Charlon Canales
Mandaue
Summary
Motivated and driven individual with a solid background in Training and Customer Support. Skilled in providing technical and customer service voice and non-voice support, consistently achieving exceptional performance and offering innovative solutions. Seeking to utilize and expand my skillset. Proficient in executing projects and tasks with limited resources. Possess strong problem-solving, leadership, and communication skills, as well as expertise in class handling, learning and development facilitation, and content development. These qualities have been honed through experience as a Trainer, Program Support, and other positions.
Overview
14
14
years of professional experience
Work History
Customer Support Coordinator
Xplor
03.2022 - 01.2023
- Assisted School Administrators, Educators, and Parents via Chat Support
- Helped Clients with any Software/Program concerns
- Assisted with Billing concerns, Financial Adjustment, and statement breakdown
- Took Calls from Clients to help the Talk Team
- Adhered to company policies, procedures and system documentation requirements.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Served as a key liaison between Parents and internal departments(Admins), facilitating timely resolutions for urgent matters.
SME
Tribute.co
03.2020 - 10.2022
- Provided Chat and Email Support and solving issues in a Timely manner
- Helped customers in organizing their Tribute (Montages)
- Assisted organizers with minor requests for Tribute video editing
- Helped participants in making video submissions
- Assisted Leads in managing the Team
- Assigned tasks by Team Lead
- Answered rep inquiries and helped with troubleshooting
Clinic Assist
Juvly
04.2020 - 08.2020
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked well in a team setting, providing support and guidance.
Senior Trainer
TechMahindra
05.2019 - 08.2019
- Evaluated training needs to improve training quality.
- Oversaw day-to-day functions of training department.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
Specialist II - Debit Card Fraud Prevention
JP Morgan Chase and Co.
06.2016 - 05.2019
- Resolved complex issues with innovative problem-solving techniques.
- Delivered high-quality results by adhering to best practices and standards.
- Improved customer satisfaction by efficiently resolving complex issues related to Fraudulent activities on their accounts
Trainer - Multiple Lines of Business and Programs
Convergys Phils./Stream Global Service Phils.
12.2012 - 06.2016
- Fostered a positive learning environment through supportive coaching.
- Collaborated with management to identify training needs.
- Conducted Side-by-Side sessions by listening to calls, observing agents, and providing real-time feedback and coaching
- Certified to handle Microsoft Programs, including:
- Conducted needs assessments to tailor training programs.
- Primary Trainer (POC) for MS Store Post Sales
- Trainer Surface Universal Chat
- Trainer Surface North America/ANZ/Latin America/APAC - Voice
- Trainer MS Xbox AOC (North America) Hardware/Universal - Voice
- Trainer MS Xbox ANZ Universal - Voice
- Trainer MS Xbox Universal Chat
- Trainer Fingerhut North America - Sales Account
- Handled New Hire Classes for all certified accounts
- Conducted Recursive trainings for updates and new launches
- Created Decks/Modules in partnership with Operations/Productions for bottom performers with communication challenges
- Facilitated Sales training mandated by clients
TSR 2 / CSP 3 - Microsoft Store
Stream Global Services
11.2012 - 12.2012
- Aided Microsoft customers interested in acquiring/purchasing Microsoft products mainly Windows 8
- Assisted customers with program/app installations, order processing, refunds, and technical errors
Technical Support Rep 2 - Microsoft Xbox AOC Chat Queue
Stream Global Services
09.2012 - 11.2012
- Answered inbound chat queue in support of customer needs
- Provided customer service related queries like refund and billing concerns
- Provided technical support assistance to customers with issues on Xbox consoles
Technical Support Rep 2 / Customer Service Rep - Microsoft Xbox AOC Voice
Stream Global Services
07.2011 - 07.2012
- Answered inbound calls in support of customer needs
- Provided customer service related queries like refund and billing concerns
- Provided technical support assistance to customers with issues on Xbox consoles
Technical Support Representative 2 / Intuit ProPrem
Stream Global Services
11.2009 - 07.2011
- Provided technical support for Intuit's accounting software customers
- Answered inbound calls in support of customer needs
- Resolved software-related issues
Technical Support Representative / AT&T Uverse
Sutherland Global Services
11.2008 - 11.2009
- Answered inbound calls in support of customer needs
- Provided technical support for customers having issues with their Internet service, cable TV service, and Internet phone (VOIP)
- Promoted to an Ambassador position after almost 6 months of being an agent
- Handled Phoenix, a pilot team where bottom performers of a specific cluster are moved in to give more focus and attention on their performance
- Spearheaded the Blue Bear Project that sought to improve the quality of agents the Phoenix program will produce
- This proved to be effective as it made the team number 1 for the duration of the program
Education
Bachelor of Science - Major in Marketing
Holy Cross of Davao College
03.2006
Skills
- Excellent written and verbal communication skills, with an eye for detail Successfully led a team project that improved customer satisfaction by 20%
- Extremely productive in a high volume, high stress environment
- Proficient in the English Language
- Self-starter with a 'can do' attitude
- Training and mentoring
Timeline
Customer Support Coordinator
Xplor
03.2022 - 01.2023
Clinic Assist
Juvly
04.2020 - 08.2020
SME
Tribute.co
03.2020 - 10.2022
Senior Trainer
TechMahindra
05.2019 - 08.2019
Specialist II - Debit Card Fraud Prevention
JP Morgan Chase and Co.
06.2016 - 05.2019
Trainer - Multiple Lines of Business and Programs
Convergys Phils./Stream Global Service Phils.
12.2012 - 06.2016
TSR 2 / CSP 3 - Microsoft Store
Stream Global Services
11.2012 - 12.2012
Technical Support Rep 2 - Microsoft Xbox AOC Chat Queue
Stream Global Services
09.2012 - 11.2012
Technical Support Rep 2 / Customer Service Rep - Microsoft Xbox AOC Voice
Stream Global Services
07.2011 - 07.2012
Technical Support Representative 2 / Intuit ProPrem
Stream Global Services
11.2009 - 07.2011
Technical Support Representative / AT&T Uverse
Sutherland Global Services
11.2008 - 11.2009
Bachelor of Science - Major in Marketing
Holy Cross of Davao College
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