Customer Service Technical Support
Resume:
Judson Timothy L.
Collado
Bachelor of Science Major in Computer Science/Information Technology (2022)
AMA Computer University – East Rizal
Diploma in Computer Technician (Completed 1997)
AMA Computer Learning Center - Shaw
SKILLS
Excellent customer service and communication skills in various communication channels
Familiarity in:
o Jira
oSalesforce
oBliss
oFinTech
oSlack
Adept in analytical and critical decision-making scenarios
Comfortable in multitasking
Agile in learning new skills and knowledge
PROFESSIONAL EXPERIENCE
Uber Manila COE (February 2017 – May 2024)
Role: Advanced Support, Merchant, Proactive and New Verticals (Restaurant Operations ANZ Support)
All of the work at home opportunities that Uber offers, involve high-quality customer service by email. Communicating directly with the clients and in many cases handling some complaints and updates.
L2 Driver Partner/Rider Support for South East Asia (Email), L2 Rider/Driver Partner Support (ANZ), and L2 Cross Support for Safety Rider and Driver Partner for ANZ (Email).
L2 Restaurant Support for assistance with issues related to restaurant's account, orders, payments, or other operational concerns.
Provided responses to customers via email. Documented each customer's question, problem, and customer service solutions’ service level.
Escalated inquiries to stakeholders via JIRA for rare issues and not covered in the knowledge base logic support. Answered escalated questions and process inquiries from front liners.
Provided email support for Account & Settings, Billing & Payment, Menus, Onboarding, Orders, Technology, Technical Support (Uber App), Merchant - New Verticals (License, Menu creation and edits)
Acquire Asia Pacific (Phils.) Inc. (July 2015 – August 2016)
Role: Level 2 Provisioning Officer
●Provided support for activation of DSL connections, phone services, voice mail, speed dial, call waiting, call transfer, call diverts, etc.
●Corrected script errors that conflict with the activation of internet and phone services
●Handled all parts of the provisioning process to maintain services and activation rate targets
●Worked with Team Leaders to understand the importance of the role of provisioning in the Customer Experience
●Ensured a positive “customer experience” by attending to all requests in a timely manner
●Identified key trends and common issues that the business may face
●Reported urgent concerns to proper department but not limited to own the issue
●Performed other tasks assigned by superior from time to time
Datacom South East Asia (October 2014 – April 2015)
Role: Level 2 Technical Support
ISP & VOIP Technical Support:
●Lodged nuisance calls
●Lodged faults and created tickets for onsite technician visit
●Checked login details
●Provided service requests like internet connection, phone, or VOIP
●Provided troubleshooting support for connections from the server to residence
●Provided troubleshooting support for wireless or wired internet connection
Marigold Manufacturing Corp. (March 2011 - October 2014)
Role: Distribution Coordinator (Mama Sita’s Mixes and Sauces)
●Handled distributors, Channel Managers, agents, coordinators, and merchandisers
●Generated weekly and monthly sales reports, yearly sales – reports, Sales-to-Trade reports, and the availability of stocks in GMA Area (from Ilocos to Naga) reports
●Analyzed sales and stock reports for better opportunity to improve sales; how to optimize the weak points of competitors through the generated report.
●Resolved issues in each outlets concern; Display issues, availability of stocks, price issues, etc.
●Prepared and estimated possible future product shortage in the market
●Monitored the products availability in every outlet
●Conducted training and orientation for agents, coordinators, warehouse personnels, and merchandisers for better selling opportunity
Jasmin Street Gregoria Heights,
San Isidro Taytay, Rizal 1920
**********@*****.***
www.linkedin.com/in/judson-timothy-collado-39b71770
Teleperformance (April 2009 - February 2011)
Role: Database Support Organization Consultant (Bigpond / Telstra)
●Provided consulting assistance to customers who have problems on their DSL/Wireless internet connection
●Provided support to the agents in navigating the database, taking escalation calls, and answering inquiries of agents and Supervisors about DSL/Wireless connection
Sitel Philippines (March 2004 - February 2009)
Role: Subject Matter Expert / TSR 2
Position Level: Assistant Supervisor
Account Name: Dell Computers (Hardware & Software) & Virgin Mobile Australia
●Worked closely with the operational and tele-services teams and utilized relationships to ensure that customers’ satisfactions are met
●Engaged, equipped, and lead all inquiries with appropriate training, tools, and strategy development for better services
EXPERIENCES GAINED:
●Experience in selling intangible/conceptual products/services/ software in the Customer Service field
●Experience in customer service skilled in the use of internet and other software applications including PowerPoint, Word, etc.
●Excellent oral and written communication skills and knowledge of network services Information Technology
Service Zone / Client Logic (November 2003 - November 2004) – formerly Contact World
Role: Technical Support
Account Name: Dell Computers (Hardware & Software)
Provided Level 2 support for Software, Hardware, and Printer Support
Provided Level 2 technical support for hardware and software issues in Dell computers and printers
●Provided assistance to Level 1 technicians for advanced troubleshooting and handling escalated concerns.
Contact World (November 2002 - November 2003)
Role: Level 2 Representative (Verifier of Sales)
Account Name: MAVCOM, Epixtar
●Provided direct marketing and sales support to field/distribution sales organization.
●Managed and qualified process sales leads.
●Maintained customers, prospects, and competitor databases
●Assessed and implemented marketing promotion
●Generated new businesses through inbound calls and follow up on incoming sales leads
●Provided telemarketing sales in healthcare and software fields
Contact this candidate