CONVERGYS PHILIPPINES SERVICE CORPORATION December 2003 – January 2012
Senior Customer Service Specialist • Provided clients with excellent technical support (TV, STB, DVR settings and configurations, internet and wireless connectivity, basic PC troubleshooting for LAN networks, browser and email configurations, VOIP troubleshooting) • Supported setup of audio and visual cables • Assisted clients on their billing concerns and processed order upgrades • Provided escalation approvals within the team
Customer Service & Problem Resolution Representative II • Acted as Officer-in-Charge in the absence of the Team Leader, demonstrating strong leadership by focusing on the team objectives and fostering a positive team environment • Corroborated technical knowledge and people-handling skills by assisting newly trained agents during their transition period • Provided clients with excellent technical support (Internet connectivity, email settings, wireless connections, browser settings and basic LAN troubleshooting) • Actively participated in client continuous trainings • Processed TKS deviations, Escalation Approvals, OTs and other exemptions through the use of Digital Solution Tool
SOFTWARE VENTURES INTERNATIONAL (SVI) – Philippines January 20, 2003 – September 16, 2003
Call Center Agent (Outbound) • Offered online yellow pages to American customers over the phone • Enhanced selling skills and further practiced assertiveness
CARDCRAFT PHILIPPINES, INC. June 2002 – December 2002 (Contractual Basis)
Data Encoder / Secretary
• Encode, check and review a variety of data for accuracy, completeness and conformity to established standards and procedures. • Typing business letters, memos & reports as required. • Maintains efficient filing system. Perform other duties related to the office matters.
Eductation
AMA Computer College Makati City, Philippines Bachelor of Science in Computer Science (1998 – 2002)
Certification
*Completed the Recruitment Internship Program on August 2004
