Technical Support Sales Representative

RAZEL ANNE A. HADJAIL

Address: **** * ***** **. **** 8

Bloomington, Indiana 47403

Birth Date: July 18,1994

E-mail Address: ************@*****.***

OBJECTIVE

To obtain a position that will enable me to utilize my knowledge and skills to meet both personal and organizational goals.

EDUCATIONAL ATTAINMENT

Universidad De Manila

Bachelor of Arts in Mass Communication

2010 - April 15, 2014

Mehan Gardens, Manila

HIGHLIGHTS OF QUALIFICATIONS

• Proficient in writing and speaking English language.

• Willing to be trained.

• Dedicated, dependable, flexible and discreet in handling confidential information.

• Can work both independently and in a team environment. EMPLOYMENT/TRAINING

Technical Support Representative (AT&T Uverse)

Alorica Pacific Rim Inc. (June 11, 2014 to March 1, 2015) JOB DESCRIPTION:

- Main responsibility of TSR is responding to queries and aiding for questions and problems as well as assisting and providing step-by-step procedure to resolve customer’s technical issue. Following up with the customer to ensure full resolution of issues. Utilizes knowledge base information to answer customer inquiries.

Technical Support Representative (AT&T Uverse)

Convergys (May 18, 2015 to January 10, 2016)

JOB DESCRIPTION:

- Main responsibility of TSR is responding to queries and aiding for questions and problems as well as assisting and providing step-by-step procedure to resolve customer’s technical issue. Following up with the customer to ensure full resolution of issues. Utilizes knowledge base information to answer customer inquiries.

Voice and Data Services Manager (AT&T GOSS)

Alorica Philippines (January 25, 2016 to August 11, 2017) JOB DESCRIPTION:

- Main point-of-contact for AT&T Sales Representative, Signature, Retail and Federal/State customers for ordering and account upkeep.

- Creates and validates existing tickets for Move, Add, Porting, Change and Disconnect orders for legacy products such as but not limited to:

• OPT-E-MAN, DS3, ISDN PRI, ISDN BRI, Analog Private Line, Centrex (Plexar), POTS

- Oversees end-to-end order progress and account maintenance by coordinating with internal departments pertaining to:

• Order Entry, Circuit Design and Provisioning, Circuit Installation and activation, Translations, Billing and Finance.

Client Support Specialist (AT&T GOSS)

IBM Philippines (August 14, 2017 to March 19, 2021) JOB DESCRIPTION:

ETF Pioneer CSS –

- Mainly support circuit disconnection such as ISDN PRI, ISDN BRI, Analog Private Line, Centrex (Plexar). Responsible for the validation/checking of required details provided to complete the Service Order Request form and submit the request to the AT&T Order Specialist. Escalation Team –

- Mainly support management level escalation such as 5th level escalation to Office of the President escalation. Each SRs are handled with urgency and provide our partner with precise information and update on SRs they are escalating.

- Supply daily WIP report and aging escalation ticket as well as the number of handed off from the previous day.

- Monitoring and responding to Acct Team’s inquiry on Escalation Chatroom with order status, SOR IDs and/or updates if ticket were received and flagged as escalation and which CSS or team it was assigned. Senior Recruitment Specialist (Providence St. Joseph Hospital) IBM Philippines – (March 29, 2021 to August 5, 2022) JOB DESCRIPTION:

- Performs recruitment activities (i.e. paper screens, phone screens, face-to-face interviews, orientations) with emphasis on compliance with established recruitment processes and procedures.

- Provides updates on hiring requirements to the TA Manager for reporting purposes, status feedback to applicants, tracking purposes, and effective monitoring of applications processed/to be processed. Prepares, maintains, and files the proper documentation to track recruitment initiatives and output against required numbers. Performs records management activities. Technical Support – Contracts Coordinator (Device Technology) A.S. WHITE Global – (August 8, 2022 to June 16, 2023) JOB DESCRIPTION:

- Handle incoming customer queries and enter service jobs on SAP CRM. Addressing general enquiries and service requests from both customers and the sales team.

- Action and monitor of documentation, correspondence, and follow-up on all equipment and products requiring repair.

- Prepare customer quotes and assist with the administration of new contract creation for equipment rolling over from Warranty cover.

- Monitor all renewal of DT service contracts and create calendar notification for renewal follow up. Initiate creation of Preventative Maintenance schedule requirements in SAP CRM.

- Liaise with Legal and BUs to create and update contract templates as required – e.g., new business acquisitions, template updates, T&C’s updates, service level updates etc.

Reference/s may be provided upon request.

I hereby certify that the above-mentioned information is true and correct to the best of my knowledge. RAZEL ANNE A. HADJAIL

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