Gian Salonga
Technical/Customer Support Specialist
Lubao, Province Of Pampanga
Summary
Strong penchant to learning and solving problems. Able to adapt to change, can work independently and interdependently. Demonstrated history of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Customer-focused professional with proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues.
Overview
13
13
years of professional experience
2012
2012
years of post-secondary education
Work History
Technical Support Specialist
SuperStaff
C (Remote)
08.2024 - 01.2025
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Performed remote troubleshooting using Bomgar or Teamviewer to access end user's computer/system to install software needed
- Familiar with software or tools such as CRM, MS Outlook, MS Office, Salesforce, Adobe, MS Teams, Slack and other software communication platforms
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Customer Service Representative (LG Appliances)
Concentrix
Remote
10.2023 - 07.2024
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts for LG Appliances thru inbound calls from customers in the U.S
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Analyzed and entertained calls if these are about order inquiry, replacement request, return request, promo/discount purchase and delivery date change
- Offered customers about inconvenience allowance or compensation whenever there is a delay/courier issue and damage allowance or compensation if the unit has arrived with cosmetic damage or with broken parts
- Escalated necessary call complaints if a customer is requesting for a supervisor intervention
- Liaised with a product or part specialist if a call is about a product and/ or technical inquiry
- Served as resource specialist for inventory information before a customer places an order thru online
- Acted as coordinator in circumstances when a customer cannot find an available unit thru online through referrals to reseller partners such as Home Depot, Lowes, Costco and Wayfair
- Served as intercessor between the customer and the delivery agency whenever there is an issue on the delivery especially with ETA concerns and installation inquiry
- Maintained details of customer service calls in computer system following correct protocols through established logging system
- Processed orders and detailed transaction information to customers
Technical Support Representative
Convergys
SM City Clark Pampanga/(Remote)
06.2014 - 10.2023
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Processed orders, returns, and exchanges in an accurate and efficient manner
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Provided account information to customers and explained bill service policies and customer rights
- Handled customer complaints and inquiries in a courteous and efficient manner
- Provided technical support for DELL customer/ clients in US providing real time chat support interaction among customers
- Investigated customer problems referred by technical support
- Directed technicians, engineering designers, or technical support personnel
- Delivered technical support and assistance to network users
- Provided technical support over the phone and in-person to resolve issues
- Delivered exceptional customer service by providing technical support and resolving customer complaints quickly and efficiently
- Escalated unresolved tickets up to next level of technical support, maintaining ownership of escalated tickets
- Performed troubleshooting specifically printer-related problems including diagnosing the possible point of failures in a printer problem and dispatching the parts to the service location
- Responsible for facilitating outbound calls to customers for walkthrough troubleshooting and initiated remote assistance on how to use the printer wireless or via USB and Ethernet cable
- Verified all applications coming to Globe stores specifically those who are applying for a postpaid plan
- Processed customer orders, exchanges and returns, keeping customers informed about progress
- Tracked customers and sales teams with complex issues to coordinate resolutions
- Responded to customer service and product issues, resolving complaints concerning invoices, shipments or product terms of credit
- Checked purchase orders for pricing, product items and special instructions
Administrative Coordinator- Order Management
Globe Telecom
Mandaluyong
10.2013 - 02.2014
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Processed orders, returns, and exchanges in an accurate and efficient manner
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Provided account information to customers and explained bill service policies and customer rights
- Handled customer complaints and inquiries in a courteous and efficient manner
Data Analyst
Global CIS Ltd.
Ermita, Manila
10.2011 - 03.2012
- Used knowledge of company products and services to recommend solutions to customers
- Responsible for updating/encoding various data of numerous companies around the world to a database
- Extracted key observations and insights from internal and external data sources to drive decision-making
- Used automated reports to help stakeholders understand complex data
- Designed automated reporting processes utilizing SQL queries and Excel macros for streamlined data analysis
- Maintained and updated business intelligence tools and databases
- Disseminated information regarding tools, reports, and metadata enhancements
- Responsible for updating/encoding various data of numerous companies around the world to a database
- Analyzed the profile of a company as to its status and background in making decisions about granting their loan applications
- Provided recommendations to companies in deciding to conduct business transactions to their clients when it comes to financial, management and any other business matters
Education
Bachelor of Science - Information Technology
University of The East
C.M Recto Ave Sampaloc ManilaSkills
MS Word
MS Excel
MS PowerPoint
MS Access
FileMaker Pro
Customer Relations
Active Listening
Microsoft Excel
Customer Service
Technical Support
Customer Relationship Management
Awards
- One of the Top Performing Agents - Team Level (Printer Queue), 11/01/14
- Excellent performance in 'Customer Satisfaction' for most number of survey counts, 01/01/16
- Perfect and excellent overall performance for the team, 02/01/16
- Agent Performance Award presented by Convergys for making a difference in 'Customer Satisfaction and Service', 05/13/16
Timeline
Technical Support Specialist
SuperStaff
08.2024 - 01.2025
Customer Service Representative (LG Appliances)
Concentrix
10.2023 - 07.2024
Technical Support Representative
Convergys
06.2014 - 10.2023
Administrative Coordinator- Order Management
Globe Telecom
10.2013 - 02.2014
Data Analyst
Global CIS Ltd.
10.2011 - 03.2012
Bachelor of Science - Information Technology
University of The East