EDGARDO CHRISTIAN GUMABAO
Valenzuela
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Technical, Customer Service and Sales, working in 24/7 uptime environment with more than 7 years of BPO Experience.
Overview
6
6
years of professional experience
Work History
Tier 2/Mobile Support Specialist
Tech Mahindra
Pasig, Metro Manila
06.2022 - Current
- Company Overview: (Remote)
- Monitored systems in operation and quickly troubleshot errors for mobile network issue
- Streamlined support procedures for quicker response times, resulting in higher client retention rates by doing offline task as we indulged into sending emails and making outbound calls for sim activation and order withdrawals on a scheduled/appointment date and time to remind client for their pending mobile order, informing client about the plan, its inclusion and validity
- Boosted customer confidence in company products through consistent provision of accurate information during interactions
- Responded to customer inquiries via email, inbound and outbound calls and resolved complaints to establish trust and increase satisfaction
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently
- (Remote)
Technical/Billing/Sales Specialist
VXI Global Holdings B.V
Makati City, Metro Manila
09.2018 - 05.2022
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions and setting up Technician appointment if necessary
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism
- Researched and resolved billing discrepancies to enable accurate billing
- Strengthened client relationships through effective communication regarding billing issues and concern via scheduled outbound calls
- Carefully assisted staff ensuring that theyre up to date for product knowledge
- Performing outbound calls for possible endorsement or escalation
Education
Bachelor of Science - Entrepreneurship
Bicol University-CBEM
Daraga, Province Of Albay03.2014
No Degree - Computer Hardware Servicing NC2
Global IT Services, INC
Albay,Bicol Region03-2014
Skills
- Email Support
- Call Management
- Appointment Setter
- Ticket management
- Customer Relationship Management
- Sales Specialist
Timeline
Tier 2/Mobile Support Specialist
Tech Mahindra
06.2022 - Current
Technical/Billing/Sales Specialist
VXI Global Holdings B.V
09.2018 - 05.2022
Bachelor of Science - Entrepreneurship
Bicol University-CBEM
No Degree - Computer Hardware Servicing NC2
Global IT Services, INC