Emerson Perez
Baguio
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Internet Technical Support Representative
Sitel Philippines Corp.
05.2007 - 03.2022
- Reviewed user feedback and customer support tickets to identify pain points within public user base.
- Improved overall user experience through support, training, troubleshooting, improvements, and communication of system changes.
- Diagnosed and executed resolutions for network and server issues.
- Managed to complete 20 - 30 support tickets without sacrificing efficiency.
Resolution Specialist
Sitel Philippines Corp.
05.2007 - 03.2022
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Managed over 50 customer disputes per day and not sacrificing customer interaction quality
- Reviewed legal documents and contracts to determine potential conflicts and disputes
Subject Matter Expert
Sitel Philippines Corp.
05.2007 - 03.2022
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Took escalated calls from tier 1 agents for further assistance.
Education
Bachelor of Arts - Electrical, Electronics And Communications Engineering
Skills
- Conflict Resolution Skills
- Document Preparation
- Problem-Solving
- Multitasking Abilities
- Attention to details
Certification
- Google Data Analytics professional Certificate - Oct 2023
technical skills
- Google Suite
- SEO
- MS Office Basic
- Wordpress Development
- Internet Research
Timeline
Internet Technical Support Representative - Sitel Philippines Corp.
05.2007 - 03.2022
Resolution Specialist - Sitel Philippines Corp.
05.2007 - 03.2022
Subject Matter Expert - Sitel Philippines Corp.
05.2007 - 03.2022
University of Baguio - Bachelor of Arts, Electrical, Electronics And Communications Engineering
Similar Profiles
Lydia DocotLydia Docot
Learning Specialist at Foundever ( Formerly Sitel Philippines Corp.)Learning Specialist at Foundever ( Formerly Sitel Philippines Corp.)
Cyril ZaldoCyril Zaldo
Call Monitoring Specialist/QA-Virgin Media Voice at SITEl PhilippinesCall Monitoring Specialist/QA-Virgin Media Voice at SITEl Philippines
HARLENE M. BATOTOHARLENE M. BATOTO
Senior Bookkeeper at N8 Solutions CorpSenior Bookkeeper at N8 Solutions Corp
Federico OrtizFederico Ortiz
Chief Airfield Support Unit, Aviation Section at United Nations Stabilization Mission in DR CongoChief Airfield Support Unit, Aviation Section at United Nations Stabilization Mission in DR Congo
Edralyn PakipacEdralyn Pakipac
Nurse Assistant at Dr. Therese TolentinoNurse Assistant at Dr. Therese Tolentino