FELIX HERNAN REY ANDOY
Davao City
Summary
I am a Sales Representative and a Technical support a professional who initializes and manages relationships with customers. Worked onsite for 2 years and worked from home for 2 years and 5 months.
Overview
4
4
years of professional experience
Work History
Technical Support
VXI Global Holdings
01.2022 - 01.2026
- Provided Tier 2 Technical/Sale Agent Support - Assisted customers with hardware, software, and network issues via phone, chat, or email.
- Handled High Volume of Inbound Calls - Delivered fast and efficient support while maintaining quality and professionalism under pressure.
- Troubleshooting Expertise - Diagnosed and resolved technical issues related to connectivity, system errors, application glitches, and device compatibility.
- Product Knowledge Mastery - Gained in-depth knowledge of company-supported devices, operating systems, and service offerings to better assist customers.
- Customer Service Excellence - Ensured customer satisfaction by providing empathetic, patient, and solutions-oriented service.
- Documented Support Cases - Accurately recorded customer interactions, troubleshooting steps, and resolutions in the CRM or ticketing system.
- Escalation Management - Identified and escalated complex or unresolved issues to higher-tier support or appropriate departments.
- Met Performance Metrics - Consistently hit KPIs such as AHT (Average Handling Time), FCR (First Call Resolution), and CSAT (Customer Satisfaction Score).
- Utilized Call Center Tools - Operated multiple systems including knowledge bases, ticketing platforms, and VoIP tools to deliver effective support.
- Continuous Learning - Attended training sessions and participated in quality assurance reviews to improve technical skills and service delivery.
- We do upsell and upgrade account and devices of the clients.
- We do out and inbound calls to offer our service to our potential clients.
Education
Bachelor of Science - Education Major in Mathematics
University of Mindanao
Senior High School -
Tubalan Comprehensive National High School
Skills
- Communication Skills
- Active Listening
- Relationship Management
- Persuasion & Negotiation
- Product Knowledge
- Problem-Solving
- Time Management
- Resilience & Confidence
- Technical Skills
References
- Abegail Olalo Delegencia, Supervisor, 09500836192, AbbyDelegencia@gmail.com
- Sheree Mae Labiano, Manager, 09174898770, ShereeLabiano17@gmail.com
Languages
English
Timeline
Technical Support
VXI Global Holdings
01.2022 - 01.2026
Bachelor of Science - Education Major in Mathematics
University of Mindanao
Senior High School -
Tubalan Comprehensive National High School