Floriza May Abuda
Guiuan Eastern Samar
Summary
Proven Technical Support Representative with a track record of enhancing customer satisfaction through expert remote support and technical troubleshooting. At Dexcom, significantly reduced caller wait times by implementing efficient solutions. Skilled in fostering positive client relations and resolving complex technical issues, demonstrating both technical proficiency and exceptional customer service expertise.
Overview
9
9
years of professional experience
Work History
Technical Support Representative
Dexcom
05.2023 - Current
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Resolved escalated customer complaints efficiently while maintaining composure under pressure situations.
- Responded to customer requests for products, services, and company information.
- Contributed to a positive work environment by fostering teamwork among colleagues and consistently offering support when needed.
- Reduced wait times for callers by implementing callback options during peak hours.
Customer Service Representative
Amazon Operations Services Philippines, INC.
08.2018 - 05.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Answer email, calls and chat inquiries in a timely manner.
- Demonstrated flexibility and adaptability by successfully managing multiple chat support tools simultaneously as required based on shifting business needs during peaks or lulls throughout each workday consistently without fail.
Reservation Specialist
Wipro
09.2017 - 04.2018
- Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
- Provided exceptional customer service throughout the entire booking process, leading to positive reviews and referrals.
- Ensured accurate client information was entered into the reservation system quickly and error-free, reducing data-entry mistakes.
- Supported marketing efforts by promoting special offers or packages during the booking process.
- Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
Technical Support Representative
Teletech Cebu
05.2016 - 01.2017
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Technical Support Representative
Convergys
11.2015 - 04.2016
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Education
No Degree - Hotel, Resort And Restaurant Management
Eastern Samar State University
Guiuan Eastern SamarSkills
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Customer service expert
Accomplishments
- Best Employee as TOP TSR award at Dexcom.
- Best SME Support in Amazon.
- Supervised team of overall 55 staff members during Nesting period at Amazon.
Timeline
Technical Support Representative
Dexcom
05.2023 - Current
Customer Service Representative
Amazon Operations Services Philippines, INC.
08.2018 - 05.2023
Reservation Specialist
Wipro
09.2017 - 04.2018
Technical Support Representative
Teletech Cebu
05.2016 - 01.2017
Technical Support Representative
Convergys
11.2015 - 04.2016
No Degree - Hotel, Resort And Restaurant Management
Eastern Samar State University
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