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
Cubao, Metro Manila, Philippines
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
Commonwealth Quezon City
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
Libis Quezon City
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
Sm Cyberwest Quezon City
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