Technical Support Representative - TTEC - Quezon City, Metro Manila
(2023-12 - 2025-10)
- Resolved 1,200+ customer inquiries monthly, achieving a 92% first-contact resolution rate through effective troubleshooting and issue resolution.
- Improved customer satisfaction scores by 20% through timely responses and efficient handling of customer concerns.
- Documented customer concerns and troubleshooting steps in ticketing system, achieving 98% documentation accuracy.
- Provided customer support through email and live chat for consumer technology products, including iPad keyboard cases, security cameras, and Harmony remote devices.
- Reduced repeat customer inquiries by 15% through accurate documentation, clear troubleshooting guidance, and appropriate follow-up.
- Managed multiple customer interactions with an average response time under 2 minutes, ensuring timely support.
- Escalated complex technical concerns to specialized teams, providing complete customer and troubleshooting information.
Technical Support Representative - VXI GLOBAL SOLUTIONS - Quezon City, Metro Manila
(2023-01 - 2023-10)
- Achieved a 92% first-call resolution rate by identifying customer concerns and providing appropriate troubleshooting solutions.
- Assisted customers with troubleshooting for internet, telephone, and TV cable services, resolving 1,200+ technical issues monthly.
- Educated customers on troubleshooting procedures and service features, contributing to a 25% reduction in follow-up inquiries.
- Coordinated 350+ technician appointments monthly for field support, ensuring timely resolutions to customer issues.
- Scheduled and coordinated 350+ technician appointments per month for issues requiring field support.
- Maintained accurate customer and service records while facilitating communication between customers and technical teams.
Party Host - JOLLIBEE - Quezon City, Metro Manila
(2018-08 - 2022-07)
- Delivered comprehensive customer service from initial inquiry to event completion, fostering positive customer experiences.
- Planned and executed children's events by managing customer requests and coordinating event details and on-site requirements.
- Collaborated with team members to coordinate logistics, schedules, and event flow.
- Coordinated with team members to manage logistics, schedules, and event flow, ensuring seamless execution.
