Eloisa Mae Manalo
Caloocan City, Metro Manila,00
Summary
Developed technical troubleshooting and customer service skills in fast-paced support environment. Effective in identifying and resolving technical issues while maintaining high level of customer satisfaction. Looking to transition into new field, leveraging strong problem-solving abilities and customer-first mindset.
Overview
3
3
years of professional experience
Work History
Level 1 Technical Support Advisor
Concentrix
Bridgetowne, Quezon City (Remote)
03.2025 - 09.2025
- Diagnosed and resolved technical issues for end-users via phone and email support.
- Provided detailed product information to enhance user experience and satisfaction.
- Documented troubleshooting processes in knowledge base for future reference and training.
- Assisted in onboarding new team members through hands-on training sessions.
- Maintained up-to-date knowledge of product features and industry trends to provide informed support.
Financial Customer Service Representative
Teleperformance
Fairview Terraces (Remote)
09.2022 - 03.2025
- Assisted customers with financial inquiries, providing accurate information and resolving issues promptly through chat and outbound calls.
- Conducted account maintenance tasks, ensuring accuracy in customer records and transactions.
- Educated clients on financial products and services, enhancing their understanding and usage of offerings.
- Trained new staff on customer service protocols and financial systems, promoting a knowledgeable team environment.
- Enhanced customer satisfaction by promptly addressing financial inquiries and resolving issues.
Subject Matter Expert
Teleperformance
Fairview Terraces
02.2024 - 01.2025
- Developed comprehensive training materials to enhance team knowledge and operational efficiency.
- Analyzed industry trends to inform product development and strategic positioning.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Conducted regular assessments of systems and procedures to identify areas for enhancement.
- Implemented feedback mechanisms to gather insights from stakeholders for continuous improvement.
- Maintained up-to-date documentation of processes, ensuring compliance with industry standards and regulations.
Education
Bachelor of Science - Nursing
First City Providential College
San Jose Del Monte, Province Of Bulacan, Philippines03-2022
Senior High School - Humanities And Social Sciences
First City Providential College
San Jose Del Monte, Province Of Bulacan, Philippines03-2020
Skills
- Remote support
- Ticket management
- Software installation
- Network connectivity
- Mobile device support
- Email support
- Customer service
- Active listening
- Verbal and written communication
- Product troubleshooting
- Technical issues analysis
- Service support
Timeline
Level 1 Technical Support Advisor
Concentrix
03.2025 - 09.2025
Subject Matter Expert
Teleperformance
02.2024 - 01.2025
Financial Customer Service Representative
Teleperformance
09.2022 - 03.2025
Bachelor of Science - Nursing
First City Providential College
Senior High School - Humanities And Social Sciences
First City Providential College