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.
Baguio City
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.
Baguio City
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.
Baguio City
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