Technical Support Call Center
Resume:
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Jennifer O. Caraan
Technical Support Associate (1 year 3 months)
TATA Consultancy Services (Philippines) Inc.
+63-923******* ****************@*****.*** PHP 35,000 Rodriguez, Rizal, Calabarzon & Mimaropa
Experience
27 years of total experience
Feb 2022 - Present
(1 year 3 months)
Technical Support Associate
TATA Consultancy Services (Philippines) Inc. Calabarzon & Mimaropa, Philippines Industry Call Center / IT-Enabled Services / BPO
Specialization Technical & Helpdesk Support
Role IT Support/Helpdesk
Position Level Supervisor / 5 Years & Up Experienced Employee Monthly Salary PHP 35,000
Assist our Small Business and Residential customers with technical concerns with Services such as Landline, Mobile, E-mail, Internet.,TV, and remote issues. Password resetting, issues logging in on their online account, creating an acct and other issues, Connect callers to the proper department if the concern is out of our scope Sep 2021 - Feb 2022
(6 months)
Technical Support Representative
Concentrix daksh service philippines National Capital Reg, Philippines Industry Call Center / IT-Enabled Services / BPO
Specialization Technical support and Customer Service Role Others
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 26,000
-Troubleshoot the Samsung TV, remote, Soundbar, DVD player, and home theater/speakers.( whether the TV is installed in a Hotel/ Restaurants, Store, or at home)
-Explains the promotions, ongoing Sales, and status of the open/existing ticket or refund
-Escalate the issue to the Proper Department/ endorse the ticket to the assigned dept.
-Create a ticket if needed,, process orders, and upsell other products
-Answer all queries within the scope of work ( department) Mar 2021 - May 2021
(3 months)
Sales Advisor 1, Csr/ Tsr
Concentrix Cvg Calabarzon & Mimaropa, Philippines Industry Telecommunication
Specialization Sales - Retail/General
Role Others
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 28,000
troubleshot defective phones,: explain the phone bills/ charges/ promos; issue adjustments; create ticket; offer other plans and services, explained the features and benefits of products/ features: offer upgrade the device and /or offer /sell additional phone line.
(*unable to hit Sales quota)
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Mar 2020 - Jun 2020
(4 months)
Senior Process Executive
Cognizant Technology Solutions Philippines Inc. National Capital Reg, Philippines Industry Healthcare / Medical
Specialization Customer Service
Role Call Centre Executive
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 30,300
will attend to the concerns of health card members. However due to PANDEMIC, our client decided to cancel our batch/ wave to be added in the Program/ account.Some were able to get new acct, others lost their jobs.
Jun 2019 - Nov 2019
(6 months)
(Loyalty) Retention Rep / CSR/ TSR 1/ Sales
Concentrix-CVG National Capital Reg, Philippines Industry Telecommunication
Specialization Customer Service
Role Customer Service - General
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 27,500
Retention specialist /Loyalty rep from June to mid of Sept. Assist customers with phone bills,inquiries, disputes, tracking of their device and SAVE them from cancelling the service.
- Suspending / Restoring the account
- Process payment, payment arrangements
* Place an order,assist callers on online management. etc.
- Process a device upgrade, adding new line, activation of line/device
- porting a tel.no. from other carrier/ adding new line and all other account management tasks
- troubleshoot mobile phones, upsell/ selling additional line
- upgrading a device, activation
- explanation of bills, features of the device and placing the orders Jun 2018 - Jun 2019
(1 year 1 month)
Customer Care Representative -DYNAMIC POOL (blended) Manulife Philippines National Capital Reg, Philippines Industry Banking / Financial Services
Specialization Finance - Corporate Finance/Investment/Merchant Banking Role Others
Position Level Fresh Grad / < 1 Year Experienced Employee Monthly Salary PHP 22,000
* Answers queries of Policy holders and Financial Advisors/ unit Heads/ Sec. Explain the coverage, pay out benefits, what kind of Policy they have or inquiring about, explain the function/benefit of riders/services added to policy, maintaining the account/ beneficiary update, sending forms, ORs, documents requests, process requests/ creating cases, endorsing to proper dept. and assist them by sending follow up email/chat messages or calling the handling team (plus other tasks), Explanation of the Policy based on their contracts and our resources.
