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
Pasay, National Capital Region
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
Pasay, National Capital Region
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
Philippines
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
Pasay, Philippines
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
Alabang Muntinlupa, Metro Manila
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
Cavite, Calabarzon
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