Federico Quilates
BPO Tech Support
Agoo
Summary
Detail-focused Technical support lends expert helping hand to installing, running and managing complex hardware and software deployments. Brings more than Number years of experience resolving customer complaints and resolution. support needs. Detail-oriented approach for absolute customer satisfaction.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Senior Account Specialist
Cognizant BGC Taguig
10.2019 - 04.2021
- Set up new customer accounts and updated existing profiles with latest information.
- Obtained pricing deals, negotiated contracts, and solidified beneficial agreements.
- Adhered to standards of quality and service as well as all compliance requirements.
- Prepared and submitted timely invoices, statements and payment reminders for customers.
- Delivered accurate billing and timely payments across high-volume client accounts.
Tech Support
Sutherland
Clark
06.2023 - 01.2024
- Provided technical support for both hardware and software issues users encountered.
- Provided technical support regarding creative and product capabilities.
- Handled inbound emails and supported phone calls to resolve clients' technical and application-related issues and questions.
- Provided technical assistance during operational changes via both on-site support and remotely.
CITI Fraud Specialist
Concentrix Baguio
Baguio
10.2018 - 08.2019
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Evaluated customer data to identify and prevent fraudulent activities.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
Customer Service Specialist
Ingram Micro BGC
Taguig
10.2011 - 09.2018
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Port Number Specialist
Teletech
Pasay
10.2007 - 09.2011
- Followed all company policies and procedures to deliver quality work.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Monitored industry trends to adapt strategies accordingly.
Education
Bachelor Of Secondary Education - Math
DMMSU SLUC
Agoo La Union 08.1995 - 06.1999
Skills
-Complaint handling resolutionEnjoys working with peopleFriendly, Helpful, Hardworking and PatientGood communication and interpersonal skillsAssists on Trouble shooting and Good at problem solvingProcessed in General Australian Mobile Phone services Telstra CompanyQualificationsHighly organize, responsible and dedicated to learn new ideas and skillsWorks independently and objectivelyEffectively manages time to complete tasks on or before deadlinesWorks time under pressureAbove average Mathematical problem solvingTrained on SAP and able to utilizeMicrosoft Software (ie excel, word, publisher)Six Sigma Certificate Holder
Safety standards and protocols
Problem-Solving
Multitasking Abilities
First Aid/CPR
Analytical and Critical Thinking
Decision-Making
Safety standards and protocols
Additional Information
- DMMMSU SLUC 1999-2004 Federico Quilates Jr.
Timeline
Tech Support
Sutherland
06.2023 - 01.2024
Senior Account Specialist
Cognizant BGC Taguig
10.2019 - 04.2021
CITI Fraud Specialist
Concentrix Baguio
10.2018 - 08.2019
Customer Service Specialist
Ingram Micro BGC
10.2011 - 09.2018
Port Number Specialist
Teletech
10.2007 - 09.2011
Bachelor Of Secondary Education - Math
DMMSU SLUC
08.1995 - 06.1999