Music
Ed Adam Inot
Technical & Customer Support Representative
Mandaue City
Summary
Dedicated to customer satisfaction and adept at leveraging technology, brings extensive experience in email support to the table. Proficient in English communication, consistently delivers top-tier service. Seasoned in navigating fast-paced, demanding settings, adaptable and committed to continuous learning and applying newfound expertise with precision and effectiveness.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
Link Building Associate
Citation Labs
2 2020 - Current
- Took charge of a specialized process to support operational efficiency.
- Lead management through email correspondence, overseeing dozens of inboxes.
- Maintained meticulous organization and attention to detail for accurate handling of tasks, resulting in streamlined lead management processes and enhanced client satisfaction.
- Clearing cluttered inboxes, sorting through hundreds of emails daily with precision and efficiency.
- Proficiently managed tasks and assignments to ensure seamless processes.
Customer Support Representative
Google by Sykes Asia, Cebu.
05.2019 - 09.2019
- Addressed customer inquiries, complaints, and concerns regarding Google's products and services.
- Provided timely and accurate assistance to resolve customer issues and ensure positive customer experience.
- Utilized troubleshooting techniques and in-depth product knowledge to identify and resolve customer problems efficiently.
- Documented customer interactions and resolutions in clear and concise manner.
- Collaborated with cross-functional teams to escalate and resolve complex issues promptly.
- Stayed updated on Google's products and services to provide relevant assistance and information to customers.
- Skillfully executed upselling strategies when appropriate to enhance sales and customer satisfaction.
Backend Technical Support Engineer
Yotpo by Tasks Everyday
01.2019 - 04.2019
- Managed client inquiries related to Yotpo products, offering comprehensive assistance and support.
- Provided guidance and support throughout website migration process, ensuring seamless transition for clients.
- Collaborated with internal teams to resolve technical issues with Shopify, Magento, and SQL Database to optimize client experience with Yotpo products.
- Documented client interactions and resolutions, maintaining accurate records of support activities.
Complaints Supervisor
KKH Philippines Technology and Information Service, Inc.
07.2017 - 10.2018
- Proficient in managing tier 3 escalations of customer complaints and feedback, ensuring swift resolution and customer satisfaction.
- Expertise in overseeing processes for continuous improvement and reporting, enhancing overall customer experience.
- Collaborative approach in working with cross-functional teams to develop and implement solutions addressing root causes of customer issues.
- Skilled in facilitating regular reporting on customer complaints and feedback, tracking progress, and measuring effectiveness of improvement initiatives.
- Specialized in handling escalations and special cases, with a focus on enhancing customer experience and improving retention rates.
- Diligent monitoring of customer satisfaction metrics and proactive efforts to exceed customer expectations, contributing to enhanced retention rates and brand loyalty.
Technical Service Representative
EBusiness BPO, Inc.
06.2015 - 10.2015
- Acted as Tier 3 Officer in Charge (OIC) for assessing and determining solutions for cases involving replacement of product parts or requests for on-site installation services.
- Provided technical consultancy services, specializing in troubleshooting and problem isolation for Oracle's Micros P.O.S systems.
- Offered guidance and support to customers and internal staff, assisting with implementation of troubleshooting measures and resolution of technical challenges.
- Documented all interactions and solutions provided, maintaining accurate records for future reference and continuous improvement efforts.
Education
Bachelor of Science - Information Technology
University of Cebu Banilad Campus
Cebu City 06.2012 - 10.2014
Skills
Customer Management
Complaints Handling
Written and Spoken English Communicaton
Zendesk
Email Handling
Computer Hardware Assembly
Web Research
Microsoft Word and Document
Google Docs and Sheet
Issue Resolution
Data Entry
Interests
Science Fiction
Computers
Techonology
Quality Conversations
Interesting Facts
Timeline
Customer Support Representative
Google by Sykes Asia, Cebu.
05.2019 - 09.2019
Backend Technical Support Engineer
Yotpo by Tasks Everyday
01.2019 - 04.2019
Complaints Supervisor
KKH Philippines Technology and Information Service, Inc.
07.2017 - 10.2018
Technical Service Representative
EBusiness BPO, Inc.
06.2015 - 10.2015
Bachelor of Science - Information Technology
University of Cebu Banilad Campus
06.2012 - 10.2014
Link Building Associate
Citation Labs
2 2020 - Current