Andonie F. Macairap
Taguig City
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
9
9
years of professional experience
Work History
Technical Support Representative
TELUS International Philippines
10.2018 - 02.2024
- 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.
- 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.
- 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.
Customer Service Representative
Convergys Philippines Services Corporation
08.2015 - 08.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Researched and resolved customer billing disputes, resulting in improved customer satisfaction and retention.
- Provided technical support for end-users and resolved escalated technical issues.
- Negotiated pricing and terms with customers to maximize profitability and customer retention.
- Analyzed customer feedback surveys to identify trends and improve customer experience.
Education
Associate of Business Administration -
AMA Computer Learning Center
San Jose, Province Of Nueva Ecija, Philippines03.2015
Skills
- Customer Service Expert
- Technical Support
- Analytical and Methodical
- Online Chat Support
- Ticket Management
- Friendly and Patient
- Ability to multitask
- Ability to Work in a Team
Timeline
Technical Support Representative
TELUS International Philippines
10.2018 - 02.2024
Customer Service Representative
Convergys Philippines Services Corporation
08.2015 - 08.2018
Associate of Business Administration -
AMA Computer Learning Center
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