Elester Grachel B. Pado
Naga, Province Of Camarines Sur,CAS
Summary
To use customer service and people skill in a position with potential for career growth.
Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.
Overview
15
15
years of professional experience
Work History
Technical Support
Telus
2021.01 - Current
- Assist customers who are having technical issues with their service
- Handles inbound and outbound calls
- Handles billing questions if needed
Technical Support Tier2
Alorica Philippines
2019.10 - 2020.12
- Handles escalated calls transferred by frontline agents who had done basic troubleshooting
- Call customer back to ensure service is working
- Handles billing questions if needed
- Offers product that would suit customers
Advanced Repair (Voice)
Results Alaskaland Incorporated
2019.04 - 2019.09
- Handles escalated calls transferred by frontline agents who had done basic troubleshooting
- Assist customers who are having technical issues with their service
- Provide resolution over-the-phone to avoid truck roll
- Call customer to insure that issue is not recurring
- Handles ticket for backend troubleshooting if needed
Advanced Repair (Voice)
Results Manila Incorporated
2016.07 - 2019.04
- Handles escalated calls transferred by frontline agents who had done basic troubleshooting
- Assist customers who are having technical issues with their service
- Provide resolution over-the-phone to avoid truck roll
- Call customer to insure that issue is not recurring
- Handles ticket for backend troubleshooting if needed
Account Expert (Voice)
Synnex Concentrix
2012.07 - 2016.07
- Handles highly escalated calls transferred by frontline agents
- Assist customers who want to cancel their account
- Provide offers to save customer before processing cancellation
Customer Service Representative (Voice)
Sitel Philippines
2010.10 - 2012.04
- Assist customer to reschedule their delivery
- Check customers delivery status
- Transfers out-of-scope issues to the right department
Technical Support Representative (Voice) – Symantec Project Rookie
Sutherland Global Services
2010.02 - 2010.04
- Assist customers in troubleshooting when they encounter problems (if any)
- Handles inbound and outbound calls
- Assist Customers install the software for Comcast customers (Norton Security Suite)
- Transfers out-of-scope issues to the right department
Customer Service Representative (Voice)
Sutherland Global Services
2010.01 - 2010.02
- Assists customers regarding tax refund issues
- Provide information to customers regarding their debit card – balance inquiry, pin reset, direct deposit options and transactions
- Transfers out-of-scope issues to the right department
Education
BSBA - Computer Management and Accounting
Ateneo de Naga University
10.2009
BSBA - Financial Accounting
Ateneo de Naga University
10.2009
High school -
Universidad de Santa Isabel
01.2002
Skills
- Technical support triage
- Technical support scheduling
- Customer technical support
- Technical support knowledge
References
- Frederick Silvestre, Supervisor, +63 999 524 8912
- Anna Maria Bernadas, Supervisor, +63 917 671 9319
- Ernani Belvez Jr., Supervisor, +63 908 820 3676
Timeline
Technical Support
Telus
2021.01 - Current
Technical Support Tier2
Alorica Philippines
2019.10 - 2020.12
Advanced Repair (Voice)
Results Alaskaland Incorporated
2019.04 - 2019.09
Advanced Repair (Voice)
Results Manila Incorporated
2016.07 - 2019.04
Account Expert (Voice)
Synnex Concentrix
2012.07 - 2016.07
Customer Service Representative (Voice)
Sitel Philippines
2010.10 - 2012.04
Technical Support Representative (Voice) – Symantec Project Rookie
Sutherland Global Services
2010.02 - 2010.04
Customer Service Representative (Voice)
Sutherland Global Services
2010.01 - 2010.02
BSBA - Financial Accounting
Ateneo de Naga University
High school -
Universidad de Santa Isabel
BSBA - Computer Management and Accounting
Ateneo de Naga University