Summary
Overview
Work History
Education
Skills
Timeline
Generic

David Santos

Team Leader
Taytay

Summary

  • Team Leader for a Technical Support account with experience in reviewing team analytics to improve overall service quality. Courteous and cordial with goal to coach and train employees to meet their maximum potential.
  • Phone Quality Analyst with skills in evaluating calls and providing coaching and feedback.
  • Seasoned Technical Support agent with experience in supporting home network connection, consumer electronic gadgets and computer software.

Overview

15
15
years of professional experience

Work History

Technical Support Specialist Engineer

Zendesk
04.2022 - Current
  • Delivers customized solutions tailored to clients unique needs using advanced problem-solving techniques.
  • Enhances team productivity by streamlining troubleshooting processes for faster issue resolution.
  • Documents all client interactions thoroughly in incident management system, allowing for efficient tracking of recurring issues and trends.
  • Assists in development of internal knowledge base articles to expedite issue resolution for both peers and customers.
  • Collaborate with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
  • Resolved 12 to 15 technical support inquiries per day

Team Leader

Concentrix
07.2019 - 04.2022
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
  • Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.

Call Quality Analyst

Concentrix
08.2017 - 07.2019
  • Improved overall customer satisfaction by providing constructive feedback to call center agents.
  • Increased overall service levels by proactively addressing potential bottlenecks in workflow or processes that might impact call quality.
  • Supported implementation of new technologies, tools, and processes to enhance call center efficiency and agent performance.
  • Streamlined quality assurance process by implementing standardized evaluation criteria across all teams.

Technical Support Representative

Concentrix
07.2015 - 08.2017
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Maintained high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

Technical Support Representative

TeleTech Holdings
09.2009 - 12.2014
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Maintained high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

Education

Bachelor of Science - Information Technology

Technological Institute of The Philippines
Quezon City, Metro Manila, Philippines
04.2001 -

Skills

Team Management

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Timeline

Technical Support Specialist Engineer

Zendesk
04.2022 - Current

Team Leader

Concentrix
07.2019 - 04.2022

Call Quality Analyst

Concentrix
08.2017 - 07.2019

Technical Support Representative

Concentrix
07.2015 - 08.2017

Technical Support Representative

TeleTech Holdings
09.2009 - 12.2014

Bachelor of Science - Information Technology

Technological Institute of The Philippines
04.2001 -

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