Customer Service Support Specialist

OBJECTIVE

QUALIFICATIONS

WORK EXPERIENCE

EMMANUEL LENY AMOUDO

PROCTOR SUPPORT SPECIALIST PHILIPPINES

Imus Cavite, Cavite Philippines

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

Contact Number: +63-945-***-****

To enhance my skills and capabilities, to improve my personality and to find employment in a very well- established company where I can apply the knowledge, experience, and skills that I possess.

Well experienced customer service and technical support representative

Manage reports and developing report across services

Willing to work in a more flexed shifting schedule

Proven and effective customer service and support as our program is always above KPIs

Have a good interpersonal relationship

Proven record of reliability and responsibility.

Willing to be trained and abide the rules and regulations of the company

Committed to continuous education through workshops, seminars, and conferences

Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.

Good interpersonal and communication skills, including presentation skills

Strong sense of initiative and great time management skills

Responsible and strong sense of ownership

Well experience Office tools, Google Suite and work place, ZOHO People and CRM

PROCTOR SUPPORT SPECIALIST at OFFICE PARTNERS 360 BILINGUAL FRENCH (Individual Contractor) July 05, 2022 up to present

Assist student in engaging the service for online professional examination through Classroom Management

Monitor classroom throughout the day

Add in any system issues, Agent attendance issues

Lesson completion updates

Help trainer with breakout rooms and getting everyone to breakout rooms and back to the main session

Monitoring breakout rooms for agent participation and task completion

Help complete any administrative tasks assigned by the Company

Coordination HR/IT/OPs interactions with agents

Coordination of classroom visitors

Activity setup, Login testing

Submit IT tickets (submit and follow up on IT tickets)

Boost Engagement

Encourage participation

Acknowledgement of correct and incorrect responses (good job, great answer, thumbs up)

Provides feedback to the student on class level of engagement and group dynamics

Attend trainings as a Leadership Developmental

FRENCH TUTOR at Tutoroo BILINGUAL FRENCH (Individual Contractor) May 2021 up to present

Provide 90-minute French lessons to Non-French Speaker students via Skype/Zoom (depending on the account assigned).

Maintaining a good attendance and performance record.

Post lesson memos and submit sound files on time for every class conducted (for evaluation of students’ performance, provide appropriate recommendations, and monitor their progress)

Attend training/coaching as needed.

Preparing lesson plans, customizing lessons to accommodate differences in learning style, and preparing progress reports.

Delivering lessons to business professionals according to course objectives

Assigning homework and providing session & course feedback online

Administer tests to various French Business Learners

Work with adult learners are often required to work outside of business hours to accommodate the working schedule of their fully employed students

Helping students overcome difficulties whenever possible

TWT sessions: conduct 55-minute sessions focused on predefined Business French topics

Test scoring: Evaluate the recorded responses to Part A (one question), Part B (five questions), and Part C (two questions) using a set of criteria.

Test scoring: Assess Bad Files: tests that are unable to be submitted due to various reasons.

Liaise with the company’s Solution Support Team to report technical issues CUSTOMER SERVICE REPRESENTATIVE at CX LOYALTY (August 2020 up to July 2022)

Responsible for handling customer support and inquires related questions of customers and partners

Provide prompt, reliable, and accurate information to customers while maintaining effective communications by adjusting to the pace and technical level of the customer

Help customers with information about the products and services, using relevant call handling protocols outlined in the Procedures

Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality in every customer interaction

Assist customers or escalate service-related issues to the appropriate department in accordance to the client’s processes and procedures

Ensure compliance to customer Data Privacy and Security Policy

Communicate positively with team members, customers, and other partners Ecoband Network (French Speaking Department) Data Connect February 2018 to December 2019 ACHIEVEMENTS/RECOGNITION

EDUCATIONAL BACKGROUND

PERSONAL INFORMATION

Take calls from global customer and provide the right response, positively, professionally and achieve customer delight.

Build sustainable, long-term business relationships with our clients at a senior level, that will deliver a quality opportunity pipeline, though sales meetings and interactions

Troubleshooting Hardware/Networking/OS related queries over phone. This involves working across different time zones

Strong problem solving, priority setting, and collaboration skills.

Good knowledge with infrastructure environments (e.g. operating system, hardware, data center, security, network, voice, end user and server / web related applications)

Keep up to date knowledge on continuous enhancements to IT, tools, and processes within the internal knowledge base

Review, triage, respond, update, and assign tickets within the ticketing system

Ability to troubleshoot along with the end user by simplifying technical language

Ability to understand technical details to determine root cause and escalate issues to appropriate teams

Consistent Top Business Development Manager for 5 Year-End Quarter

Top Business Development Manager across Asian Branches

Awarded as the Best Employee of the Month – December 2017

Platinum Awardee (Leadership Category) – January 2018

Platinum Awardee (Leadership Category) – August 2017

Platinum Awardee (Entrepreneurial Spirit) – November 2017

Best Customer Service in Moov Money Bank - Quarter 4 (OND) 2017 Birthday : February 22, 1999

Age : 24 years old

Gender : Male

Civil Status : Single

Citizenship : Ivorian

Religion : Evangelic

Language Spoken : English, French

Tertiary: Bachelor of Science in Business Management University of Abidjan

Ivory Coast 2016-2018

Course: Economic Science

Year Graduated 2018

CHARACTER REFERENCE/S

Secondary: Complex Scolaire IGES

Abobo, Abidjan Ivory Coast 2011-2014

KEITH VALDEZ BAGTAS

REGIONAL BUSINESS DEVELOPMENT

MANAGER

EASYBOOK.COM

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

Contact Number: +639 (45) 315-6143

RALPH CELLO C. MANDARIO

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

Contact Number: +639 (17) 100-7591

JENNIFER PRADIA

TEAM LEAD/OPERATIONS SUPERVISOR

IQOR STA. ROSA, T-MOBILE TEX BUSINESS

CARE

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

Contact Number: +639 (95) 941-4884

I hereby certify that all information in my application is true and correct to the best of my knowledge.

Applicant Signature

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