Serving as the first point of contact for customers seeking technical and non-technical assistance over the phone or email Performing troubleshooting through diagnostic techniques and pertinent questions Determining the best solution based on the issue and details provided by customers Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures Achievement: I was chosen to be on a higher department Case Management Team Accessing client needs, and developing strategy to help client Accomplishes clients' concern by assessing treatment needs to enhance the quality of customer management, maximize satisfaction and promote cost effectiveness monitoring and evaluating actions required to meet the client's services needed To make sure customer was giving Excellent customer satisfaction

Managing large amounts of inbound and outbound calls in a timely manner Following call center “scripts” when handling different topics Identifying customers’ needs, clarify information, research every issue and providing solutions Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives Seize opportunities to upsell products when they arise Build sustainable relationships and engage customers by taking the extra mile Keep records of all conversations in our call center database in a comprehensible way Frequently attend educational trainings to improve knowledge and performance level Meet personal/team qualitative and quantitative targets KPI Special Task: Act as Officer in Charge if the Supervisor is not around

Taking ownership of customer issues reported and seeing problems through to resolution Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Research and identify solutions to software and hardware issues Diagnose and troubleshoot technical issues, including account setup and network configuration Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Prioritize and manage several open issues at one time Follow up with clients to ensure their IT systems are fully functional after troubleshooting Prepare accurate and timely reports Document technical knowledge in the form of notes and manuals Maintain jovial relationships with clients

Bachelor of Science in Information Technology, Our Lady of Fatima University, Lagro Quezon City Philippines Graduated on April 10, 2013