Gerald Wino Denzo
Trece Martires City
Summary
With over 2 years of experience in tech support and customer service, I have developed strong skills in resolving technical issues and providing exceptional service. My problem-solving abilities excel under pressure, and I am dedicated to expanding my knowledge in Cloud Technology, Networking, and Cybersecurity, and AI Automations.
Seeking a new opportunity in the IT industry to advance my career. A tech-savvy innovator with hands-on experience in emerging technologies and a passion for continuous improvement. Skilled at identifying opportunities for technological enhancements and implementing effective solutions.
Leveraging new tools and methods to solve problems and enhance productivity. Thrives in fast-paced environments and driven to push technological advancements forward.
Overview
5
5
years of professional experience
Work History
Shift Supervisor for Connecteam
Reliasourcing
11.2024 - Current
- As a Sales Development Technical Support professional, I engaged with trial accounts and lead customers to provide top-tier technical support, addressing inquiries through chat, email, and phone
- I specialized in explaining pricing models, articulating technical features, and qualifying leads to connect them with Account Executives
- Now, as a Shift Supervisor, I oversee my team to ensure seamless operations, monitor SLA adherence, and maintain excellent customer service standards, fostering productivity and customer satisfaction
Inbound Sales Representative for Connecteam
Reliasourcing
09.2023 - 11.2024
- Engage with lead customers and trial accounts to provide exceptional technical support
- Respond to inquiries through chat, email, and phone calls, ensuring timely and accurate resolutions to customer issues
- Address customer inquiries related to pricing, providing clear and comprehensive explanations of our pricing model and any relevant discounts or promotions
- Articulate the technical features and functionalities of our solution, helping customers understand how our SaaS offering can be tailored to meet their specific needs
- Qualify customers based on their needs and requirements to determine the best fit for our solution
- Moreover, schedule appointments with our Account Executives for qualified leads, ensuring a smooth transition from technical support to sales discussions
- Provide tailored recommendations on how our solution can address their challenges, offering insights into the unique benefits and features that align with their business goals
- Tools used: Hubspot, Matrix, Intercom, Slack, AskAI, Guru, Monday, Zoom
L1 Technical Support for Netgear
Concentrix
11.2021 - 01.2023
- Provide exceptional customer service via chat, email, and phone calls, adhering to company policies and procedures
- Troubleshoot a wide range of hardware and software network issues related to Netgear products, including routers, switches, wireless extenders, and NAS devices
- Diagnose and resolve issues related to connectivity, speed, security, and configuration
- Utilize knowledge of networking principles and Netgear product features to guide customers through solutions
- Assist with product recommendations, warranty claims, replacement processes, and firmware updates
- Configure advanced features like QoS setup, port forwarding, port triggering, and DMZ isolation
- Upsell product warranties and other relevant services to enhance customer experience and revenue
- Document all interactions and maintain accurate case records
- Escalate complex issues to L2 or L3 support teams when necessary
- Continuously learn about new products and features to stay up-to-date with Netgear's technology
- Tools used: Salesforce
Customer Service Associate
Amazon
05.2021 - 08.2021
- During my tenure as a Customer Service Representative at Amazon, I immersed myself in a dynamic role, handling diverse customer inquiries via phone, email, and chat
- My responsibilities encompassed providing accurate information, resolving issues promptly, and upholding Amazon's policies and guidelines
- I navigated multiple systems with efficiency, emphasizing strong communication skills to exceed performance metrics related to customer satisfaction
- Actively participating in continuous improvement, I contributed to documentation and knowledge base articles, staying informed about Amazon's evolving product offerings
- This experience not only honed my problem-solving and communication skills but also allowed me to contribute to a customer-centric culture, creating positive interactions
Process Associate for Greendot
Coforge
02.2021 - 04.2021
- Accurately process financial transactions while ensuring adherence to company policies and regulations
- Input data meticulously into systems, conducting quality checks to rectify errors and maintain precision
- Investigate and resolve transaction-related issues and customer concerns promptly and effectively
- Follow financial regulations and internal policies, ensuring all activities comply with legal boundaries
- Identify process enhancements to boost efficiency, minimize errors, and improve customer satisfaction, compiling reports for management review
Cashier & Pump attendant
JAP Petroleum
12.2019 - 09.2020
- Worked flexible schedule and extra shifts to meet business needs for both (cashier and pump attendant positions)
- Operated cash register to record transactions accurately and efficiently
Education
AWS re/start - Cloud Technology
Edukasyon PH
10.2023
Bachelor of Science - Information Technology.
Cavite State University
Trece Martires City, Province Of Cavite, Philippines01.2020
TESDA - Computer Hardware Technology/Technician
The BESTECH Inc.
01.2019
Skills
- Facilitation of collaborative team efforts
- New staff orientation coaching
- Continuous learning
- Sales process optimization
- Sales cycle management
- Support ticket oversight
- CRM software proficiency
- Understanding of automation processes
Timeline
Shift Supervisor for Connecteam
Reliasourcing
11.2024 - Current
Inbound Sales Representative for Connecteam
Reliasourcing
09.2023 - 11.2024
L1 Technical Support for Netgear
Concentrix
11.2021 - 01.2023
Customer Service Associate
Amazon
05.2021 - 08.2021
Process Associate for Greendot
Coforge
02.2021 - 04.2021
Cashier & Pump attendant
JAP Petroleum
12.2019 - 09.2020
TESDA - Computer Hardware Technology/Technician
The BESTECH Inc.
AWS re/start - Cloud Technology
Edukasyon PH
Bachelor of Science - Information Technology.
Cavite State University
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