Ginno Duka
Bacolod
Summary
Dedicated and experienced customer support professional with a proven track record of delivering exceptional service to clients and customers. Possessing several years of industry experience, I have developed a strong set of skills and knowledge that enable me to effectively handle a wide range of customer needs and issues. Throughout my career, I have honed my communication and problem-solving abilities, allowing me to understand customers' concerns and provide efficient solutions. With patience and empathy, I strive to exceed customer expectations by providing the best possible experience and ensuring all their needs are met. I firmly believe that customer satisfaction is the key to success and always go above and beyond to achieve it. Thank you for visiting my profile, and I look forward to connecting with you.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Product Support Specialist
Podium
04.2023 - Current
- Work with Podium customers to answer how-to questions and troubleshoot the Podium platform
- Deliver a "human-first" experience and resolutions for customers through voice and written interactions across chat, email, phone, and Podium tools in a timely and accurate manner
- Work with Podium to increase organizational efficiencies, share feedback, and help others work smarter while driving customer value higher
- Collaborate with certain Podium departments (Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement and contribute to retaining customers long term!
- Will not stop at a simple resolution, but will look for opportunities to help customers maximize their value from Podium, looking for new ways to work smarter and delight customers!
Client Success Representative
Cavista
02.2022 - 04.2023
- Provide consultative support and solutions for all Cavista clients
- Answer questions via phone and support ticketing center
- Resolve problems and offer general assistance for the day-to-day operations of our various products
- Partner effectively to provide quality support, while always upholding company values
- Respond rapidly and provide prompt support to client concerns
- Escalate unresolved matters and maintain ownership through to a timely resolution
- Receive ongoing training to maintain knowledge and relevancy within the industry and company products/services
- Communicate with clients and research to diagnose inquiries
- Manage database records and provide status reports on reported issues
Technical Support Specialist
Concentrix
01.2017 - 02.2022
- Resolve customer service requests via established troubleshooting procedures
- Maintain knowledge of all products network configurations and adhere to troubleshooting procedures
- Follow departmental procedures regarding customer call etiquette
- Follow departmental procedures regarding escalations
- Cooperate and communicate with team members to meet departmental goals
- Follow company policies and procedures, including adhering to scheduling and attendance requirements
- Perform other duties/projects as requested Supervisors / Management Team
- Provide product knowledge support to agents as an SME(Subject Matter Expert)
- Worked as a TLT(Team Leader Trainee)
- Supervising10-13 agents for9 months
Technical Support Representative
Teleperformance
02.2014 - 01.2017
- Answer courteously inbound calls
- Respond to customer inquiries
- Provide personalized customer service by responding to the needs of the customers
- Ensure feedback from the customer to further improve customer services
- Manage and update customer databases with the status of each customer
- Coordinate with the dispatch team to send products or provide services on time to customers
- Build customer loyalty by follow-up of customer calls
- Evaluate the problems of the customers and provide logical lasting solutions
Technical Support Representative
TTEC
02.2013 - 01.2014
- Resolve customer service requests via established troubleshooting procedures
- Maintain knowledge of all products network configuration and adhere to troubleshooting procedures
- Follow departmental procedures regarding customer call etiquette
- Follow departmental procedures regarding escalations
- Cooperate and communicate with team members to meet departmental goals
- Follow company policies and procedures, including adhering to scheduling and attendance requirements
- Perform other duties / projects as requested Supervisors / Management Team
Technical Support Engineer
Amplex Emirate LLC
09.2007 - 02.2011
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g
- Software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
Desktop Support Technician
Integrated Computer Systems, Inc.
