Support Specialist Customer Service

VERNA C. BUMANLAG

Door * Hildi Grace Apt. Rabaya St. Nonoc, Tabunok, Talisay City

Email : *******@*****.*** / Mobile No. : +639**-***-****

W O R K EXPERIENCE

Ceridian

Customer Support Technical Specialist III

March 2022 to present

Provide customers resolution of low level to high level issues on Dayforce

Interact with customers over the phone and meetings to ensure that they understand the resolution provided

Specialize in clients entitlements concerns for small to large organizations

Provide assistance on Schedule and Timesheets, HR and payroll issues of clients

Document accurately on CRM entry systems all actions taken in a brief and timely manner

TDCX PHILIPPINES

Technical Support Specialist

Sept. 6, 2023 to March 11, 2022

Assists customers in their order inquiries of their devices

Walk thru customer on how to restore iOS devices when it's locked out

Schedules appointments for store repairs

Process express replacements for iPhone devices and the likes

Helps in setting up their new devices and transfer data from the old phone to the new one

Educates customers on how to update their latest software

Do basic troubleshooting for beats, ipads and air pods and Mac

AMAZON OPERATIONS SERVICES PHILIPPINES

Customer Service Associate, August 13, 2018 up to June 18, 2021

Assists customer in their order inquiries on shipments, status of orders

Process refund and or other pertinent discounts needed for customer’s orders

Creates follow up to third party sellers

Answers customers queries on account hold, send reset password links and walks thru customers in placing orders on the Amazon.com website

Provides other options for customers when their preferred items are out of stock

Provides support for third party sellers inquiries, returns and products

Helps in resetting password for online account and provide troubleshooting steps in resolving the issue

SYNCHRONY GLOBAL SERVICES PHILIPPINES

Senior Customer Service Specialist, September 4, 2017 to July 31, 2018

Answers customer inquiries on their current balance, credit limit and other questions on their store and credit cards

Creates work cases for customer’s concerns like refunds, credit balance refund, disputes, check request etc.

Activates store cards and credit cards

Assists customers in their billing inquiries and process payments

Updates customer membership details ( upgrades or downgrades )

Walk thru customers in doing online registration of their store or credit cards

Do basic troubleshooting for e service log in issues or password resets

Does the customer’s disputes on fraudulent transactions or double charges

XEROX BUSINESS SERVICES PHILS ( NOW CONDUENT), CEBU CITY, CEBU

Senior Customer Service Specialist, November 2015 – April 4, 2017

assist customer on their inquiries on their FIOS services and copper wire services

process claims or adjustments for the customer’s bill charges

assist customers on their sales and billing inquiries

help customers in signing up for new orders on FIOS and copper services

handles customer complaints and escalations regarding customer’s accounts

do basic troubleshooting steps when customers’ services does not work

EXL SERVICE PHILIPPINES, CEBU CITY, CEBU

Customer Service Specialist, Jul 2014 – Jan 2015

assist customer on their insurance queries

help process the claims on their 401K accounts

Assist in the processing of loans on their 401K accounts

assist them on other inquiries pertinent to plan

TELEPERFORMANCE, CEBU CITY, CEBU

Technical Support Specialist, Feb 2012 – Jan 2014

Provide technical support to landline customers

Do additional testing on their land line to check the location of the fault and analyze the fault

Send out technicians on the field to have the line fixed

Provide update on the fault reports

Assist customer on any inquiries on their landline

CONVERGYS PHILIPPINES, CEBU CITY, CEBU

Technical Support Specialist Level 2, Apr 2011 – Feb 2012

Troubleshoot cable internet connection issues from the setup and why they can't connect wirelessly or thru ethernet connection

Help out setup their email to work with their other devices such android phones etc. and to setup free email accounts on Outlook etc.

Setup truck roll for technicians to solve issues on the field

Provide customers assistance on additional inquiries on other products provided by the internet provider

LEXMARK RESEARCH & DEVELOPMENT CORPORATION, CEBU CITY, CEBU

Technical Support Specialist Level 2, Aug 2008 – Apr 2011

Help assist customers install their printers from the out of the box experience to software printer installation on platforms such as Windows, MAC OS, Linux or Ubuntu

Helps assist customers using multi boot computers or laptops ( MAC OS & Windows ) install their printers on their wireless or LAN networks

Setup printers for usb, ethernet and wireless connection and do further troubleshooting to make it work on their chosen environment

Process printer replacements and assists customer complaints on their printers to utmost customer satisfaction

ETELECARE GLOBAL SOLUTIONS INC. CEBU CITY, CEBU

Technical Support Specialist, Oct 2006 – Aug 2008

Help assist in the troubleshooting of VOIP connections issues making sure they have stable internet

Helps assist customers in their wifi printing issues and making sure they are connected properly

Do the customer service concerns of the customers

Process replacement or assign technicians on the field to help the customers solve their VOIP concerns

ACE CONGLOMERATE DISTRIBUTOR INC., MANDAUE CITY, CEBU

HR Supervisor, June 2006 to October 2006

Supervise HR staff on their assigned tasks

Recruitment and hiring of employees

Assist in the job posting thru local billboards, newspapers and other sources

Manage payroll and employee relations

Help monitor employee attendance and their benefits

Help process employee benefits and claims

Attend to labor matters on employement etc.

Monitor employees welfare and well being in the workplace

CORE WATCHMEN AND SECURITY AGENCY, LAS PINAS, NCR

Executive Assistant, May 2005 to March 2006

Do daily tasks as assigned by the Vice President of the company

Supervision of employees on assigned areas of responsibility

Manage payroll and employee relations

Help monitor employee attendance

Help process employee benefits and claims

Process employees vacation and sick leave filing

Generate reports as assigned to pertinent tasks

EDUCATION

HOLY ROSARY SCHOOL OF PARDO, CEBU CITY

Elementary Education

Graduated with Honors

Supreme Student Council President

CEBU CITY NATIONAL SCIENCE HIGH SCHOOL, CEBU CITY

Secondary Education

Active in sports such as badminton, tennis and volleyball

UNIVERSITY OF SAN JOSE RECOLETOS, CEBU CITY

Bacherlor of Science Major in Computer Science

Undergrad Bachelor of Laws

Features editor – Forward

Active member of the Circle K club and Tennis Club

Journalism Awardee

ADDITIONAL SKILLS

Recruitment and orientation of new hires

Supervision of Hr staff and employees

Sales and Marketing

Knowledge in Labor Laws and Practices

Technical Support

Printers and Computers

computer hardware and software

Knowledgeable in Windows and MAC OS platforms

BPO experience on healthcare, technical support and customer service

REFERENCES

Mary Rose C. Velasco

HR Manager

Coast Pacific Group

Dr. Ann P. Gabuya

Consultant

Family Medicine

Chong Hua Hospital

Rodney Quirante

Team Leader

Xerox Business Services Philippines

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