Anna Krisseth Toledo
Level 2 Technical Support And Customer Support
Imus, Cavite
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Level 2 Technician
Foundever
Alabang
05.2022 - 02.2024
- Manages over 40 customers per day through calls, chat and email.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Identifies product from professional speakers, home speakers, vintage AVR and gaming headset.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Identifies warranty related concerns and eligibility based on business guidelines.
- Reports and identifies products and app related concerns to products specialist.
- Configured systems according to prescribed software and application for gaming headset.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to customer inquiries and provided technical assistance over phone and product recommendations.
- Monitored system performance to identify potential issues.
Technical Support Representative
Concentrix
Alabang
07.2021 - 04.2022
- Managed over 20 customer calls per day.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to NBN services technical support needs.
- Documented support interactions for future reference.
- Responded promptly to incoming sales leads and requests for technical support.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Used ticketing systems to manage and process support actions and requests.
Billing and Sales Support
VXI Global Holdings
Pasay City
04.2018 - 06.2021
- Manages over 40 calls in daily basis.
- Manages premium account holder concerns for combined account billing, product upsell, customer service and changes
- Processed payments and applied to customer balances.
- Researched accounts and completed due diligence to resolve account changes for TV, internet and mobile service.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Used probing techniques to determine sales opportunity and product recommendation based on customer needs.
- Handles basic troubleshooting for TV, internet and mobile services.
- Schedules technician visit for service issues and moving customers.
Trainer
IQor
Dasmariñas City
05.2014 - 04.2018
- Managed over 20 new agent per class and 2 call center sites for up-training.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Monitored participant workflow and behaviors throughout training process.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Contributed to reductions in employee turnover by revamping training programs.
- Tracked attendance and evaluated progress for assigned trainees.
- Identified and recommended staff for key positions and departments.
- Introduced standardized training for cohesive learning environments such as up-training and refresher
Customer Care Agent
Alorica
Quezon City
11.2012 - 04.2014
- Managed over 30 customer calls per day.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Logged call information and solutions provided into internal database
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained and managed customer files and databases.
Education
Bachelor of Science - Education
Leyte Normal University
Tacloban, Leyte 04.2001 -
Skills
Technical Support Expertise
Accomplishments
- Collaborated with team of 7 in the development of Quickview introduction and training during tools transition for both Laguna and Dasmariñas iQor sites.
- Achieved 92% training effectivity through payment errors up-training effectively helping 2 sites with customer satisfaction increase on payment related concerns.
- CXperts winner for Foundever Philippines for 1st quarter of 2023
Certification
Peak Performance Coaching
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Level 2 Technician
Foundever
05.2022 - 02.2024
Technical Support Representative
Concentrix
07.2021 - 04.2022
Billing and Sales Support
VXI Global Holdings
04.2018 - 06.2021
Peak Performance Coaching
12-2017
Trainer
IQor
05.2014 - 04.2018
Customer Care Agent
Alorica
11.2012 - 04.2014
Bachelor of Science - Education
Leyte Normal University
04.2001 -
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