Technical Support Representative

ANA MARIE S. SANTILLAN

Japanese CSR/TSR

Experience: 17 years

JLPT Level 3 Passer

Cellphone number: 099*-***-****

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

Phase A Blk 24 Lot 53 Istana Subd. Amaya II Tanza, Cavite 4108 Job Objective:

Versatile Customer Care Representative and Technical Support Representative are skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detailed-oriented, organized, and meticulous employee. Works at a fast pace to meet tight deadlines. Enthusiastic team players ready to contribute to company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Work Experiences:

Japanese Customer Care and Technical Support Representative October 2018 to July 2024

Address: Uptown Mall 11

th

Drive, Taguig, Fort Bonifacio, Taguig

Duties/Responsibilities:

- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.

- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes. Bosch Service Solutions, Inc.

Japanese Technical Support Representative

July 2014 – August 2018

Address: 23

rd

Floor, WFifth, 5

th

Avenue, Global City, Fort Bonifacio, Taguig

Duties/Responsibilities:

- Handling queries exclusively for Bosch employees all over Japan and those employees do contact us to resolve their problems and do troubleshooting their Microsoft Office and some other issues with their computers.

- Once our support could not be able to solve the problem, then we will escalate their concern to the 2

nd

level team; I am also doing the central user admin to create, modify, and/or delete accounts of the Bosch associates or externals.

- We also receive/answer Bosch associates’ queries via email.

- Maintained a high level of expertise on company products, ensuring accurate information was always provided to customers.

- Assisted customers in identifying issues and explained solutions to restore service and functionality.

GWest Service, Inc.

Japanese Customer Service

June 2013 – July 2014

Address: 14

th

Floor, Unit 2 Trade & Financial Tower

7

th

Ave., corner 32

nd

St., Bonifacio, Taguig City

Duties/Responsibilities:

- Provides customer service through calls and answering emails.

- Regarding the payment method, check the customer's documents for the approval of transaction.

- Negotiated successful resolutions between customers and the company during disputes or disagreements.

- Created user-friendly guides to help customers better understand complex product features or billing statements.

- Conducted regular performance reviews and provided constructive feedback to peers for continuous improvement.

- Reduced call wait times by implementing effective call routing strategies, enhancing customer satisfaction.

Robert Bosch Communication Center

Japanese Technical Support Representative

May 2011 - September 2012

Address: 29

th

Floor, Fort Legend Tower

32

nd

St., corner 3

rd

St., Bonifacio, Taguig City

Duties/Responsibilities:

- Handling queries exclusively for Bosch employees all over Japan and those employees do contact us to solve their problems with their Microsoft Office and some other issues with their computers.

- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.

- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

- Responded to customer inquiries and provided technical assistance over the phone. Paragon Int’l Customer Care Service, Ltd.

Japanese Customer Service Representative

May 2007 – January 2011

Address: 14

th

Floor, RCBC Tower 1, Ayala Ave. corner Sen. Gil Puyat Ave., Makati City Duties/Responsibilities:

- Provides quality customer service over chat services with the customers; provides a wide variety of information to customers, i.e., promotions, offers, minor technical assistance, and other related concerns regarding products of Paragon ICC; resolves problems by using available information, good judgment and decision-making skills with the ultimate for customer satisfaction; provides translation on certain promotions or updates on the website.

Nippi Manpower Inc. Philippines.

Japanese Interpreter

2006 – April 2007

Address: Carmona, Cavite

Duties/Responsibilities:

- Directly communicating with the main client (Japanese) and the second party client

(Filipino) for the translation between Tagalog and Japanese language

- Bridged language gaps within the organization, fostering stronger relationships between international teams.

- Served as a trusted liaison for visiting Japanese dignitaries, providing both language support and cultural guidance throughout their stay.

- Enabled greater success to educational opportunities for non-English speakers through proficient interpretation during workshops and seminars targeted at the Japanese community.

- Enabled smooth integration of newly-hired Japanese-speaking employees through tailored training programs and ongoing language support.

Multi-level Marketing

Businesswoman in the Philippines

2004 – 2005

Address: Valdez St. Poblacion, Makati City

Duties/Responsibilities:

- Directly selling products such as Fern-C, Vita-plus, Triumph and Dakki pillows.

- Proved successful working within tight deadlines and a fast-paced environment.

