ANDREW ROLDAN CANQUE
San Fernando, Province Of Cebu
Summary
Professional technical advisor with strong foundation in troubleshooting, customer support, and technical communication. Proven track record in resolving complex issues efficiently while maintaining high standards and ensuring customer satisfaction. Excellent at collaborating with team members and adapting to changing needs to deliver impactful results. Skilled in both hardware and software support, adept at problem-solving, and focused on continuous improvement.
Overview
12
12
years of professional experience
Work History
Apple Technical Advisor
TDCX PH
08.2024 - 03.2025
- Improved first-call resolution rates through effective troubleshooting and problem-solving techniques.
- Cultivated a positive work environment by actively participating in team-building activities, sharing knowledge, and providing constructive feedback to peers.
- Established rapport with clients by actively listening to concerns and promptly addressing any questions or issues they raised.
- Resolved complex technical issues by utilizing diagnostic tools and collaborating with cross-functional teams.
Customer Retention and Complaints Specialist
Newfold Digital Philippines
10.2021 - 10.2023
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
Corporate Agent
Qualfon Philippines Inc.
05.2019 - 10.2021
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Clerk Data Entry and Precommisioning Inspector
Consolidated Contractors Company, CCC
12.2017 - 04.2019
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
Area Supervisor CBMS Project
DILG Region 7
04.2016 - 09.2017
- Provided ongoing coaching to staff members, promoting skill development and career progression.
- Oversaw daily operations to ensure adherence to company policies and procedures, maintaining consistency across all locations.
- Resolved conflicts between employees by mediating discussions that led to mutually beneficial outcomes.
- Reduced employee turnover by fostering a positive work environment and providing opportunities for professional growth.
PCOS Technician
Smartmatic
01.2016 - 07.2016
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
Urban Enumerator
DSWD Region 7
02.2015 - 12.2015
- Managed time effectively while working independently, prioritizing tasks to meet project deadlines consistently.
- Increased efficiency in data entry by accurately inputting collected information into the designated database system.
- Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose.
- Maintained accurate records of completed surveys, contact information, and other relevant data as required by the project scope.
Offshore Monitoring Supervisor
Mabuhay Fil Cement Philippines
02.2013 - 12.2013
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Education
Hardware Servicing And Programming - Computer Science
Datamex Institute of Computer Technology
Cebu City, Province Of Cebu, Philippines03-2011
Skills
- Networking fundamentals
- Software support
- Hardware diagnostics
- MacOS support
- Customer Experience (CX) Management
- Active Listening & Effective Communication
- Problem-Solving & Critical Thinking
- Conflict Resolution & Patience
- Empathy & Emotional Intelligence
- Time Management & Multitasking
- Technical Proficiency (CRM, Helpdesk Software, Chat Support, etc)
- Product & Service Knowledge
Signature Image
JOLLYBEE DEL ROSARIO
Timeline
Apple Technical Advisor
TDCX PH
08.2024 - 03.2025
Customer Retention and Complaints Specialist
Newfold Digital Philippines
10.2021 - 10.2023
Corporate Agent
Qualfon Philippines Inc.
05.2019 - 10.2021
Clerk Data Entry and Precommisioning Inspector
Consolidated Contractors Company, CCC
12.2017 - 04.2019
Area Supervisor CBMS Project
DILG Region 7
04.2016 - 09.2017
PCOS Technician
Smartmatic
01.2016 - 07.2016
Urban Enumerator
DSWD Region 7
02.2015 - 12.2015
Offshore Monitoring Supervisor
Mabuhay Fil Cement Philippines
02.2013 - 12.2013
Hardware Servicing And Programming - Computer Science
Datamex Institute of Computer Technology
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