Enrico Caesar D. Gomez
Silang
Summary
To pursue a career using my acquired skills and training in a reputable company that would offer career growth, greater challenges, and personal development.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative
Afni, Philippines
06.2024 - Current
- Provide outstanding customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction for Verizon clients.
- Handle high volumes of incoming calls, emails, and chats in a fast-paced environment.
- Utilize CRM software to document and manage customer interactions.
- Collaborate with team members to improve processes and enhance the customer experience.
- Achieve and exceed performance targets, including quality, accuracy, and efficiency metrics.
- Stay updated on Verizon products, services, and promotions to provide accurate information to customers.
Technical Support Representative
Sykes
10.2022 - 2 2023
- Assisting small business succeed by problem solving and using tools to troubleshoot complex technical issues
- Help the customer how to learn Intuit QuickBooks Online software
- Supporting customers for invoice creation, setting up payroll and how to reconcile books
- Resolve customer inquiries by phone, chat, or email
- Learn and utilize specific software tools and problem-solving strategies to solve for customer issues and continuous improvement
- Properly document customer call notes in system using multiple screens data.
Technical Support Representative
Convergys Philippines
04.2016 - 01.2022
- Provided answers to clients by identifying problems, researching answers, and guiding clients to corrective steps
- Handled trouble tickets with support inventions for urgent issues
- Diagnose and fix technical issues with mobile and mobile broadband
- Assists customer by providing high level of customer service
- Report, cooperate and communicate effectively with project manager and other project participants to provide assistance and technical support
- Identify and escalate priority issues per client specifications.
Customer Service Representative
Teletech Philippines
07.2015 - 03.2016
- Provided customers with product and service information
- Identify, research, and resolve customer issues using computer system
- Followed-up on customer inquiries not immediately resolved
- Complete call logs and reports.
Education
Bachelor of Science in Electrical and Electronics Engineering -
De La Salle University Dasmariñas
Cavite, Philippines 01.2004 - 04.2007
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Complaint resolution
Problem-solving abilities
Data Entry
Computer Proficiency
Paperwork Processing
Complaint Handling
Documentation
Certification
Applicant’s Signature
Personal Qualities
- Computer savvy
- SAP
- Oracle
- Good communications skills
- Positive, service-oriented personality
- Attention to details
- Negotiation
- Client Relations
- 45wpm – Typing Speed
- Project Documentation
- Team Coordination
- Sales Coordination
- Time Management
References
- Juan Paolo Ganaan, SAP Concur Auditor, +63 995 390 8917
- Mark Lenen Miranda, SAP Concur Auditor, +63 947 487 3855
- Cybelle Cabañero, BPI, +63 975 139 3001
Training
AutoCAD with Color rendering - MICROCADD, Garry Ello, 12/01/12
Timeline
Customer Service Representative
Afni, Philippines
06.2024 - Current
Technical Support Representative
Sykes
10.2022 - 2 2023
Technical Support Representative
Convergys Philippines
04.2016 - 01.2022
Customer Service Representative
Teletech Philippines
07.2015 - 03.2016
Bachelor of Science in Electrical and Electronics Engineering -
De La Salle University Dasmariñas
01.2004 - 04.2007
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