Alfred Ivan Abueg
Rosario
Summary
Highly skilled and seasoned Technical Support Specialist and Customer Service Representative with over a decade of experience. Proven ability to deliver exceptional service, effectively resolve complex technical and customer-related issues and cultivate enduring client relationships. Proficient in leveraging a wide range of CRM platforms, including ServiceNow, Gorgias, and Shopify, to optimize support workflows and enhance customer satisfaction. Expertise in managing order fulfillment integrations with platforms like Shipfusion. Adept at utilizing the Microsoft Office Suite (Word, Excel, PowerPoint) for comprehensive reporting, data analysis, and professional presentations. Known for an empathetic communication approach, ensuring positive customer experiences and fostering long-term loyalty.
Overview
14
14
years of professional experience
Work History
Chat Support Specialist
ARMRA Colostrum / Magic (Virtual Assistant Agency)
09.2024 - 12.2024
- Responding to customer inquiries: Addressing questions, resolving issues, and providing information about products or services in real time.
- Troubleshooting problems: Diagnosing and resolving product-related issues such as adverse and non–adverse effects of colostrum intake.
- Guiding customers: Assisting customers with navigating websites or applications.
- Providing product/service information: Explaining features, benefits, and usage.
- Maintaining a positive customer experience: Ensuring customer satisfaction through polite, efficient, and helpful communication.
- Documenting interactions: Keeping records of customer conversations and issues.
- Escalating complex issues: Identifying and transferring difficult problems to appropriate departments.
- Workload: I consistently managed a daily volume of 20-30 chat inquiries
IT Service Desk Representative
Stefanini IT Solutions
02.2023 - 08.2024
- IT Service Desk representative responsible for software concerns (I.E
- Microsoft o365, software download from Microsoft Azure, and basic computer troubleshooting) for students of DeVry University USA
- Responsible for software troubleshooting and hardware replacement of university Professors and office workers of DeVry University
- Engaged in user support interactions via telephone, chat and email platforms.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
Customer Service Representative
Amazon
05.2019 - 04.2022
- Assists customers regarding refunds, package status, and account security
- Been a part of the Amazon Kaibigan project as an SME for new hires from September 14 – 25, 2020
- Became a participant of the Thrive project by Amazon MNL12 which covers both topics for those aspiring to be either a part of leadership for operations or training from April 5 – 30, 2021
Customer Service Representative
Convergys
04.2018 - 02.2019
- Assists North American customers mainly with their billing and subscription length with DISH
- Also tasked with retaining customers through offering deals outside the usual pricing range of DISH subscriptions
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Call Volume: My daily call volume averaged between 30-45 inbound calls.
Email Support Representative
TaskUs
06.2016 - 08.2016
- Company Overview: The Wish website is a China-based online shopping platform that is like Amazon and E-bay
- Assists customers with any discrepancies about the product that they bought from the Wish website via email
- The Wish website is a China-based online shopping platform that is like Amazon and E-bay
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Daily E-mail interaction output: I diligently reviewed and responded to 50-80 emails each day, maintaining organized and detailed communication.
Dispatcher
Schneider Electric
08.2015 - 01.2016
- Tasked to dispatch Schneider-certified technicians for any installation and maintenance of Schneider-related products (i.e., data centers, battery packs, solar panels)
- This also includes basic network troubleshooting and ticket raising if the client's problem cannot be solved over the phone conversation
- Directed dispatching, routing, and tracking of 4 Schneider-certified technicians inter-state.
Customer Service Representative Telstra
Teleperformance
04.2013 - 01.2014
- Assists Australian customers with their billing inquiries and any discrepancies involving excess charges and recommends packages that would cover both their data and phone usage
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Call Volume: My daily call volume averaged between 30-45 inbound calls.
Customer Service Representative
Conduent
06.2012 - 03.2013
- Discusses with customers the coverage of their Humana health card and assists medical professionals (doctors and secretaries) about the amount of their claims from conducting medical procedures on their patients covered by the Humana brand
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Call Volume: My daily call volume averaged between 30-45 inbound calls.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Technical Support Representative for HP
Teletech
12.2010 - 08.2011
- Assists North American customers with any technical issues regarding their HP branded notebooks/laptops on software and hardware issues
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Call Volume: My daily call volume averaged between 20-30 inbound calls.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Education
Associate of Science -
International School of Hotel And Restaurant Management
Tirona Hwy, Habay 1, Bacoor, 4102 Cavite03.2008
Cavite Bible Baptist Academy -
Cavite Bible Baptist Academy
J. Felipe Blvd, Corner A. Del Rosario, Cavite City03.2005
Skills
- Demonstrated Leadership Experience
- Skilled in Adapting
- Proficient in Communication
- Thorough Review Skills
- Consistent Work Commitment
- Effective Team Contributor
- Strong Communication and Relationship Building
- Proficient in Problem Resolution
- Efficient Data Entry
- Proficient Language Fluency
- Effective Issue Management
- Conflict Resolution Skills
- Experienced with CRM Platforms
Personal Information
- Date of Birth: 07/05/90
- Nationality: Filipino
Cooking
Driven by a love for cooking, I'm now excited to delve into the art of baking. I'm keen to learn new techniques and recipes to broaden my culinary repertoire.
Timeline
Chat Support Specialist
ARMRA Colostrum / Magic (Virtual Assistant Agency)
09.2024 - 12.2024
IT Service Desk Representative
Stefanini IT Solutions
02.2023 - 08.2024
Customer Service Representative
Amazon
05.2019 - 04.2022
Customer Service Representative
Convergys
04.2018 - 02.2019
Email Support Representative
TaskUs
06.2016 - 08.2016
Dispatcher
Schneider Electric
08.2015 - 01.2016
Customer Service Representative Telstra
Teleperformance
04.2013 - 01.2014
Customer Service Representative
Conduent
06.2012 - 03.2013
Technical Support Representative for HP
Teletech
12.2010 - 08.2011
Associate of Science -
International School of Hotel And Restaurant Management
Cavite Bible Baptist Academy -
Cavite Bible Baptist Academy
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