Adele Ison
Customer/Technical Support Representative
Pateros
Summary
Detail-oriented, organized and meticulous employee. Has good work ethics. Enthusiastic team player ready to contribute to company success. Extensive experience in telecommunications, home appliance and customer service. Troubleshoots highly technical issues with ease and patience.
Overview
8
8
years of professional experience
Work History
Senior Subject Matter Expert for Technical Support
CONCENTRIX PHILIPPINES
02.2019 - 01.2024
- Assists in booking services for customer's issues that can't be resolved by basic troubleshooting
- Handling 1st level of Supervisory Calls for deescalation
- Claim creation for cases that need to be escalated for case manager's handling
- Brief coaching sessions with agents to enhance service quality and introduce new procedures and goods
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features
Customer Service Representative
TELEPERFORMANCE PHILIPPINES INC
11.2016 - 05.2018
- Answered constant flow of customer calls with billing enquiries while identifying opportunities for upselling.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
C3 CUSTOMER CONTACT CHANNEL
06.2015 - 12.2015
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Verified insurance eligibility and coverage for patients.
Technical Support Representative
HARTE HANKS PHILIPPINES
07.2013 - 07.2014
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Documented support interactions for future reference.
- Managed high levels of call flow and responded to mobile phone technical support needs.
Education
Bachelor of Science - Business Management
CENTRO ESCOLAR UNIVERSITY
Mendiola, Manila 06.1995 - 04.2001
Skills
Training and Mentoring
Educational Background
Bachelor of Science in Commerce Major in Business Management, Centro Escolar University, 03/2001, Pateros Catholic School, 03/1995, Pateros Catholic School, 03/1991
Professional References
Professional References shall be available upon request
Certification
I hereby certify that all information given are true and correct to the best of my knowledge and any fraudulent misinterpretation herein made shall be enough ground for the company to act unfavorably on my application and to be used as my basis of sanctions in the event that I am hired.
Professional Information
TECHNICAL SUPPORT REPRESENTATIVE/SME (Subject Matter Expert), 59 months, CUSTOMER SERVICE REPRESENTATIVE, 6 months, BILLING AND SALES CONSULTANT, 18 months, Proficient in Filipino & English Language, Computer Literate particularly Microsoft Office and other needed tools with training, Effective & Efficient, Works Under Pressure, Reliable, Resilient, Strong Leadership Skills, Good Team Player, Self-motivated and always willing to learn.
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Top Agent for 2022 - Earned for the highest rating in customer satisfaction for the entire year.
Timeline
Senior Subject Matter Expert for Technical Support
CONCENTRIX PHILIPPINES
02.2019 - 01.2024
Customer Service Representative
TELEPERFORMANCE PHILIPPINES INC
11.2016 - 05.2018
Customer Service Representative
C3 CUSTOMER CONTACT CHANNEL
06.2015 - 12.2015
Technical Support Representative
HARTE HANKS PHILIPPINES
07.2013 - 07.2014
Bachelor of Science - Business Management
CENTRO ESCOLAR UNIVERSITY
06.1995 - 04.2001
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