Charmie Gordo

Innovative professional with expertise in modern technologies, organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on management responsibilities to meet team goals. Possesses excellent communication, problem-solving and organizational skills. Trusted advisor goes extra mile to help businesses succeed.

Technical Advisor, 04/2021 - Current Sherweb – Sherbrooke, QC

• Served as primary point of contact for triaging technical issues. Collaborated with cross-functional teams to resolve complex technical problems impacting business operations.
• Supported users during software migration processes, minimizing disruption to their daily workflows while maximizing adoption rates.
• Increased customer satisfaction by delivering prompt remote assistance for a wide range of technical concerns.
• Managed help desk tickets with exceptional attention to detail, ensuring resolution within established timeframes. •
• Enhanced user experience by addressing and resolving technical issues promptly and efficiently.
• Researched and identified solutions to technical problems.
• Mentored new team members, resulting in stronger staff development and increased productivity.

Customer Service Specialist, 06/2019 - 05/2020 TeleDirect – Philippines

Conducted thorough research on destinations and accommodations to provide accurate information to travelers. •

• Delivered exceptional customer service by promptly addressing inquiries via phone, email, or ilive chat. Resolved customer complaints promptly and professionally, resulting in improved customer satisfaction ratings. •
• Resolved travel problems, processed complaints and issued refunds to maintain customer satisfaction.
• Updated and maintained customer databases to increase customer retention.
• Followed up with customers to increase customer service with travel plans.

Retail Sales Executive, 10/2016 - 11/2018 Emirates Integrated Telecommunications – Dubai, United Arab Emirates

• Participated in regular trainings to stay updated on product knowledge, trends, and sales techniques. Provided insightful feedback to management regarding customer preferences and market trends, influencing future purchasing decisions.
• Utilized company CRM system to track customer interactions and follow up on leads, leading to increased repeat business.
• Managed inventory effectively to ensure optimal stock levels and prevent stockouts or overstock situations.
• Supported store management with various administrative tasks such as scheduling, reporting, and tracking sales performance.
• Acted as a brand ambassador by representing the company positively in all customer interactions and upholding the highest standards of professionalism. •
• Managed efficient cash register operations. Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services. •
• Increased profit by streamlining operations.

End User Support Technician, Subject Matter Lead, 08/2015 - 10/2016 Convergys – Philippines

• Assessed the needs of end users to recommend appropriate hardware or software upgrades as necessary. Minimized recurring technical issues by identifying patterns in reported problems and proactively addressing underlying causes. •
• Reduced response time by creating an organized ticketing system to prioritize urgent requests. • Managed high levels of call flow and responded to technical support needs. • Used ticketing systems to manage and process support actions and requests.
• Installed and configured operating systems and applications.
• Researched and identified solutions to technical problems.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Mentored junior team members, contributing to their professional growth and development. Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
• Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
• Technical Support Representative, 07/2014 - 01/2015 VXI Global Holdings – Philippines Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Efficiently troubleshot fiber-optic connections resulting in quicker restoration of services following outages. • • Collaborated with other technicians to troubleshoot and resolve technical issues.
• Improved network performance by diagnosing and resolving complex telecommunications issues.
• Upgraded system performance, integrating latest telecommunications technologies.

Bachelor of Arts: Journalism, 04/2012 Bicol University - Philippines