Technical Support Specialist with 3 Years BPO Experience

Marloun Dietmar B. Alex

-Alcantara Cebu

-092********

-***********@*****.***

-Professional Summary

Results-driven Technical support specialist with 3 years of BPO experience across order management, customer service, sales, billing. Skilled in handling rejections, objections, and escalations while delivering premium, customer-focused support. Capable in resolving complex inquiries via phone and chat, consistently achieving first-contact resolution through clear communication, transparency and clarity and to utilize my expertise and experiences in a progressive, fast-paced environment that will allow me to align my professional skills, and continuously expand my knowledge of industry trends and technologies most proficiently.

-Key Skills & Tools

●Technical/Customer support with Billing & Sales expertise via Phone & Chat.

●Proficient in using Microsoft Applications, CRM, Slack, Path Finder, Live Engage, Workhub, Info Manager, Kronos, Power BI, My Information, My Source, Sales Force, Workvivo, Order Tracker, HR central, Jabber, Openreach and more.

●Tech-savvy and capable of doing multiple tasks, Independent and organized, who can set priorities and manage several tasks

with minimal supervision. Committed to continuous learning and staying updated with the latest industry trends.

-Education

●Cebu Technological University Moalboal— Bachelor of Science in Hospitality Management

●Badian National High School

-Work Experience

●TECHNICAL / CSR / SALES / BILLING SUPPORT REPRESENTATIVE

- Continuum Global Solution

-5/F Lexmark Plaza 3 Coworking Space, Cebu City 6000

-April 17, 2024 – September 30, 2025.

-VERIZON ACCOUNT

( Handling Multiple inquiries - Onsite, Night Shift )

-Technical/Customer support with Billing & Sales (Phone & Chat)

●Technical/Customer support representative who takes calls & chats. Assists customers in troubleshooting internet problems, mobile phone concerns, and other electronic devices. Blended skills, also handling billing inquiries and engaging upselling and cross-selling products, perks, plan and plan services.

●Identify billing discrepancies, provide accurate current & estimated bill quotations, and also process refunds..

●Sell electronic devices, such as Phone, Tablet, NFL Ticket, Phone plans, Perks and home internet packages and more.

●Process trade-in promotions, correcting promotional trade-in errors, process new phone purchase requests, processes port-in & port-out numbers, Transfer account ownership.

●Processes device activations, correcting loyalty discounts, tracks purchase phones, watches, tablets & home internet orders via UPS and FedEx courier.

●Selling multiple perks subscriptions, international plans, Features and new updates plans promotions.

●TECHNICAL SUPPORT REPRESENTATIVE

-TECHMAHINDA vCUSTOMER

-FilInvest Cyberzone Cebu Tower 2 Salinas Drive, Geonzon Road, Lahug, Cebu City

-August 10, 2022 - November 5, 2023

-TALKTALK - UK ISP ACCOUNT

- Tier - 1 Technical (Chat)

●Provides technical support to users by researching, answering inquiries, and troubleshooting ISP-related issues.

●Assisted customers with diagnosing and resolving internet connectivity issues.

●Provided technical support to troubleshoot network and internet service problems.

●Supported customers in resolving internet-related issues to ensure reliable connectivity.

- Tier2 Technical and Billing Support (Phone & Chat)

●Provides advanced technical support and troubleshooting for complex ISP issues.

●Process the returns and exchange of products.

●Assist customers with billing concerns, processes refunds, and provides an exceptional customer service experience.

●Receives escalation cases from Tier-1 experts.

Languages

●English, Tagalog, Cebuano

●Character References:

Patrik Duropan

Team Manager

Continuum Global Solutions

Arleth Patatag

Team Manager

Techmahindra

099********

REFERENCES

References available upon request.