2014
University of the Cordilleras(Baguio City)
Bachelor of Science in Information Technology (BSIT)
More Info About Me
Hello! My name is Ryan James. I'm a motivated, hard-working person who doesn't back down from a task. I have a strong work ethic and the know-how to complete the task at hand. I consider myself to be an honest and straightforward individual who doesn't believe in misleading other people and tries to be fair in everything I do.
With ten years of experience in the BPO sector and 4 years experience working from home, I already have outstanding problem-solving, communication, customer service, multitasking, and time management abilities. I believe that I am qualified to offer my potential clients top-notch assistance.
My Skills and Competencies
Data Entry
Customer Service
Bookkeeping
Xero Bookkeeping
Technical Support
General Virtual Administrative Assistance
Certificates
My Experience and Education
November 2021
-
January 2024
Concentrix Philippines
(Advisor II, Technical Support)
- provides customer service support and resolution of non-routine problems regarding client's products or services.
- Handle customers asking for supervisors.
- Coordinate with clients of the company(Samsung Australia) for special task like sending parts to retailers all across Australia
- Locate and book technician visit for product repairs or product optimization and tutorials for customers
- Identify and escalate priority issues per client specifications and redirect problems to appropriate resources.
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
- Follow up and make scheduled callbacks to customers where necessary
- Stay current with system information, changes and updates
August 2018
-
October 2021
Concentrix Philippines
(Advisor I, Technical and Sales Support Specialist(Chat/calls))
- Works with customers all across Australia who have complaints, orders, or require information about products/services purchased from the organization.
- Informs and guides customers to buy an advanced or better version of a product or service the customer is presently using or intends to buy.
January 2018
-
July 2018
Sitel Philippines(Foundever)
(Learning Specialist (TRAINER/TEAM LEADER))
- Support the Operation team by providing development refresher and up-trainings
- Train new hires of the company/account and cross training classes
- Provide direction in finding creative solutions for the training and development of people through a variety of learning methods including mentoring and coaching
- Design learning strategies to fill needs as identified through analysis and in partnership with Quality Team
July 2017
-
December 2017
Sitel Philippines(Foundever)
(Subject Matter Expert(SME))
- Providing assistance and answer inquiries from Tier 1 and Tier 2 agents.
- Floor support.
- Facilitates training/refreshers.
July 2016
-
June 2017
Sitel Philippines(Foundever)
(Level 2 Technical Support)
- Handle escalation calls from level 1 agents.
- Assists customers with more advanced troubleshooting steps.
April 2014
-
June 2016
Sitel Philippines(Foundever)
(Level 1 Technical Support)
- Assist customers across the United states to troubleshoot their electronic devices
- Gather customer’s information and determine the issue by evaluating and analyzing the
symptoms.
- Research required information using available resources
- Follow standard processes and procedures.
My Services
Customer Support
Resolve concerns, guide users, and ensure satisfaction.
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.