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
Remote
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
Remote
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
Bacolod City, Philippines
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
Bacolod City, Philippines
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
Bacolod City, Philippines
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
Abu Dhabi, U.A.E.
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.
Philippines
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
Philippines
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
Bachelor of Science - Computer Engineering
AMA University