Edison Gocotano
Dasmarinas
Summary
Proven expert in Workflow Management and Dispute Resolution, with a track record of enhancing process efficiency at Genpact Services. Skilled in leveraging trend tracking and process analysis to exceed performance targets, achieving high customer satisfaction. Demonstrated ability to manage high work volumes and resolve complex issues, significantly improving operational productivity.
Overview
7
7
years of professional experience
Work History
Process Associate
Genpact Services
04.2022 - 01.2023
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Collaborated with team members for enhanced process efficiency and productivity.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
Technical Support Representative
Topdata Global IT Solutions
07.2020 - 11.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- 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.
Customer Care Associate
Conduent
04.2018 - 03.2020
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Participated in ongoing professional development initiatives to stay informed on industry trends and best practices for customer service delivery.
- Contributed to positive company reviews by delivering exceptional support experiences to clients.
- Analyzed paperwork to verify completeness and eligibility for requested products and services.
- Handled escalated customer concerns, achieving high levels of resolution and satisfaction.
- Participated in weekly meetings with management teams regarding goals progress updates.
- Provided exceptional service by consistently meeting or exceeding key performance indicators.
- Maintained good call control to quickly uncover questions and keep call times low.
- Balanced multiple priorities simultaneously, ensuring timely completion of tasks without compromising quality standards.
Technical Expert
RMS Phils Inc.
08.2017 - 03.2018
- Implemented automation tools to optimize workflows, saving time and resources for the team.
- Presented complex technical information in an accessible manner during meetings with non-technical stakeholders.
- Enhanced system performance by identifying and resolving complex technical issues.
- Established strong relationships with vendors and suppliers, negotiating favorable terms for product purchases and support services.
- Conducted comprehensive training sessions on new software for end-users, leading to a smoother transition during implementation phases.
- Supported clients through timely responses to inquiries, providing expert guidance and assistance as needed.
Call Center Agent
Globalsync Business Solutions
05.2016 - 03.2017
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
Education
Bachelor of Science - Information Technology
Cavite States University
01.2016
High School Diploma -
Congressional National High School
03.2013
Skills
- Workflow Management
- Report Analysis
- Process flows
- Dispute Resolution
- Trend tracking
- Process Analysis
Timeline
Process Associate
Genpact Services
04.2022 - 01.2023
Technical Support Representative
Topdata Global IT Solutions
07.2020 - 11.2021
Customer Care Associate
Conduent
04.2018 - 03.2020
Technical Expert
RMS Phils Inc.
08.2017 - 03.2018
Call Center Agent
Globalsync Business Solutions
05.2016 - 03.2017
Bachelor of Science - Information Technology
Cavite States University
High School Diploma -
Congressional National High School