2013
Bachelor of Science in Computer Science
Bicol University
More Info About Me
Hi, I'm Lynjoy, 31 years old, married, with 9 years of work experience in the BPO industry as a technical and customer support representative. I have a sense of accuracy and attention to detail. I can do a multi-tasking job. I have excellent computer and technical skills. I am organized and with time management abilities.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2019
-
2022
Datacom IT Systems
(Cloud Services Support Engineer Level 1)
• Assist customers with activation and set up of their Office 365 products and services
• Assisting customers with email migration to Office 365
• Provides technical support for any issues within Office 365
• Validation of the customer’s entitlement for support
• Logging all customer incidents upon receipt into the approved case management system
• Providing support to customers by:
➢ Providing a timely and clear indication of the nature of the incident
➢ Communicating what steps will be taken to attempt to resolve the incident
➢ Setting the customer’s expectation on what the estimated time to resolve the issue is
➢ Providing any potential short-term alternatives or workarounds to the customer
➢ Making reasonable efforts to ensure the customers understand the information they have been
provided
➢ Resolving customer incidents wherever possible; and
➢ Escalating customer incidents to Tier 2, where not able to be resolved by Tier 1
2013
-
2019
Convergys/Concentrix Philippines
(Technical Support Representative)
● Updates and manages team mates’ cases to make sure all customer’s issues are addressed real time. This is also to help them lower down the number of billing tickets they are handling.
● Assign cases to agents to make sure that all tickets are handled and provided with resolution.
● Give feedback to case owner whenever there is an opportunity for them of what they could have than better.
● Give feedback if the initial resolution provided is incorrect.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.