093*-*******
E-mail: ****************@*****.***
OBJECTIVE
Highly challenging career that provides ample opportunities for Personal, Intellectual
and Professional growth.
WORKING EXPERIENCE
SYKES ASIA INC.
5th/f 500 Shaw Mandaluyong City
Tel # 636-8555
November 3, 2014 – March 3, 2015
CUSTOMER SERVICE AGENT / TECHNICAL
Duties and Responsibilities
•Responsible for assisting customers (Instructors & Students) of Pearson Education Online Course.
•Assisting customers in retrieving their account information including username, password and their security questions through phone or chat support.
•Gather customers’ information and determine their issue by evaluating and analyzing the symptoms.
•Providing technical assistance which is related in Operating System, Web Browser and other applications.
•Meet the target by Average Handling Time (AHT) for phone, chat and email support.
•Document customers’ interactions such as account information, issues and resolution using ticketing system.
CURO TEKNIKA INC.
Associated Broadcasting Company (TV5)
2nd/f 762 Quirino Highway, San Bartolome, Novaliches, Quezon City
Tel # 9369414/6893366
August 1, 2012 – August 20, 2014
I.T SERVICE DESK
Duties and Responsibilities
•Respond to requests for technical assistance in person, via phone, electronically.
•Perform First level troubleshooting on PC, OS, Basic office application and internet connection.
•Diagnose and resolve technical hardware and software issues.
•Research questions using available information resources.
•Advise user on appropriate action.
•Follow standard helpdesk procedures.
•Log all helpdesk interactions using ticketing system.
•Administer helpdesk software.
•Redirect problems to appropriate resource.
•Identify and escalate situations requiring urgent attention.
•Track and route problems and requests and document resolutions.
•Prepare activity reports.
•Stay current with system information, changes and updates.
Cignal SMS 5x Migration 2 months training
•Tests the successful and unsuccessful scenarios to check the functionality of the system.
•Provide updates/supporting documents on the reported error of the system.
•Coordinate with the system developer to report bugs and to provide actions.
WORLD PACIFIC INC.
SIEMENS (Nokia Siemens Network for I.T Service Desk)
23/f Cybermall Eastwood Libis Quezon City
Tel # 8191288
December 2, 2008 – September 30, 2009
TECHNICAL SUPPORT REPRESENTATIVE
Duties and Responsibilities
•Responsible for handling e-mail and calls to the support desk and resolving troubleshooting issues faced by the internal and external user.
•Create issue tickets by logging all pertinent information with utmost Quality and precision.
•Identify the exact issue through effective probing and paraphrasing.
•Multi-task between voice and e-mail support.
•Perform first level troubleshooting on Hardware, software and access issues.
•Ensure issues are correctly routed to appropriate support groups if unresolved by Helpdesk.
•Perform outbound calls for internal employee to verify the status of the existing ticket if it’s already resolved or still ongoing.
•Implement survey outbound calls on end-users to measure company performance.
BANCO DE ORO
Dasmariñas St. Binondo, Manila
Tel # 5180067
February 2008 – July 2008
GENERAL CLERK
Duties and Responsibilities
•Sort out and distribute inwards checks from verification unit and encashment checks from the branches of BDO.
•Clustering, Sorting, Merging and Inserting checks from the file per branch code of BDO checks.
•Preparation of Check account bank statement of the client and ensure the delivery on the target time.
•Filing of Cashier Check/Managers Check/Gift Check inwards transmittal to records management unit.
CABLE WORLD INC.
PLDT (Malate Branch)
22 G. Araneta ave. Quezon City
Tel # 7113399/7329801
April 2007 – February 2008
DSL TECHNICIAN
Duties and Responsibilities
•Installation and maintenance of internet equipment, routers/network cabling.
•Installation and maintenance of DSL equipment.
•Provide hands-on assistance and troubleshoots telecommunications equipment, wiring and data equipment.
•Perform troubleshoots of customer’s computer or DSL connection.
GERRY’S GRILL (Tomas Morato branch)
Tel # 4144234
April 2006 – October 2006
SERVICE CREW
Duties and Responsibilities
•Responsible for providing courteous and efficient food and beverage services to the guests.
•To present menu, take order, suggest and recommend appropriately.
•Entering each item ordered into restaurant register system
•To attend and respond to guests’ needs promptly and professionally.
•To present bills to diners, collect payment and give to the cashier, return change or credit card to guests.
ARELLANO UNIVERSITY
2600 Legarda, Manila
Tel # 7347371 to 79
June 2004 – October 2004
On-the-job-Training
•Typing documents and projects of Community Development.
•Web developer using html, macromedia flash.
SPECIAL SKILLS
Application Software: MS Word, Excel, Outlook, PowerPoint.
Operating System: Windows ME, 98, Professional, NT, XP, Vista, 7Pro.
Can Handle: Troubleshooting Hardware and Software.
Typing Skills: 45wpm.
EDUCATIONAL BACKGROUND
ARELLANO UNIVERSITY
Legarda, Manila
Bachelor of Science in Computer Science
Year 1998 – 2005
SECONDARY EDUCATION
JOSE P. LAUREL HIGH SCHOOL
Pampanga St. Balut Tondo, Manila
Year 1994 – 1998
PRIMARY EDUCATION
ANDRES BONIFACIO ELEM. SCHOOL
Tayuman Sta. Cruz Manila
Year 1988 – 1994
SEMINAR AND TRAINING
PC HARDWARE AND SOFTWARE TROUBLESHOOTING AND REPAIR
COMPUTER NETWORKING CAREER AND TRAINING CENTER
Doña Amparo Bldg. España, Manila
June 4 2012 – June 8 2012
PERSONAL INFORMATION
Birth date : November 5, 1981
Birthplace : Manila
Civil Status : Married
Citizenship : Filipino
Religion : Catholic
CHARACTER REFERENCES
Mark Lester Fabillar
IT Service Desk
CURO TEKNIKA INC.
Contact # 9369414
Ryan Estrellas
Office Staff
Motortrade
Tel # 2532595
I certify on my honor that the above information is true and correct.
JEFFREY M. CALMA
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