Sr. Quality Evaluator at Concentrix CVG Phil Inc. (2022-09 – 2023-10)
- Reviewed recorded customer service interactions to check service quality, process compliance and customer handling.
- Identified gaps in customer interactions and provided practical feedback to improve service performance.
- Conducted refresher training and coaching sessions based on process and client updates.
- Worked with operations teams to improve customer service standards and compliance.
- Maintained attention to detail when reviewing customer interactions and identifying process issues.
Policy Expert at Concentrix CVG Phil Inc. (2022-05 – 2022-09)
- Reviewed operational policies and identified areas for improvement.
- Helped implement updated policies and communicated changes to operations teams.
- Conducted huddles and side-by-side coaching to ensure employees understood procedures.
- Supported teams in handling customer and operational concerns according to established processes.
Subject Matter Expert at Concentrix CVG Phil Inc. (2021-08 – 2022-09)
- Provided floor support and real-time assistance to customer service representatives.
- Assisted with customer service issues, process questions and operational concerns.
- Supported team performance and helped ensure service targets were met.
- Conducted side-by-side coaching and learning sessions.
- Took responsibility for team support when the Team Captain was unavailable.
Deskside Support Engineer at Shell Pulau Bukom (2017-11 – 2018-12)
- Provided first-level desktop and technical support to end-users.
- Troubleshot hardware, software, connectivity and general PC issues.
- Reimaged and deployed PCs and laptops for users.
- Prepared and replaced smartcards for new and existing users.
- Assisted users with mobile email and connectivity setup.
- Provided customer-focused support while working within operational requirements.
Internet Cafe Attendant at Cyclone Internet Cafe (2014-11 – 2017-06)
- Assisted customers with computer, software and internet-related concerns.
- Troubleshot hardware and software problems and performed software installation and upgrades.
- Explained computer procedures to customers with different levels of technical knowledge.
- Maintained customer records, equipment logs and inventory.
- Managed customer computer usage and handled multiple customer requests during busy periods.
Deskside Support Engineer at Institute of Mental Health (IMH) (2012-01 – 2013-05)
- Provided on-site and off-site technical support to end-users.
- Responded to incidents and resolved technical issues within SLA requirements.
- Installed, moved, added and changed IT equipment for users.
- Installed and upgraded software based on user requirements.
- Handled technical support calls and followed established troubleshooting procedures.
- Recorded call logs, productivity information and support activities.
- Followed up with users to ensure issues were properly addressed.
Administrative Assistant at Concentrix CVG Phil Inc. (2010-04 – 2011-10)
- Provided Level 1 technical support by phone to customers in the United States.
- Assisted customers with installation, configuration and troubleshooting of Cisco-Linksys networking devices.
- Troubleshot wireless connectivity and home network issues.
- Performed remote desktop support for end-users.
- Handled inbound calls while maintaining professional and friendly communication.
- Followed troubleshooting procedures and call performance requirements.
- Focused on resolving customer concerns during the initial interaction whenever possible.
Product Support Representative at Concentrix CVG Phil Inc. (2009-03 – 2010-04)
- Handled administrative duties, customer inquiries, calls and visitor assistance.
- Maintained equipment records and asset inventory.
- Provided clerical and operational support to the team.
- Assisted customers attending Cisco training programs.
- Supported procurement and facilities-related activities.
Marketing and Operations Head at R.A. Gapuz Review Center (2007-12 – 2008-10)
- Assisted customers and reviewees with inquiries and day-to-day concerns.
- Coordinated review programs and operational activities.
- Provided technical support for desktops, laptops and computer systems.
- Maintained computer laboratory equipment and inventory.
Operations and Logistics Officer at Professional Review Network (2005-08 – 2007-12)
- Managed daily operational activities and customer requirements.
- Provided technical support to computer laboratory users.
- Maintained PCs, software updates and operating systems.
- Assisted customers with computer and research-related concerns.
- Supported marketing, administration and inventory activities.
