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
Customer Service
Sales
Billing
Coaching
Call Calibration
Incident Management
System Diagnostics
Application Installations
Technical Support
User Training
Remote Support
Mobile Fleet Management
Inventory Control Systems
Helpdesk Services
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 -