Summary
Overview
Work History
Education
Skills
Languages
Timeline
Edgar Allan Sanoy

Edgar Allan Sanoy

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dependable professional with experience providing administrative, organizational and customer service support in virtual environments. Proficient in MS Office, G Suite, and other productivity tools.

Overview

9
9
years of professional experience

Work History

Virtual Assistant - Phone Support

One Click Virtual Support
03.2024 - 04.2024
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Responded to customer calls and emails to answer questions about products and services.

Senior Process Executive

Cognizant
04.2023 - 01.2024
  • Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Player Support/Moderator

Keywords Studios
01.2022 - 04.2023
  • Delivered friendly service and offered expert support in every interaction.
  • Identified player infractions and determined appropriate penalties.
  • Identified and removed players suspected of cheating in cards or other games.

Technical Support Representative

Concentrix
11.2019 - 05.2021
  • Translated complex technical issues into digestible language for non-technical users.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Customer Care Representative and Retention

VXI Global Holdings
01.2018 - 02.2019
  • Logged call information and solutions provided into internal database.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Resolved concerns with products or services to help with retention and drive sales.

Customer Service Representative

Convergys
12.2015 - 02.2017
  • Responded to customer requests for products, services, and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
  • Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.

Consultant

Sutherland Global Services
11.2014 - 11.2015
  • Proven ability to learn quickly and adapt to new situations.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Used ticketing systems to manage and process support actions and requests.

Education

No Degree - Bachelor of Science in Mechanical Engineering

Rizal Technological University, Mandaluyong City, Metro Manila, Philippines

No Degree - Mechanical Engineering

National University, Manila, Metro Manila, Philippines

Skills

  • Data Collection
  • Complaint resolution
  • Call Management
  • Product Knowledge
  • Building rapport
  • Computer Proficiency
  • Problem-solving abilities
  • Technical Support
  • Call center experience
  • Product Troubleshooting
  • CRM Software
  • Complaint Handling

Languages

English
Bilingual or Proficient (C2)

Timeline

Virtual Assistant - Phone Support - One Click Virtual Support
03.2024 - 04.2024
Senior Process Executive - Cognizant
04.2023 - 01.2024
Player Support/Moderator - Keywords Studios
01.2022 - 04.2023
Technical Support Representative - Concentrix
11.2019 - 05.2021
Customer Care Representative and Retention - VXI Global Holdings
01.2018 - 02.2019
Customer Service Representative - Convergys
12.2015 - 02.2017
Consultant - Sutherland Global Services
11.2014 - 11.2015
Rizal Technological University - No Degree, Bachelor of Science in Mechanical Engineering
National University - No Degree, Mechanical Engineering

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Edgar Allan Sanoy