ARGIE D. GARZON
Pasay City,00
Overview
4
4
years of professional experience
Work History
Customer Service Representative (CSR) / Agent / Technical Support / Subject Matter Expert
Alorica Teleservices, Inc.
04.2023 - Current
- Agent Support and Mentorship: Provide real-time assistance to agents who encounter complex customer issues or questions that fall outside standard operating procedures.
- Knowledge Management: Develop, write, and maintain training materials, help guides, and the internal knowledge base used by the support team.
- Issue Resolution and Escalation: Handle advanced or escalated customer complaints and ensure that recurring problems are addressed by senior management or relevant departments.
- Process Improvement: Analyze current workflows and performance data (like First Call Resolution rates) to identify inefficiencies and recommend solutions or system upgrades.
- Training and Quality Assurance: Assist with the design and delivery of training programs for new and existing employees and participate in quality assurance and calibration sessions to ensure consistent service standards.
- Collaboration: Work with cross-functional teams, such as product development or IT, to represent customer needs, validate new features, and ensure that technical solutions meet business requirements.
- Fact-Checking and Validation: Ensure all information and deliverables meet technical requirements, company policies, and best practices.
Customer Technical Support Representative
iQOR
Bacolod City
10.2022 - 01.2023
- Respond to Inquiries: Promptly respond to customer inquiries and support requests via phone, email, live chat, or in-person interactions.
- Troubleshoot and Diagnose: Identify and analyze the root cause of technical issues, which can range from simple password resets to complex network problems.
- Guide Users: Walk customers through step-by-step solutions or workarounds in a clear, concise manner, often using remote desktop applications to assist directly when necessary.
- Document Interactions: Maintain detailed, accurate records of customer interactions, reported problems, and resolutions in a CRM or ticketing system to build a knowledge base for future reference.
- Escalate Issues: Forward complex or unresolved issues to senior technical teams, specialized specialists, or product development departments when necessary.
- Install and Configure: Assist with the installation, configuration, and testing of hardware and software, ensuring compatibility and proper functionality.
- Provide Feedback: Collaborate with internal teams to communicate customer feedback and recurring issues, contributing to ongoing product improvement.
- Maintain Product Knowledge: Stay up-to-date with the latest product knowledge, technology trends, and updates to provide effective support.
Customer Service Representative
Transcom
02.2022 - 10.2022
- Assists with overall operation of the organization’s billing department.
- Post payments timely on the database.
- Update account statements generate financial reports, release invoices and resolve account discrepancies which involve refunds, credits and waiving miscellaneous fees.
- Resolving customers billing complaints by performing activities such as exchanging merchandise, refunding money and adjusting bills.
Customer Service Representative (CSR)
Panasiatic Call Center Solutions
- Key functions include: Diagnosing and troubleshooting issues.
- Guiding users through step-by-step solutions.
- Documenting customer interactions and resolutions.
- Escalating complex problems to specialized teams.
- The role requires strong problem-solving, communication, and technical skills to ensure a positive customer experience.
Timeline
Customer Service Representative (CSR) / Agent / Technical Support / Subject Matter Expert
Alorica Teleservices, Inc.
04.2023 - Current
Customer Technical Support Representative
iQOR
10.2022 - 01.2023
Customer Service Representative
Transcom
02.2022 - 10.2022
Customer Service Representative (CSR)
Panasiatic Call Center Solutions