11.2006 - 04.2007
- Address user tickets regarding hardware, software and networking
- Walk customers through installing applications and computer peripherals
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Customize desktop applications to meet user needs
- Record technical issues and solutions in logs
- Direct unresolved issues to the next level of support personnel
- Follow up with clients to ensure their systems are functional
- Report customer feedback and potential product requests
- Help create technical documentation and manuals
Desktop Support Technician
Microserve
10.2005 - 11.2006
- Address user tickets regarding hardware, software and networking
- Walk customers through installing applications and computer peripherals
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Customize desktop applications to meet user needs
- Record technical issues and solutions in logs
- Direct unresolved issues to the next level of support personnel
- Follow up with clients to ensure their systems are functional
- Report customer feedback and potential product requests
- Help create technical documentation and manuals
Education
Bachelor of Science - Computer Engineering
AMA University
Makati City, Philippines12.2004
Skills
- Analytical Skills
- SaaS Support
- Application support
- Telephone support
- CRM software
- Teamwork and collaboration
- Problem-solving
- Multitasking
- Verbal and written communication
- Remote technical support
Certification
- PRDV004: Spreadsheets - Saylor Academy49141864
- ESL001: Elementary English as a Second Language - Saylor Academy49813052
- Home Health Clinical Fundamental - Axxess
- Home Health Clinical - Axxess
- ESL002: Intermediate English as a Second Language - Saylor Academy50525329
- ESL003: Upper-Intermediate English as a Second Language - Saylor Academy50842672
- ESL004: Advanced English as a Second Language - Saylor Academy51078196
- ESL005: Business-Proficient English as a Second Language - Saylor Academy51239089
- Introduction to Digital Journalism - Reuters UC-52005992
- CUST105: Customer Service - Saylor Academy
- Foundations of Contracts and Outsourcing - Udemy UC-a61203fd-5610-4175-81d6-96cf701da5cb
- Accelerated Learning: Study Skills for Success: IT Industry - Udemy UC-89cafc14-dcff-496a-a717-60d029b71386
- Google Docs Ultimate Course2021 - Udemy UC-cb3a0d2e-1241-497a-bd9b-92f0d99674f7
- Ethics and Governance of Artificial Intelligence for Health - World Health Organization OpenWHO
- HTML Module - BitDegree
- Jira Fundamentals Badge - Atlassian213904043
- Introduction to Business Analysis Using Spreadsheets: Basics - Coursera HLX4BUAV4KHF
- Jira Service Management Fundamentals Badge - Atlassian214241115
- Confluence Fundamentals Badge - Atlassian214318202
- Axxess CARE Advanced - Axxess
- Axxess CARE Fundamental - Axxess
- Google Analytics for Beginners - Google Issued Sep2022 - Expires Sep2025
- Infodemic management101 - World Health Organization OpenWHO
- Introduction to ITSM - Atlassian
- Beginner's Guide to Agile in Jira Badge - Atlassian
- 7 Tweaks To Keep Your Website Looking Great! - Udemy
- EF SET English Certificate63/100 (C1 Advanced) - EF Standard English Test (EF SET)
Timeline
Product Support Specialist
Podium
04.2023 - Current
Client Success Representative
Cavista
02.2022 - 04.2023
Technical Support Specialist
Concentrix
01.2017 - 02.2022
Technical Support Representative
Teleperformance
02.2014 - 01.2017
Technical Support Representative
TTEC
02.2013 - 01.2014
Technical Support Engineer
Amplex Emirate LLC
09.2007 - 02.2011
Desktop Support Technician
Integrated Computer Systems, Inc.
11.2006 - 04.2007
Desktop Support Technician
Microserve
10.2005 - 11.2006
- PRDV004: Spreadsheets - Saylor Academy49141864
- ESL001: Elementary English as a Second Language - Saylor Academy49813052
- Home Health Clinical Fundamental - Axxess
- Home Health Clinical - Axxess
- ESL002: Intermediate English as a Second Language - Saylor Academy50525329
- ESL003: Upper-Intermediate English as a Second Language - Saylor Academy50842672
- ESL004: Advanced English as a Second Language - Saylor Academy51078196
- ESL005: Business-Proficient English as a Second Language - Saylor Academy51239089
- Introduction to Digital Journalism - Reuters UC-52005992
- CUST105: Customer Service - Saylor Academy
- Foundations of Contracts and Outsourcing - Udemy UC-a61203fd-5610-4175-81d6-96cf701da5cb
- Accelerated Learning: Study Skills for Success: IT Industry - Udemy UC-89cafc14-dcff-496a-a717-60d029b71386
- Google Docs Ultimate Course2021 - Udemy UC-cb3a0d2e-1241-497a-bd9b-92f0d99674f7
- Ethics and Governance of Artificial Intelligence for Health - World Health Organization OpenWHO
- HTML Module - BitDegree
- Jira Fundamentals Badge - Atlassian213904043
- Introduction to Business Analysis Using Spreadsheets: Basics - Coursera HLX4BUAV4KHF
- Jira Service Management Fundamentals Badge - Atlassian214241115
- Confluence Fundamentals Badge - Atlassian214318202
- Axxess CARE Advanced - Axxess
- Axxess CARE Fundamental - Axxess
- Google Analytics for Beginners - Google Issued Sep2022 - Expires Sep2025
- Infodemic management101 - World Health Organization OpenWHO
- Introduction to ITSM - Atlassian
- Beginner's Guide to Agile in Jira Badge - Atlassian
- 7 Tweaks To Keep Your Website Looking Great! - Udemy
- EF SET English Certificate63/100 (C1 Advanced) - EF Standard English Test (EF SET)
Bachelor of Science - Computer Engineering
AMA University
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