Dennis Villaflores
Marikina City, Metro Manila
Summary
With a proven track record at Concentrix, I excel in IT asset management and delivering exceptional customer service. My expertise in system configuration and active listening skills have significantly enhanced user satisfaction and system efficiency. I adeptly manage ITIL processes and foster strong customer relationships, driving positive outcomes and operational improvements.
Overview
9
9
years of professional experience
Work History
IT Services Support Specialist
Concentrix
04.2023 - Current
- Enhanced system efficiency by troubleshooting and resolving technical issues for endusers.
- Collaborated with cross-functional teams to develop innovative solutions for complex IT problems.
- Configured hardware devices such as printers and scanners, enabling seamless integration into existing networks.
- Established user accounts, granting appropriate permissions based on role requirements within the organization.
- Assisted users with password resets, significantly reducing lockout incidents and improving overall user experience.
- Maintained high levels of data security through implementation of robust encryption measures.
- Provided expert consultation on best practices in IT security policies, promoting a culture of vigilance against cyber threats.
- Managed IT inventory, ensuring all equipment was properly maintained and accounted for.
- Served as primary point of contact for all vendor relations, maintaining strong partnerships to support company needs effectively.
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Developed comprehensive documentation for IT procedures, facilitating consistency across the organization.
- Implemented effective training programs for new employees to quickly bring them up to speed on IT systems.
Customer Service Representative
HSBC Bank
01.2021 - 04.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Educated customers about billing, payment processing and support policies and procedures.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Senior Customer Representative
WNS Global Services
10.2019 - 01.2021
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Developed rapport with customers, fostering trust and long-term relationships through exceptional service.
- Delivered personalized assistance to high-value clients, ensuring their needs were met promptly and effectively.
- Supported sales initiatives by offering upsells or add-on services when appropriate during customer interactions.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Technical Support Representative
Concentrix
06.2016 - 10.2019
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Resolved technical issues for customers through remote assistance and on-site troubleshooting.
- Demonstrated adaptability by staying current with industry trends and rapidly acquiring new skills as needed to support evolving business requirements.
- Boosted efficiency of help desk processes via the creation of detailed documentation for IT policies, procedures, and troubleshooting guides.
Education
Bachelor of Science - Information Technology
Pamantasan Ng Lungsod NgMarikina
Marikina City, Metro Manila, Philippines06-2021
Skills
- Ticketing system experience
- IT asset management
- Remote desktop support
- Software installation
- Incident management
- Application support
- System configuration
- Active directory administration
- Hardware maintenance
- Patch management
- ITIL processes
- Operating system expertise
Timeline
IT Services Support Specialist
Concentrix
04.2023 - Current
Customer Service Representative
HSBC Bank
01.2021 - 04.2023
Senior Customer Representative
WNS Global Services
10.2019 - 01.2021
Technical Support Representative
Concentrix
06.2016 - 10.2019
Bachelor of Science - Information Technology
Pamantasan Ng Lungsod NgMarikina
Similar Profiles
Sandile Marvellous NtombelaSandile Marvellous Ntombela
Team Coach at ConcentrixTeam Coach at Concentrix
Priyanka DasPriyanka Das
Team Leader at ConcentrixTeam Leader at Concentrix
AKASH BISHTAKASH BISHT
Senior Advisor at ConcentrixSenior Advisor at Concentrix