* educate the callers with Online account management, helped them if they encounter an error, register for them if they allow us, offered others services that is beneficial for policy owners.
* Create / file Claims ticket/case, and update them about progress/results. (outbound call or email)
*respond to email queries, requests and provide some requirements/ request via email.
(billing statements, ORs. / forms needed for claims or application /etc). Copyright @ 2023 JobStreet.com
* Follow up with other departments/ handling team via email/chat/ calls. Oct 2017 - Feb 2018
(5 months)
TSR/CSR
CONVERGYS PHILIPPINES INC.
Industry Call Center / IT-Enabled Services / BPO
Specialization Technical & Helpdesk Support
Role IT Support/Helpdesk
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 23,000
troubleshot the issues with the customers cable services, internet issues, addressed billing concerns, remote issues, and all other concerns. Offer other services/ products and selling something that will be beneficial for customers.
Feb 2017 - Jun 2017
(5 months)
Customer Service Associate
CONCENTRIX Daksh
Industry Call Center / IT-Enabled Services / BPO
Specialization Healthcare - Nurse/Medical Support & Assistant Role Others
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 23,000
Helped members with their healthplan, answers queries like benefits, claim status, explain the claims, benefits/coverage and the applicable deductibles and copay, and other concerns. Sending their requests via fax or email, like lists/data of Providers and Doctors who are in network with Aetna.(or Participating)
Jul 2016 - Feb 2017
(8 months)
TSR Tier 2
Hinduja Global Solutions
Industry Call Center / IT-Enabled Services / BPO
Specialization Technical & Helpdesk Support
Role IT Support/Helpdesk
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 28,000
We helped customers with their headsets, earphones, speakers, and home theater systems, assist them with connections, pairing to devices, troubleshooting, explained the how-tos, functions, and features, as well as helping them in placing orders./ tracking the orders. May 2014 - May 2016
(2 years 1 month)
Intake UM Representative-CSR
Accenture Inc. Philippines
Industry Call Center / IT-Enabled Services / BPO
Specialization Healthcare - Nurse/Medical Support & Assistant Role Others
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 25,000
assist providers with the patient's concerns, if the certain procedure needs pre-certification/pre-authorization or not, process their requests via phone and fax, encode patients' records about admissions, and check if what's the status of claims and other issues they may have.
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Feb 2010 - Apr 2014
(4 years 3 months)
Certified Tech/csr/ Account Specialist
Synnex- Concentrix Philippines
Industry Call Center / IT-Enabled Services / BPO
Specialization Technical & Helpdesk Support
Role IT Support/Helpdesk
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 23,000
helped customers with remote issues, troubleshooting their receiver and resolving issues with tvs, dvs, satellite, ppv issues, channels issues and others. Explaining the bills, assist in payments, placing orders, adjustments on bills, retaining the acct active/ encourage them to KEEP the service and explain the features, benefits and why it is beneficial for them, and all other concerns in their account.
Aug 2009 - Dec 2009
(5 months)
CSR- Financial
HTMT Philippines
Industry Call Center / IT-Enabled Services / BPO
Specialization Banking/Financial Services
Role Others
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 26,000
assist card holders with their credit card issues, explaining the bills, charges, adjustments, payment assistance, upgrade the card, gave information on features of each card, perks, fees, and other account management tasks.
Apr 2008 - Aug 2009
(1 year 5 months)
email/chat support, TSR/Activation rep.(Blended)
Transcom Asia
Industry Call Center / IT-Enabled Services / BPO
Specialization IT/Computer - Network/System/Database Admin Role Others
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 18,000
helped UK customers with phone bill, internet concerns and addressing their queries via email. and calls, then moved to US internet service provider- chat TSR, and voiced activation rep./tsr..helped them with issues on remotes, tv, channels, resolution, modem,issues, and others.
