Senior Customer Service Specialist

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Education: 4

Experience: 9 years

Relocation: Yes - Internationally

Industry Experience
8 years		Customer Service

Career Objective

To get stable career and work myself up

Professional Experience

CONVERGYS PHILIPPINES SERVICE CORPORATION
December 2003 – January 2012

Senior Customer Service Specialist
• Provided clients with excellent technical support (TV, STB, DVR settings and configurations, internet and wireless connectivity, basic PC troubleshooting for LAN networks, browser and email configurations, VOIP troubleshooting)
• Supported setup of audio and visual cables
• Assisted clients on their billing concerns and processed order upgrades
• Provided escalation approvals within the team

Customer Service & Problem Resolution Representative II
• Acted as Officer-in-Charge in the absence of the Team Leader, demonstrating strong leadership by focusing on the team objectives and fostering a positive team environment
• Corroborated technical knowledge and people-handling skills by assisting newly trained agents during their transition period
• Provided clients with excellent technical support (Internet connectivity, email settings, wireless connections, browser settings and basic LAN troubleshooting)
• Actively participated in client continuous trainings
• Processed TKS deviations, Escalation Approvals, OTs and other exemptions through the use of Digital Solution Tool

SOFTWARE VENTURES INTERNATIONAL (SVI) – Philippines
January 20, 2003 – September 16, 2003

Call Center Agent (Outbound)
• Offered online yellow pages to American customers over the phone
• Enhanced selling skills and further practiced assertiveness

CARDCRAFT PHILIPPINES, INC.
June 2002 – December 2002 (Contractual Basis)

Data Encoder / Secretary

• Encode, check and review a variety of data for accuracy, completeness and conformity to established standards and procedures.
• Typing business letters, memos & reports as required.
• Maintains efficient filing system. Perform other duties related to the office matters.

Eductation

AMA Computer College
Makati City, Philippines Bachelor of Science in Computer Science (1998 – 2002)

Certification

*Completed the Recruitment Internship Program on August 2004

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