Cheryl Cerbo
Makati
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership.
Overview
18
18
years of professional experience
Work History
Team Lead
TELUS Digital Philippines
08.2015 - Current
- Coach agents handling email and voice
- Attendance management
- KPI management
- Promote a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Manage approximately 20-30 incoming calls. Provide agents with 10 emails per hour
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted regular interviews for operations and identify agents who is fit for the program
Technical Support Representative
TELUS Philippines Inc.
06.2011 - 08.2015
- Resolution Specialist (Tier 3) Mobile Games
- Assist/Coach agents handling chat and email
- Acting POC if the Supervisor is not available
- Reports and Documentation
- Conducted in-depth analysis of recurring technical problems, contributing to long-term solutions.
- Used ticketing systems to manage and process support actions and requests.
Technical Support Representative
TELUS Philippines Inc.
08.2010 - 06.2011
- Customer Service Specialist
- Provided email/chat customer service/support for a Facebook/Mobile gaming company
- Address customer concern regarding gameplay, missing items/cash, current and known issues and basic browser and mobile app troubleshooting
- Used ticketing systems to manage and process support actions and requests.
Technical Support Specialist
TELUS Philippines Inc.
09.2008 - 07.2010
- Provide assistance/floor support to colleagues/new hires
- Troubleshooting Anti-Virus Software Installation/Performance
- Anti-Virus Software Installation/Configuration/Upgrades
- Basic Malware Handling [Detection/Removal]
Technical Support Specialist
TELUS Philippines Inc.
03.2008 - 09.2008
- - Troubleshooting Game installations/Performance issues to various media such as PC, PS3, XBOX, Wii, PSP, DS, etc
- - Basic Game Console Troubleshooting
Technical Support Representative
Advanced Contact Solutions Inc.
11.2006 - 12.2007
- - Level 2 Technical Support Specialist
- - Hardware/Software DSL installation assistance
- - DSL Connection Troubleshooting
- - Outlook/Outlook Express Configuration [POP3 Settings]
Education
Bachelor of Science - Electronics and Communications Engineering
Mapua Institute of Technology
Manila, Philippines10-2005
Skills
- Windows Operating System
- HTML Programming
- Microsoft Office
- Computer Networking
- Attention to detail
- Coaching and mentoring
Personal Information
Date of Birth: 05/27
Training
- Lean Sig Sigma Yellow Belt, 11/04/12, Kaizen Project - Increasing the Survey returns
- TIFLDP, 12/01/11, 11/01/12, Pioneer Team for the Leadership program - Program designed to train new leaders
- PEP Trainings, 03/01/10, Seminar on Embracing Change [03/03/10], Seminar on Personal Visioning [03/10/10]
- JMT Building, 08/01/08, Seminar on Confidence Building, JMT Building
- Wireless LAN, 05/07/05, Seminar on how wireless LAN works - Mapua Institute of Technology, Makati Campus
- Mobile Technology, 05/09/05, Seminar on the latest mobile technology - Mapua Institute of Technology, Intramuros
- Robotics, 05/18/05, Seminar on the history of robotics up to the present - Mapua Institute of Technology, Intramuros
Timeline
Team Lead
TELUS Digital Philippines
08.2015 - Current
Technical Support Representative
TELUS Philippines Inc.
06.2011 - 08.2015
Technical Support Representative
TELUS Philippines Inc.
08.2010 - 06.2011
Technical Support Specialist
TELUS Philippines Inc.
09.2008 - 07.2010
Technical Support Specialist
TELUS Philippines Inc.
03.2008 - 09.2008
Technical Support Representative
Advanced Contact Solutions Inc.
11.2006 - 12.2007
Bachelor of Science - Electronics and Communications Engineering
Mapua Institute of Technology
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