Technical Support & Social Media Specialist
Cagayan
I am a reliable and detail-oriented professional with 5 years of experience as a technical support representative, handling high-volume inbound calls, resolving customer concerns, providing technical assistance, and scheduling field technician visits based on customer needs and availability. I also have experience as a social media poster and lead generation specialist, where I developed strong skills in communication, organization, multitasking, data entry, customer engagement, and attention to detail. I am comfortable working independently, following instructions, managing multiple tasks, and meeting deadlines. I am committed to delivering quality work, maintaining professionalism, and providing reliable support to every client I work with.
Telus, full_time
Mar 2013 to Jun 2013
Provided technical support to TELUS customers (Canadian) experiencing DSL internet connection issues, performing comprehensive troubleshooting and resolving connectivity concerns. Coordinated and dispatched field technicians when issues could not be resolved remotely after exhausting all available troubleshooting steps. Key responsibilities included handling high-volume inbound customer calls, diagnosing internet connectivity problems, guiding customers through technical troubleshooting, documenting service issues, scheduling and dispatching field technician visits, and providing clear updates regarding service appointments. Maintained professionalism and accuracy while handling multiple customer concerns in a fast-paced environment, ensuring issues were properly documented and escalated when necessary.
Sutherland Global Services, full_time
Apr 2011 to Mar 2013
Provided technical support to US customers across the East Coast experiencing POTS (Plain Old Telephone Service) and data service issues. Performed troubleshooting to identify and resolve phone and data connectivity problems while providing clear and professional customer assistance. Created and updated service tickets with accurate troubleshooting details, documented customer concerns, and escalated unresolved issues when necessary. Managed multiple technical support cases in a fast-paced environment while maintaining accuracy and excellent customer service.
Teleperformance, full_time
Oct 2007 to Mar 2011
Provided technical support to US customers experiencing DSL internet connection issues. Performed comprehensive troubleshooting to diagnose and resolve connectivity problems, including checking equipment, connection settings, and service-related issues. When issues could not be resolved remotely after exhausting all troubleshooting steps, coordinated and dispatched field technicians to the customer's location. Handled high-volume inbound calls, documented customer concerns and troubleshooting results, scheduled service visits, and provided clear updates to customers throughout the process. Maintained accuracy and professionalism while resolving technical issues and ensuring customers received the appropriate support.