Resume

Customer Service Technical Support

Location:

Quezon City, Philippines

Posted:

November 22, 2023

Contact this candidate

Resume:

Languages

French

Fluent in French and Quebec

French

English

Fluent in English without a heavy

accent

Armel Shengero

A focused professional with a strong experience in content moderation, customer services, technical support and proven ability to assist customers with the well-informed selection of suitable products and services.

Education

Skills and Key qualifications

Management skills

Customer service-oriented - Ability to deal with angry customers using excellent interpersonal communication skills. Developed self-control, positivity, assertiveness, and humor.

Clear Communication Skills - Ability to communicate professionally and clearly (keep things simple, clear, and concise) in English and French. Product Expertise -Deep understanding of how the product affects the customer Tech Savvy - Extensive experience working with different operating systems as well as different CRM tools (Zendesk, Salesforces), Excell and Mind CTI. Collaboration Skills - Value teamwork and feedback. Problem-solving skills - Taking ownership of customer issues. Attention to detail - Ability to produce quality work free of mistakes and discrepancies. Time Management and Multitasking - Capable of working on repetitive tasks and prioritizing urgent matters and most importantly making sure to meet the SLA and KPI. Understands new concepts easily – Quick learner.

Willingness to Learn - Eager to learn new skills and take on more responsibilities. Career Summary

ad1c0d@r.postjobfree.com

Flair Towers South, 11 Pines

Street, Mandaluyong city,

Philippines

+63-917-***-****

(02) 737 41338

Single

Open to remote work

BS Arch

From November 2013 to April 2019 Adamson University Ermita, Manila, Philippines BS Architecture - Undergrad: This is a five-year degree program in the Philippines, that is concerned with the design and planning of architectural structures and building systems (electrical systems and plumbing).

Inside Channel Manager

Since November 2022 RingCentral Canada Acquire BPO Manage Sales Teams, Leads & Opportunity Pipelines to maximize revenue. This includes individual sales reporting and forecasting. Close deals by running Discovery Calls and understanding customer needs/requirements. Application of Selling Through Curiosity is a must. Run campaigns and team with up with the sales teams to build / replenish pipeline. Act as a Subject Matter Expert for various sales teams in your region who seek consultation about the product.

Conduct trainings for the various sales teams in your region Perform effective product demos to qualified prospects. French Customer Service Representative/ Content Moderation Analyst From December 2021 to November 2022

Quora - Open Access BPO Makati City, Philippines

Interact with customers/users to solve issues and questions about products, services, and policies.

Review reported user-generated content and ensure that the platform guidelines were followed.

Review and address escalated issues and complaints (refunds, content monetization, and demonization)

Identify bugs and other issues from customer reports or social medial trends as well as help customers in troubleshooting reported issues. Escalate identified bugs to the appropriate teams. Communicating and coordinating with the community manager. Social media Engagement - Interaction with users on Twitter: tweets and comments and Trend analysis.

Career Summary

French Customer Care Representative (Temp)

From October 2021 to April 2022 Iristel Canada

Knowing various products and services inside and out to answer customer and potential customer queries (VoIP, Virtual Fax, Home internet, and Cellphone plans, etc.). Communicating with customers through various channels (phone, emails, chats, and fax)

Handle calls from existing and potential corporate and residential Iristel customers. Handle all the requests related to the department's activity (received via Fax, email, or phone directly from the customer or from other departments) Provide translations as requested by the Customer Care Manager or direct supervisor, when needed

Provide assistance to concerns regarding invoices, billing cycles, invoice due date, and payment methods as well as processing payments for customers. Provide Level 1 support for technical issues using all the available tools and escalate issues to the appropriate departments when needed. Ensure proper documentation of all the interactions with a customer in the appropriate systems.

Verify and handle customer information requests from law enforcement agencies. Handle 911 emergency calls according to the internal procedures. Assign tasks to other team members.

French Content Moderation Analyst/ CSR

From July 2019 to December 2021

Glassdoor Inc./ Open Access BPO Makati City, Philippines Understand the platform Policies and Guidelines

Respond to users (free user) and clients (paying customer) questions and concerns about the platform and other premium products offered through emails. Troubleshoot reported issues - replicate problem and escalate findings once a bug in the product is confirmed.

Track escalated issues until resolved and follow up with the affected parties (user or client)

Analyze and verify user generated content to make sure they comply with the internal guidelines before they get posted.

Address Tier 2 and Tier 3 escalations from clients. Investigate fraud alerts as well as user's flagged content and take appropriate measures.

Research and creation of company's page on the platform. Documents and web page translation.

Customer Service Agent

December 2011 TIGO Kigali, Rwanda

Answer incoming calls and respond to customers complaints. Address problems and requests by transmitting information or providing solutions. Make outgoing phone calls offering customers various products offered and place customer orders.

Troubleshooting customer reported issues, Document trends in customer report and escalate to the concerned departments.

Follow up customer calls where necessary.

Complete call logs and reports

Technical support Tier 1

From January 2010 to February 2011 MTN Rwanda Kigali, Rwanda Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.

Research required information using available materials. Identify and escalate priority issues per Client specifications. Diagnose and resolve technical hardware and software issues involving internet connectivity.

Schedule and coordinate with the field technicians Follow up and make scheduled call backs to customers where necessary Professional reference

Sylvain Dechêne

RingCentral

Quebec, Canada

Sr. Channel Account Manager

ad1c0d@r.postjobfree.com

+1-438-***-****

Manuel De Dorigo

Open Access BPO

Makati, Philippines

Account Manager

ad1c0d@r.postjobfree.com