Bryan Remeticado
Tagum City, Davao Del Norte
Summary
Experienced in providing end-user support, diagnosing technical issues, and resolving problems to ensure seamless operation and user satisfaction. Proficient in maintaining detailed documentation and generating reports to track performance metrics and identify areas for improvement. Possess strong analytical thinking and problem-solving skills, enabling the identification of underlying issues and the implementation of effective solutions to complex technical challenges.
Overview
5
5
years of professional experience
Work History
Junior Network Analyst
Conectys
Davao City
03.2017 - 02.2020
- Technical Support Delivery & Issue Resolution: Provided comprehensive technical support to hotel guests, utilizing call distribution software for remote assistance and troubleshooting. Diagnosed and resolved hardware and software issues related to internet connectivity and network matters.
- Priority Issue Management & Team Collaboration: Identified and escalated priority issues as per client specifications, ensuring immediate resolution. Collaborated with team members to optimize service delivery and prioritize tasks effectively.
- Technical Analysis & Documentation: Conducted efficient technical analysis and troubleshooting to resolve network-related issues, enhancing system performance and minimizing downtime. Maintained meticulous records of customer interactions and technical issues, generating reports to track service metrics and contribute to ongoing process improvement initiatives.
Customer Service Representative
IBEX Global Davao
Davao City
02.2016 - 02.2017
- Efficient Call Management: Successfully managed large volumes of inbound and outbound calls within specified timeframes, ensuring timely responses to customer inquiries and issues.
- Customer Needs Assessment: Identified customers' needs and concerns by actively listening and engaging in dialogue. Clarified information, researched complex issues, and provided effective solutions or alternatives to ensure customer satisfaction.
- Opportunistic Upselling: Seized opportunities to upsell products or services by understanding customers' preferences and offering relevant solutions during interactions, contributing to revenue generation goals.
Chat Support Consultant
Sutherland Global Services
Davao City
12.2014 - 01.2016
- Customer Inquiry Resolution:
Engaged with customers in real-time via chat platform, providing accurate assistance on product inquiries, order status, and platform navigation, exceeding expectations consistently. - Package Tracking Expertise:
Guided customers through package tracking using internal systems, ensuring transparency and resolving delivery issues promptly, enhancing overall customer satisfaction. - Dispute Mediation and Resolution:
Facilitated fair resolutions between buyers and sellers, employing diplomacy and negotiation skills to mitigate disputes effectively and maintain platform integrity.
Education
Bachelor of Science - Information Technology
UM Tagum College
Mabini St, Tagum, Davao Del Norte, 8100Skills
- End-user Support
- Documentation and Reporting
- Analytical Thinking
- Problem-Solving
Timeline
Junior Network Analyst
Conectys
03.2017 - 02.2020
Customer Service Representative
IBEX Global Davao
02.2016 - 02.2017
Chat Support Consultant
Sutherland Global Services
12.2014 - 01.2016
Bachelor of Science - Information Technology
UM Tagum College
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