2011
Associate in Computer Technology
ICCT Colleges
More Info About Me
With over seven years in technical support roles and a solid year specializing in RingCentral VoIP services, I bring experience in customer assistance and issue resolution. My background includes:
● RingCentral Technical Support: I specialize in VoIP account management and troubleshooting, handling complex issues to ensure seamless client communication. My focus is on resolving technical problems efficiently and enhancing user satisfaction.
● Product Support Representative: With over two years of experience, I have honed my skills in assisting customers with various inquiries through calls, emails, and chats. I excel at patiently troubleshooting issues with non-technical users across multiple platforms, including online browsers and mobile applications (Android and iOS).
● Telco Technical Support: My seven-year tenure in the telecom sector has deepened my understanding of technical support within the BPO industry. I've learned that while the customer may sometimes be wrong, treating them with respect and professionalism is crucial for effective service.
I am committed to continuous learning and providing exceptional support, and I’m always eager to connect with others in the field or discuss advancements in technology and customer service.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2023
-
2024
RingCentral
(T1 Voice and Web Support)
● Apply knowledge of RingCentral services, VOIP technology, and networking hardware and software.
● Provide technical support to RingCentral's customers.
● Troubleshoot and repair RingCentral solutions.
● Understand the network architecture required to support RingCentral's VoIP services.
● Recommend network hardware, software, and design elements.
● Answer technical questions, solve technical problems, and suggest appropriate workarounds.
● Provide quick and accurate handling of support interactions - phone, chat, screen sharing, and email.
● Handle and resolve customer inquiries, questions, complaints, and billing concerns with the highest
degree of courtesy and professionalism, utilizing all available resources given to Tier 1 representatives.
● If the issue is beyond our training and scope of responsibility, offer alternative solutions to resolve the
customers' concerns.
2020
-
2023
PressReader PH
(Product Support Representative)
● Manage inbound and outbound questions from users about the platform in a courteous
and accommodating manner through Voice, Email, and Chat.
● Patiently troubleshoot issues with non-technical customers using the online reader in various Internet
browsers and Android and iOS applications.
● Oversee and listen to customer complaints and promptly provide alternative, educated solutions for
resolution.
● Provide administrative support to the US counterparts, including scrubbing, sorting, categorizing, and
verifying data sets.
● Provide back-office support to schools to ensure proper distribution and management of book access to
students and spot technical issues early on.
● Perform other tasks assigned by the management.
2015
-
2016
TPG ORCHID CYBERTECH SERVICES INC.
(HELPDESK)
● Provide troubleshooting and technical support via telephone and email quickly and professionally.
● Diagnose, and resolve technical issues and improve service performance by identifying problems;
researching solutions; and guiding customers through corrective steps.
● Log calls into a ticketing system, escalate unresolved issues to appropriate departments; follow up to
ensure timely resolution and customer satisfaction.
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.