Ella Anthonette Cancela

Customer Service Representative, Technical Support

Quezon City, Metro Manila,Metro Manila

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

years of professional experience

Work History

Technical Support Representative

TTEC

12.2022 - Current

Implemented feedback from customers to improve overall quality of support services provided by team.
Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Maintained detailed records of customer interactions, noting solutions provided for future reference.
Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Customer Service Representative

VXI Global Holdings

01.2022 - 10.2022

Streamlined call center processes for improved efficiency and reduced wait times.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Handled customer inquiries and suggestions courteously and professionally.

Party Host

Jollibee

07.2017 - 06.2021

Resolved conflict to maintain fun, positive and safe event environments.
Supervised gameplay and monitored guests' actions to prevent theft.
Acted as a strong brand ambassador by maintaining a professional demeanor at all times while representing the company during events.
Developed customized party plans tailored to each client''s preferences, ensuring memorable experiences for all attendees.
Contributed to company growth by upselling additional services or products when appropriate, increasing revenue per event.

Education

Bachelor of Science - Psychology

Mary The Queen College of Quezon City, Quezon City, Metro Manila, Philippines

04.2001 -

Undergraduate, Completed 1st semester of 4th year

Skills

Issue Troubleshooting

Timeline

Technical Support Representative - TTEC

12.2022 - Current

Customer Service Representative - VXI Global Holdings