Jul 2007 - Apr 2008
(10 months)
Customer Service Associate
Vixion X inc.- VXi Philippines
Industry Telecommunication
Specialization Customer Service
Role Customer Service - General
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 17,000
Assisted customers will phone bill inquiries,created adjustments/credits after investigation, offer other products and services to gain company revenue, explain features and benefits of products, connect them to proper department (Correction Facilities), checked availability of DSL service in certain areas. Helped customers with minor phone features concerns ex: voice messages retrieval, deletion, recording messages, blocking a number and helped subscribers with other concerns with account maintenance.
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Mar 2007 - Jul 2007
(5 months)
Customer Care Specialist Band 3
IBM Daksh Business Process Services Phils. Inc Philippines Industry Banking / Financial Services
Specialization Banking/Financial Services
Role Others
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 15,000
Assisted clients with online banking,wire transfer, loan payments/bill payments, educate them with features and benefits of services or products we offer, connect them to other department like Loans concern.,escalation concerns, file a ticket/case for fraud events, account maintenance
Sep 2006 - Feb 2007
(6 months)
Sales and Service Representative 2
CONVERGYS PHILIPPINES INC.
Industry Banking / Financial Services
Specialization Banking/Financial Services
Role Others
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 16,500
Helped credit card owners (USA clients) with their account maintenance, bill explanation, process payments,card activation and deactivation, file ticket if fraudulent transaction occurs, adjust bill charges if valid for crediting,offer other services that will be beneficial for credit card users,explain benefits and features of services/products offered, maintain long- term businesses with current clients, card conversion and other concerns. Oct 2005 - Aug 2006
(11 months)
Inbound Sales Consultant
Teleperformance Phils.
Industry Consulting (IT, Science, Engineering & Technical) Specialization IT/Computer - Hardware
Role Others
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 13,500
*Configuration of appropriate computer for each customer
*explain and upsell the features and benefits of products, place the orders after discussion of the unit they need
* minor troubleshooting, track their orders, offer other products and services. Mar 2005 - Oct 2005
(8 months)
Customer Care Associate
Clientlogic
Industry Telecommunication
Specialization Telecommunication
Role Others
Position Level 1-4 Years Experienced Employee
Monthly Salary PHP 12,000
* Executed account maintenance of phone subscribers
* Educated the callers about the services, (home phone/landline serv), explain features and benefits, telephone number porting, account creation/ closing the sales
* gave quote and sign them up, bill explanation, offer other products & services
* Handled Escalated calls for a month. ( dealt with irate callers) Copyright @ 2023 JobStreet.com
Education
2000 University of the Philippines
Post Graduate Diploma / Master's Degree in Education/Teaching/Training Philippines
1995 Laguna College of Business and Arts
Bachelor's/College Degree in Education/Teaching/Training Philippines Major English
CGPA 77.0 / 100.0
Took up Bachelor of Secondary education, Licensed High School Teacher (1997), I taught for around 5-6 yrs, handled Preschool and Elementary. handled learners with Special needs and the regular ones.
Skills
Advanced customer service skills, Technical Skills, Teaching Skills, Communication Skills Languages
Proficiency level: 0 - Poor, 10 - Excellent
Language Spoken Written
Filipino (Primary) 10 10
English 9 8
Jobstreet English Language Assessment (JELA)
Date Taken 17 Oct 2019
Score 32/40
Additional Info
Expected Salary PHP 35,000
Preferred Work Location Calabarzon & Mimaropa, National Capital Reg, Anywhere in Singapore Other Information
Worked as Telemarketers/ outbound for Local banks- HSBC and Standard Chartered credit cards -hired by a vendor for the said banks. (Ortigas and Makati ofc)
Permanent address: blk 8 lot 40 Hotel St. Estrella Hts. Subd. Burgos, Rodriguez Rizal zip code 1860
Contact person in case of Emergency- Arnel M. Caraan- Spouse/husband 092*-***-****
About Me
Gender Female
Age 50 years
Copyright @ 2023 JobStreet.com
Address Blk 8 Lot 40 Hotel St. Estrella Heights Subd, Burgos,, 1860, Rodriguez, Rizal, Calabarzon & Mimaropa, Philippines
Nationality Philippines
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