Customer Service Technical Support
Resume:
Gabrielle Marie V. Rabe
#*** ******* ****. **** ***** City, Ilocos Sur
*************@*****.***
OBJECTIVE:
Seeking for challenging career wherein I can apply and enhance the skills and necessary knowledge required for it.
Work Experience:
- Telus International Philippines
Technical Support tier 2
(June 15, 2016 – May 6, 2017)
L4-L5, Market! Market! Mall, 26th Street Corner C5, Taguig, Metro Manila
Provide assistance with customer that has TELUS services such as internet, optic TV, satellite TV and phone line issue.
Assist customer for different email issue using webmail and email client for both windows and mac OS.
Provide assistance for billing disputes provide adjustments if needed.
Creating order for additional service and add on their services.
Assess different connections issues and provide long term resolutions.
We use Outcome tool to create cases to ensure seamless customer experience and provide necessary follow ups.
Managing trouble ticket, cases and task for customer’s concerns.
Collaborate with different departments to provide a concrete resolutions.
- LizardBear Tasking Inc. (Taskus Inc.)
SME / Interim Team Leader
(May 15, 2015 – June 10, 2016)
Twenty Four Seven McKinley Building, 24th Street corner 7th Avenue, Taguig 1634
Providing resolution to rider’s concern in timely manner.
Identify ticket that needs to be escalated to proper department or tier with urgency.
Making sure to give excellent customer service to each rider’s concern by answering there concern directly not just giving a generic response.
Responsible in updating team tracker.
Helping team leader to in making action plan for team performance improvement.
Performing coaching to the agents under my team.
Responsible for quality auditing and performing root cause analysis for feedback for unsatisfied client.
Providing updates during team huddles and collaborating to the team for action plan to improve team performance.
Manage the flow of day-to-day operations.
Create reports to update the company on the team’s progress.
-PCCW Teleservices
Technical Support
(February 23, 2014 – May 6, 2015)
32nd Floor, Union Bank, Meralco Ave.,
Cor. Onyx Ortigas, Pasig City
Assisting customer for Norton products
Assist customer by doing remote access on their computer to diagnose computer problem and resolved software issues.
Removing all type of viruses on customer’s computer such as adware and malwares manually and with help of any tools needed.
Resolving any types of browsers issues and different types of Microsoft office issues.
Proficient in internet research for different any particular issues from the customer.
Utilize the Web in each and every call to make sure the issues of the customer is resolved for long term.
-Stream Global Services
Technical Support Tier 2
(June 26, 2013 – January 29, 2014)
6th Floor, SM north Annex, North Avenue Quezon city
Assist customer for setting up new HP printers.
Assisting customer for any technical issue for HP printers.
Upselling skills for warranty supports or warranty extensions which includes selling new printer.
Handles dispute and charges for support fee or printer fee.
-VXI Global Holdings
Technical Support –Tier 2
(November 10, 2012- June 17, 2013)
3rd Floor, Waltermart building, Munoz, Quezon city
Handles new and establish customer for At&t Uverse service.
Assisting customers in technical issue with their tv, internet and phone service
Assisting customer with their basic bill information.
Pure hardcore technical support.
Customer Service Specialist/ Sales Support Advocate
(July 2, 2012 – November 10, 2012)
4th Floor, HPI building, Munoz, Quezon City
Handles Pending account for Direct TV customers.
Answers Order Inquires such as billing questions, disputes and pricing.
Assisting customer in setting their appointment for technicians visit to install direct TV service.
Ensuring customer engagement during or within the call to give excellent service which means going extra mile if needed.
Ensuring to have high activation rate after 28 days period by attending to all possible concerns of the customer in such ways to do order recap before ending the call to eliminate all possible reasons for callback.
Developing Team work and healthy competition within the members to have good working environment and enhancing the skills needed for everyone that will lead to team’s successes.
-Convergys Services Philippines
Customer Service Specialist/ Technical Support – Tier 1
(September 20, 2010 – March 1, 2012)
7th Floor, Glorietta 5, Ayala Avenue, Makati City
Handles Customer inquiries about the product and billing issue for a mobile network company.
Performs Troubleshooting to a device such as internet, cable, wire lines and wireless or GSM phones.
Help team leader for action planning to motivate the team in metric management which includes customer satisfactions, repeat calls and first call resolution.
Assisting team leads in call monitoring, doing side by side and giving the agents their opportunities and also taking in escalated and commendation calls.
Responsible in doing up selling with the customer especially the service that they will need.
Assisting newbie in up selling techniques especially in how and when the best time to do up selling with the customer.
-Teleperformance
Senior Customer Service Specialist
(February 16, 2010 – September 15, 2010)
Shaw Boulevard, Mandaluyong City
Handles Customer inquiries about the product, rate plans, billing issue, warranty issue, and rebates.
Performs troubleshooting, activations for CDMA phones and porting process.
Assisting team leads in coaching sessions for my team mates, were able to handle 5-6 agents per month which includes call discussions, profiling a call, and identifying unstated issues for a particular call.
Identifying the correct service that they need to offer to the customer.
Sharing best practices to newbie on how to do hardcore up selling.
Assisting Team lead in taking in escalated calls and commendation calls.
Assisting newbie for transitions about product knowledge, metric management and call handling.
Educational Background:
Tertiary: St. Paul College of Ilocos Sur
Bantay, Ilocos Sur
2007-2009
Bachelor of Science in Nursing
Secondary: Ilocos Sur National High School
Vigan City, Ilocos Sur
2006-2007
St. Lukes School
San Agustin Novaliches, Quezon City
2004-2006
Skills and Interest:
- Proficient in Microsoft Windows Office (Word, Excel, Power Point, Movie Maker).
- Advance knowledge in Google Applications (Gmail, Google docs, Sheets, Slides and Google Drive).
- Has an excellent background in using Zendesk, Zopim, CRM, Lynx, Siebel, Log me in Rescue, Outcome, OMS and Omni.
- Advance Knowledge in Virus Removal.
- Advance Knowledge to troubleshoot different wireless issue, printer issue, applications issue, email client issue, network issue, Optic TV issue, Satellite TV issue, VOIP, POTS issue, Fiber optic connections and antivirus issue.
-Excellent listening and English conversation skills.
-Flexible in any given environment.
-Much willing to be taught and trained.
-Committed to work with competence and compassion.
-Loves dealing with different people.
-Goal Oriented.
Contact this candidate