2014
Bachelor of Science in Information Technology
University of Pangasinan
More Info About Me
Hey, there! I am passionate about making a positive impact by assisting and supporting others. With a background in Customer Service and as a Subject Matter Expert, I have honed my skills in providing top-notch assistance and ensuring customer satisfaction. Whether it's addressing queries or resolving issues. In addition, I make travel itineraries, ensuring memorable and stress-free journeys. As a dedicated Virtual Assistant, I am committed to using my broad skill set in doing a variety of tasks, enhancing efficiency, and contributing to the success of those I work with. Join me on this journey and let's achieve great things together!
My Skills and Competencies
Customer Support Representative
Technical Support Representative
Subject Matter Expert
Amazon Expert
Data Entry
Certificates
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My Experience and Education
March 2021
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Current
SupportNinja
(Customer Support Representative)
• Documented customer interactions in computer system and assisted cross-functionally with ordering, billing and technical support to deliver high-quality customer service.
• Connected with customers to address questions and resolve issues through chat and email.
• Assisted customers by providing tracking information and resolving shipping issues.
• Assisted customers with product selections.
• Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
• Recommended products that would meet customer needs.
2017
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2020
Sutherland Global Services Inc.
(Subject Matter Expert)
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
• Assist agents on how to handle customer concerns properly. Provide updates, appropriate resolutions to agents.
• Coached non-voice (chat and email) team on handling their contacts to minimize or avoid negative responses from customers. Make sure to provide a first contact resolution.
• Handled escalated contacts (phone, chat and email) from customer and technical support representatives.
• Handled scheduled breaks of agents and made sure SL is met
2014
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2017
Sutherland Global Services Inc.
(Customer Service Representative/Technical Support Representative)
• Provided primary customer support through phones, chat and email.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Recommended products to customers, thoroughly explaining details.
• Updated account information to maintain customer records.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Provided primary customer support through phones, chat and email.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Recommended products to customers, thoroughly explaining details.
• Updated account information to maintain customer records.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Assist customers through chat and email on their technical-related issues on their computer, mobile phones and all types of Kindle device.