Technical Writer Customer Support

Cyrus Alcala

Address: **th Avenue Cubao, Quezon City, Philippines

Phone: +63-916-***-**** and +63-969-***-**** Email: ***********@****.*** Website: cyrusalcala.com LinkedIn: linkedin.com/in/cyrusalcala Objective

Experienced Technical Writer Dedicated to Clarity and Excellence Accomplished Technical Writer with a passion for crafting precise and user-centric technical documentation. Equipped with a unique skill set, I am an asset to any team. Professional Summary

● Technical Communicator: Track record of translating complex ideas into clear, user-friendly documentation.

● Collaborative Expertise: Seamless collaboration with subject matter experts and cross-functional teams.

● Adaptive Problem-Solver: Thrive on challenges, adapting swiftly to evolving industries and technologies while focusing on user needs. Skills

● Technical Writing: Proficient in creating and maintaining technical documentation, including user manuals and guides.

● Active Listening: Exceptional ability to comprehend complex technical concepts, facilitating effective communication.

● Content Management: Working knowledge of ServiceNow, Confluence, and WordPress.

● AI Writing: Familiar with AI-powered writing tools for enhanced content creation efficiency.

● Typing Speed: Capable of typing up to 70 words per minute for efficient documentation.

● User Experience Design: Proficient in integrating user experience principles into technical documentation.

● Strategic Mindset: Possess a strategic approach to problem-solving for alignment with organizational objectives.

Work Experience

Customer Support Representative Intouch CX

July 2023 – December 2024

● Addressed customer inquiries via various channels, ensuring prompt resolutions.

● Demonstrated deep product knowledge for enhanced customer satisfaction. Technical Writer Insight

September 2021 - March 2023

● Produced user manuals, technical guides, and support materials for diverse audiences.

● Gathered and organized information collaboratively with subject matter experts.

● Ensured accuracy and currency of documentation for a seamless user experience.

● Actively contributed to enhancing documentation processes and best practices. Customer Support Engineer CSS Corp

April 2021 - August 2021

● Provided top-tier customer service, ensuring safe and efficient transportation of customers and their vehicles.

● Developed a customer-focused approach to technical communication. Customer Support Representative Stellar

November 2019 - January 2021

● Built strong relationships with energy industry customers and partners.

● Effective mediation and clear communication were at the core of my success in this role.

Technical Support Representative Sykes

April 2019 - September 2019

● Offered customers instant access to technical support, providing clear and reassuring guidance.

Real Time Analyst Concentrix

August 2018 - March 2019

● Optimized call center operations, emphasizing the significance of clear and actionable instructions.

Customer Service Representative Concentrix

August 2016 - August 2018

● Provided exceptional customer service through various channels, enhancing communication skills.

Customer Chat Representative AFNI

March 2015 - May 2015

● Offered real-time support through various channels with clear and concise written communication.

Senior Technical Writer Cerquit Solutions

May 2014 - August 2014

● Produced critical documentation for shipping systems, enhancing logistics productivity.

● Created an instructions manual for the company's accounting system, streamlining financial processes.

Technical Writer Lendsoft Solutions

October 2013 - March 2014

● Developed content for payday loan websites, ensuring clarity and compliance.

● Contributed to the creation of efficient web workflows and decision engines using Agile Sprint methodology.

Education

Bachelor of Science in Finance

New Era University, 2006 - 2010

Languages

● Tagalog: Fluent (Reading, Speaking, Writing)

● English: Fluent (Reading, Speaking, Writing)

Portfolio

● Website: cyrusalcala.com

● Technical Writing Portfolio:

● Service Desk FAQ Documentation

● Employee Wellness Services FAQ Documentation

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