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Technical Support Representative Resume

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Junction Cainta, RizaL

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Objectives: To be connected with an organization that can utilize my training, work experiences, talents, skills and abilities to our mutual advantages.
To be identified with a company that rewards good performance not only with financial remuneration but also with career advancement.

Educational Background:

College: Bachelor of Science in Business Administration
Major in Management
Confidential
Aurora Blvd. Cubao, Quezon City

High School: Confidential

Elementary: Confidential

Professional Experience:

Team Manager October 19, 2009 – Aug 17, 2012
Billing Inquiry/Direct Resolution Teams
Broadview Networks account
Confidential 
Philplans Corporate Center
Bonifacio Drive, Taguig City

Responsibilities:

  • Accountable for management of 2 teams
  • Provide full support to sales team from ordering to disconnects
  • Deal with all escalated customer billing concerns
  • Provide coaching and follow up training for the team
  • Offer tools enhancement, policy and procedures suggestions to management
  • Submit and present weekly and monthly business reviews
  • Provide floor support to the team
  • Recommend customer service improvements

Achievements:

  • Only LOB among 17 LOBs in the account that achieved the target of 85% for both ASAT and overall CSAT
  • Automated and personalized reporting for both obligation based and email based workflow
  • Modified quality form and audits to focus on parameters that drives CSAT
  • Transitioned the teams from incident based workflow to obligation based

Technical Support Representative July 14, 2007 – October 15, 2009
Confidential
Teletech Customer Care Management
Level 2 Robinson’s Place Cainta
Junction Cainta, Rizal

Technical Proficiency:

Windows XP, 7
MS Office Applications (Outlook, Powerpoint, Word, Excel, Access)

Personal Data:

  • Birth date: April 15, 1975
  • Birth place: Naga City
  • Sex: Female
  • Religion: Roman Catholic
  • Civil Status: Married

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