Riza Mae Quevedo

KARANASAN

Convergys, Cebu IT Park — Technical Support Representative

November 2014 - May 2015

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered constant flow of customer calls with minimal wait times.

Provided information regarding charge accounts and loyalty programs.

Offered advice and assistance to customers, paying attention to special needs or wants.

Answered customer telephone calls promptly to avoid on-hold wait times.

Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.

I was one of the top agents in AT&T.

One of my phone recordings was used as an example in training.

Recommended products to customers, thoroughly explaining details.

Responded to customer requests for products, services and company information.

Activated accounts for clients interested in new services.

Convergys, Cebu It Park — Technical Support Representative

June 2015- October 2017

Provided Tier 1 IT support to non-technical internal users through desk-side support services.

Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Built and maintained internal knowledge bases for support products to expand available feedback and performance data.

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

Assisted customers with product selection based on stated needs, proposed use and budget.

Conducted in-depth product and issue resolution research to address customer concerns.

Used ticketing systems to manage and process support actions and requests.

I was a Top agent for 6 consecutive months and / or 2-3 consecutive months for my 2 yrs of stay in the company.

Resolved escalated issues by serving as subject matter expert on wide-ranging issues.

Submitted service tickets for equipment maintenance requests.

Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.

EDUKASYON

Cebu Normal University, Osmeña Blvd, Cebu City, 6000 Cebu— Bachelor of Secondary Education - MAPHE

June 2009 - October 2014

Bachelor of Secondary Education Majors in

Music

Arts

Physical Education

Health Education

Sitio Suwa, Barangay Mantalongon, Dalaguete

Cebu 6022

+63-150******

adnzkv@r.postjobfree.com

Skills

Calm and Professional Under Pressure

Building Customer Trust and Loyalty

Immensely Complex in Product Knowledge

Courteous with Strong Service Mindset

Upbeat and Positive Personality

Upright in Promoting Brand and Company Identity

Creative Problem Solving

Efficient and Detail-Oriented

Good in understanding Customer Needs

Good in Verbal and Written Communication

Attentive in Responding to Difficult Customers

Immensely Patient and Empathetic

Adequate Cultural Awareness and Sensitivity

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