FRANCINE JANE DALIDA
Customer Service Representative / Technical Support Representative
Quezon City, Metro Manila,00
Summary
Detail-oriented Customer Service and Technical Support professional with over one year of experience in fast-paced BPO environments. Skilled in troubleshooting technical issues and addressing customer concerns via chat, email, and messaging channels. Knowledgeable in CRM platforms and office software, with a strong ability to analyze problems and manage priorities while maintaining service quality.
Overview
2
2
years of professional experience
Work History
Tier 1 Technical Support Advisor
Concentrix CVG Philippines
06.2026 - Current
- Improved first call resolution rates by actively listening to customer concerns and troubleshooting effectively.
- Provided technical support for software and hardware issues, enhancing customer satisfaction through effective problem resolution.
- Assisted users with troubleshooting and configuration of various systems, ensuring seamless operation and user experience.
- Collaborated with cross-functional teams to escalate complex issues, facilitating timely solutions for customers.
- Maintained up-to-date knowledge of product features and updates, ensuring accurate information was provided to customers at all times.
- Documented detailed reports of customer interactions, contributing to knowledge base for future reference and training purposes.
Senior Customer Care Representative
TELUS International Philippines
03.2026 - 05.2026
- Managed escalated customer issues effectively, collaborating with cross-functional teams to achieve timely resolutions.
- Resolved customer inquiries through multiple channels, ensuring a positive experience and high satisfaction levels.
- Served as a trusted advisor for customers seeking assistance or recommendations on products or services best suited for their unique requirements.
- Provided comprehensive guidance on product offerings, features, and benefits to assist customers in making informed decisions.
- Acted as a trusted advisor for customers seeking assistance or recommendations on products or services best suited for their unique requirements.
- Implemented process improvements that streamlined workflows, leading to increased efficiency in handling customer requests.
Customer Service Representative
Concentrix CVG Philippines
10.2024 - 02.2026
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided detailed product information to customers, ensuring informed decisions.
- Identified recurring issues and suggested improvements to enhance service processes.
- Adapted quickly to new tools and processes, improving response times.
Customer Service Representative
Alorica Teleservices Inc.
04.2024 - 06.2024
- Managed high-volume calls while maintaining professionalism and efficiency.
- Assisted customers in resolving inquiries and issues effectively.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Maintained knowledge of company policies and procedures to assist customers effectively.
- Documented customer interactions accurately in CRM systems for future reference.
Education
Bachelor of Arts - Political Science
Polytechnic University of The Philippines
Sta Mesa, Manila Philippines 04.2001 -
Skills
Ticket management
Remote support
Troubleshooting techniques
Customer service expert
Multitasking and organization
Analytical thinking
Critical thinking
Verbal and written communication
Clear communication
Additional Information
REFERENCES
Enrick A. Mirador
Officer in Charge – Labor Market Information Systems Division
Compound 8988-4292 / Local 8349
lmisd.peso@quezoncity.gov.ph
John Kenner Javier
Manager – Concentrix CVG Philippines
09561727724
Cleo Marie Garcia
Professor - Vicente Malapitan Senior High School
09558936036
Timeline
Tier 1 Technical Support Advisor
Concentrix CVG Philippines
06.2026 - Current
Senior Customer Care Representative
TELUS International Philippines
03.2026 - 05.2026
Customer Service Representative
Concentrix CVG Philippines
10.2024 - 02.2026
Customer Service Representative
Alorica Teleservices Inc.
04.2024 - 06.2024
Bachelor of Arts - Political Science
Polytechnic University of The Philippines
04.2001 -