- Used critical thinking to break down problems, evaluate solutions, and make decisions.

- Organized and detail-oriented with a strong work ethic.

- Strengthened communication skills through regular interactions with others.

- Worked effectively in fast-paced environments.

- Demonstrated respect, friendliness, and willingness to help wherever needed. Owner – Kishinami Company

1998 – 2002 RTW&Ladies Apparel

Address: Oizumi-machi, Gumma-ken, Japan

Duties/Responsibilities:

- Direct selling to the Filipino contract worker the ready-to-wear (RTW) dresses and accessories from the US and Korea; also doing the inventory and managing to drive the roving garment store.

- Managed day-to-day business operations.

- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.

- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.

- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.

- Consulted with customers to assess needs and propose optimal solutions. Salaevo Spaghetti Restaurant

Food Attendant

1995-1998

Address: Isesaki-shi, Gumma-ken, Japan

Duties/Responsibilities:

- Implemented proper food storage techniques for maximum freshness and minimal waste.

- Maintained a clean and organized work environment for optimal food preparation and safety standards.

- Answered phones to take the delivery and takeout orders from customers and provided information concerning menu items and hours of operation.

- Promoted positive dining pressure or during challenging situations involving demeanor even under pressure or during challenging situations involving dissatisfied customers or other issues that may arise during service hours.

Hoshino Beauty Parlor

Parlor Staff

1993-1995

Address: Isesaki, Gumma-ken, Japan

Duties/Responsibilities:

- Hairdresser’s assistant.

- Established positive relationships with customers and other staff members.

- Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.

- Collaborated with colleagues on various projects, sharing knowledge and expertise while working together towards common objectives.

- Kept work areas clean, organized, and safe to promote efficiency and team safety.

- Established and maintained strong relationships with colleagues through regular meetings and communications.

- Greeted clients and guests and assisted with variety of questions to foster exceptional customer service.

Kanzan Tei Restaurant

Food Attendant

1992-1993

Address: Ota-shi, Gumma-ken, Japan

Duties/Responsibilities:

- Started as a dishwasher then months later was promoted as a food attendant.

- Implemented proper food storage techniques for maximum freshness and minimal waste.

- Maintained a clean and organized work environment for optimal food preparation and safety standards.

- Answered phones to take the delivery and takeout orders from customers and provided information concerning menu items and hours of operation.

- Promoted a positive dining atmosphere by maintaining a professional demeanor even under pressure during challenging situations involving dissatisfied customers or other issues that may arise during service hours.

San Ai Kogyo Kobushikigaisha

Quality Controller

1991-1992

Address: Ota-shi, Gumma-ken, Japan

Duties/Responsibilities:

- Assembled telephone fax machine; once completed, tried to check if NG or not using some electric tools.

- Reduced manufacturing defects through thorough inspections and proactive identification of potential issues.

- Improved quality processes for increased efficiency and effectiveness.

- Developed and implemented quality assurance improvements.

- Updated quality control standards, methods, and procedures to meet compliance requirements.

- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.

- Reviewed incoming materials against specifications.

- Calibrated tools and equipment to meet requirements. Educational Background:

Vocational Certificate: Japan Foundation

Pacific Star Bldg. Ayala Ave. corner Makati Ave. Makati City JLPT Level 3 Passer - 2008

Secondary: Computer Programming

Datamex Computer School (1987-89)

Gen. Gil J. Puyat Ave., Makati City

High School: Philippine Christian University-Union High School of Manila From Sophomore to Senior (1984-1987)

Taft Ave., Malate, Metro, Manila

Concordia College (1983)

Pedro Gil, Malate, Metro, Manila

Freshman

Elementary: Fernando Ma. Guerrero Elementary School Pedro Gil, Malate, Metro, Manila

Grades 1 ~ 6 (1978-1983)

Special Skills:

- Technical Support with troubleshooting knowledge

- Customer Service Expert

- Remote Support

- Microsoft Office

- Task Prioritization

- Interpersonal Skills

- Decision-making

- Self-motivation

Languages: Tagalog, English, and Japanese

Personal Information:

Nickname: Am

Date of Birth: August 22, 1969

Place of Birth: Manila

Civil Status: Married

Citizenship: Filipino

Husband: Julian T. Santillan Jr.

Religion: Jehovah’s Witness

Driving License: Non-professional

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