HARIETTE MARGARET M. REGUALOS
Caloocan
Summary
To provide productive contributions to organizational affairs by applying my innovative accounts and technical expertise, bringing forth development and excellence in a dynamic workspace which expands my skills and knowledge and satisfies not only my personal goals, but most importantly that of the organization I represent and serve. Detail-oriented as Technical Expert with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Dedicated Customer Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Technical Support Representative
Sutherland Global Services, F PhilPlans Corporate Center, T- Mobile
Triangle, Taguig, Manila
07.2021 - Current
- TEX/ TECH support just promote to tech from CSR customer service.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and use of phone.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Maintained and managed customer files and databases.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Managed high levels of call flow and responded to Mobile technical support needs.
T-Mobile CSR/TEX Support
Alorica
Makati
02.2020 - 06.2021
- Maintained excellent attendance record, consistently arriving to work on time.
- Improved operations through consistent hard work and dedication.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Delivered services to customer locations within specific timeframes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Handled 30 calls per day as a telco account to address customer inquiries and concerns.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Resolved problems, improved operations and provided exceptional service.
Administrative Assistant
Cultural Affairs and Tourism Office, New Caloocan City Hall,
Caloocan
02.2017 - 11.2019
- Collaborated with teams to define, strategize and implement marketing and web strategies.
- Managed relational database to store information for reference, reporting and analysis.
- Scheduled office meetings and client appointments for staff teams.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Improved performance, hiring practices and management systems to facilitate success of client's organization.
- Analyzed problematic areas to provide recommendations and solutions.
- Followed up with existing customers to provide additional support and address concerns.
Talent Acquisition
VXI Holdings
Makati City
03.2016 - 09.2016
- Created and drove talent acquisition and job placement strategies to attract diverse candidates.
- Developed communication and marketing plan and leveraged talent acquisition tools, resources and campaigns to source and attract top talent.
- Created effective talent acquisition training materials that supported culture and performance objectives.
- Sourced and screened candidates for CSR roles and worked with hiring managers to coordinate interviews, offers and onboarding.
- Identified and created recruitment and administrative performance metrics and data to analyze trends, drive change and assess progress.
Account Executive
Onlite LED Lighting Technologies International Corp.
San Juan
11.2012 - 09.2015
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Negotiated sales deals between customers and agency, resulting in mutually beneficial agreements and cultivated relationships.
- Employed proactive and collaborative approaches to strengthen relationships and manage customer needs.
- Qualified leads, built relationships and executed sales strategies to drive new business.
- Reviewed accounts monthly to monitor and track customer satisfaction and complaints.
- Gathered information from clients to secure accounts, verify payment and identify special requirements.
- Cold called, canvassed and obtained referrals to develop sales pipeline.
- Attended networking events to build relationships and identify sales opportunities.
- Trained clients on product features and updates to secure buy-in.
- Gained understanding of goals, objectives and processes to meet client business needs.
Data Center Staff
Office of the Cong. Oscar OCA Malapitan
Caloocan
06.2011 - 09.2012
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Participated in team-building activities to enhance working relationships.
- Developed and maintained courteous and effective working relationships.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Collections Representative
Convergys
Makati City
09.2010 - 02.2011
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Used skip tracing resources to locate debtors and updated information in company system.
- Counseled debtors on payment options and arranged installment agreements.
- Resolved challenging situations with friendly but firm strategies.
- Handled 30 outbound and inbound calls daily with goal of collecting owed debt.
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated to collect balance in full.
- Helped clients plan payoffs for home equity, mixed-use and multi-family loans.
Office Administrative Assistant
SENATE OF THE PHILIPPINES, Senator Richard Gordon
05.2009 - 10.2009
- On the job training
- Created and updated records and files to maintain document compliance.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Authored business documents to organize and emphasize information quickly and effectively.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Identified communication channels to set roadmap to distribute information.
- Sorted, opened and routed mail and deliveries to meet business requirements.
- Prepared mail and packages for shipment, pickup and courier services to expedite delivery.
- Kept reception area clean and neat to give visitors positive first impression.
- Maintained office supplies inventory by checking stock and ordering new supplies.
Education
Bachelor of Arts - Consular and Diplomatic Affairs
DE LA SALLE COLLEGE OF SAINT BENILDE
MANILA 07.2010 - 05.2010
Skills
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Technical Support Representative
Sutherland Global Services, F PhilPlans Corporate Center, T- Mobile
07.2021 - Current
T-Mobile CSR/TEX Support
Alorica
02.2020 - 06.2021
Administrative Assistant
Cultural Affairs and Tourism Office, New Caloocan City Hall,
02.2017 - 11.2019
Talent Acquisition
VXI Holdings
03.2016 - 09.2016
Account Executive
Onlite LED Lighting Technologies International Corp.
11.2012 - 09.2015
Data Center Staff
Office of the Cong. Oscar OCA Malapitan
06.2011 - 09.2012
Collections Representative
Convergys
09.2010 - 02.2011
Bachelor of Arts - Consular and Diplomatic Affairs
DE LA SALLE COLLEGE OF SAINT BENILDE
07.2010 - 05.2010
Office Administrative Assistant
SENATE OF THE PHILIPPINES, Senator Richard Gordon
05.2009 - 10.2009
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