I began my career as a telecommunications analyst, where I examine data invoices pertaining to network performance for services like TV, internet, and phone (VOIP and utility lines). supplying analysis and suggestions to enhance network efficiency, minimize expenses, and optimize savings for every customer.
I was promoted to manager in January 2023 after putting in over a year of hard effort. In addition to managing four tea-----------mbers and coaching them, I also evaluated analysis to ensure standards were met, pinpointed areas that needed improvement, and put strategies into action to maximize savings. sustaining productivity to satisfy client expectations and guaranteeing efficient for team best practices.
5 Years and 6 months as Technical Representative Support in Teleperformance INC. at Davao City
Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue.
Explain highly technical details to customers using simple understandable terms.
Produce periodic reports of technical support operations to company management.
By building rapport with the customer by acknowledging their emotions and frustrations, I put myself in the customer's shoes.
Utilizing tools to check and understand a customer's journey Using customer-friendly terms to educate customers regarding the types of products.
Creating an escalation and closing the ticket for the resolved issue Setting clear expectations for customers to understand the troubleshooting process.
