ANNA GABRIELLE CARVAJAL
FIRST LINE SUPPORT ANALYST
City Of San Jose Del Monte Bulacan
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
First Line Support Analyst
ATOS Information Technology Inc.
05.2021 - Current
- Effectively managing end-user requests by evaluating their requirements and offering appropriate assistance or resolutions
- Proficiently addressing escalated tasks
- Serving as a primary point of contact in Escalations to aid service users in acquiring information, permissions, or other services
- Promptly resolving issues by initiating an Incident or Request Ticket through outbound calls, emails, chats, or the end-user portal
- Escalating unresolved issues to a higher tier of support when necessary
- Providing technical support (remote and desk side), responding to queries from internal end users in an office environment, and troubleshooting Tier 1 technical issues related to Windows desktop OS, proprietary software, virtual desktops, mobile OS, printers, and other IT systems or hardware
Customer Service Representative
ALORICA
06.2020 - 04.2021
- Respond to phone calls and emails, handle customer queries and complaints, and guide customers through basic troubleshooting or setup procedures
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Processing orders, forms, applications, and requests
- Ensure customer satisfaction and provide professional customer support
Customer Service Representative
TELETECH
02.2020 - 06.2020
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
Technical Support Representative
TELEPERFORMANCE
08.2019 - 01.2020
Customer Service New Associate
ACCENTURE INC.
08.2017 - 04.2019
Education
DIPLOMA - OFFICE MANAGEMENT TECHNOLOGY
Polytechnic University of The Philippines
Manila, Metro Manila, Philippines 01.2012 - 01.2015
Skills
Ticket management
Application support
Hardware diagnostics
Escalation procedures
Customer service
Technical issues analysis
Desktop support
Timeline
First Line Support Analyst
ATOS Information Technology Inc.
05.2021 - Current
Customer Service Representative
ALORICA
06.2020 - 04.2021
Customer Service Representative
TELETECH
02.2020 - 06.2020
Technical Support Representative
TELEPERFORMANCE
08.2019 - 01.2020
Customer Service New Associate
ACCENTURE INC.
08.2017 - 04.2019
DIPLOMA - OFFICE MANAGEMENT TECHNOLOGY
Polytechnic University of The Philippines
01.2012 - 01.2015
Similar Profiles
JYOTI CHOUDHARYJYOTI CHOUDHARY
Sr. Salesforce Developer at Atos Information technologySr. Salesforce Developer at Atos Information technology
Rose Ann VictorinoRose Ann Victorino
Service Desk Operations Manager (Level 2) at Atos Information Technology IncService Desk Operations Manager (Level 2) at Atos Information Technology Inc
Nichole Kaye PopanesNichole Kaye Popanes
First Line Support Analyst at ATOS Information TechnologyFirst Line Support Analyst at ATOS Information Technology