Andonie Macairap

• Demonstrated adaptability in handling diverse technical environments, including various software and platform configurations.
• Participated in regular team meetings to review performance metrics, discuss improvement strategies, and set goals for continued success.
• Collaborated with cross-functional teams to address recurring customer issues and implement long-term solutions.
• Contributed to increased product reliability by identifying trends in customer issues and reporting software bugs to development teams.
• Resolved complex technical issues for customers, resulting in enhanced product usability and functionality.

October 2018 to August 2020 - Technical Support Representative

• Improved customer satisfaction by providing timely and accurate technical support for various software issues.
• Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.

August 2020 to February 2024 - Subject Matter Expert

• Mentored junior team members, contributing to their professional growth and development.
• Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
• Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
• Acted as an escalation point for complex customer inquiries and complaints.
• Improved team morale and motivation through positive reinforcement and team building activities, resulting in improved team performance.
• Promoted a culture of continuous improvement, regularly reviewing and refining QA processes and methodologies.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Provided technical support for end-users and resolved escalated technical issues.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Negotiated pricing and terms with customers to maximize profitability and customer retention.
• Analyzed customer feedback surveys to identify trends and improve customer experience.