HEMYLYN APARATO
TECHNICAL SUPPORT/ CUSTOMER SERVICE REP
Mabalacat City
Summary
Dedicated and experienced Technical Support and Customer Service Professional with over a decade of expertise in the IT, SaaS, Banking and digital marketing industries. With a proven track record of delivering exceptional support across multiple channels, including chat, email, ticketing systems, and voice. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support Customer Service Representative
DachClicks Digital Marketing SaaS
Florida
6 2023 - 4 2024
- Troubleshooting and /or Assist Customer with White Labeling
- Custom Domain DNS config
- SSL Certification, Web Building and Editing,
- SEO and Listings
- Google Analytics troubleshooting, Google and Facebook Ads
- SaaS Dashboard Issues
- Subscription related concern
- Accounts and Billing, Refund and Retentions, Sales.
- Identified and resolved discrepancies and errors in customer accounts.
- Created and maintained detailed database to develop promotional sales.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
Technical Support and Customer Service Representative
REIMAGE PHILIPPINES INC. (formerly TopData Global IT Solutions)
12.2017 - 4 2023
- Live chat, Email, Ticket, Remote access troubleshooting
- Trained with multi-tasking abilities, utilizing all technical and CSR tools when assisting -5 simultaneous chats and emails at the same time
- Troubleshoot and/or assist customer regarding Download and Installation
- VPN software or connection issues in all supported platforms such as Windows devices, Linux, Chromecast, Mac OS, iOS, Android, Smart and Apple TV, Gaming consoles, and supported routers
- Compatibility issues with other softwars and OS versions
- Streaming related issues
- Network connectivity issues.
- Perform remote-access troubleshooting with the use of the LogMeIn Remote Access tool.
- Account and billing concern
- Refund and Retention
- General inquiries and Sales
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Technical Support and Customer Service Representative
Arvato Bertelsmann (Majorel)
09.2015 - 12.2017
- Responding to customer inquiries: This includes answering phone calls, emails, and live chat messages from customers who have questions or concerns about their Xbox console.
- Troubleshooting technical issues: Assisting customers in resolving technical problems they may encounter with their Xbox consoles, such as connectivity issues, game freezing, or error messages.
- Providing product information: Educating customers about the features, functionalities, and specifications of Xbox consoles, games, and accessories.
- Assisting with account management: Helping customers with account-related tasks, such as creating or resetting passwords, updating personal information, and managing subscriptions.
- Processing returns and exchanges: Assisting customers with return and exchange requests for faulty or damaged Xbox consoles or accessories, and providing instructions on how to initiate the process
- Process new orders, cancellations, and order modifications through Shopify Plus
- Escalating complex issues: Identifying and escalating more complex technical issues to higher-level support or engineering teams for further investigation and resolution.
- Maintaining accurate records: Documenting customer interactions, issues, and resolutions in a customer relationship management (CRM) system or ticketing system
- Providing exceptional customer service: Ensuring that customers receive a positive and satisfactory experience by actively listening to their concerns, empathizing with their frustrations, and providing appropriate solutions in a timely manner.
Level 1 Technical Support Representative
Convergys
03.2015 - 09.2015
- Assisting with account setup and activation: Guiding customers through the process of setting up their internet service, activating their modem or router, and configuring their devices to connect to the internet
- Troubleshooting connectivity issues: Helping customers diagnose and resolve internet connectivity problems, such as slow speeds, intermittent connection, or complete loss of internet access
- Providing technical support: Assisting customers with troubleshooting various technical issues related to their internet service, including email setup, DNS configuration, firewall settings, and network connectivity problems.
- Educating customers: Providing customers with information about their internet service, including available features, data limits, and troubleshooting tips to help them resolve common issues on their own
- Handling customer complaints: Resolving customer complaints and concerns in a professional and timely manner, ensuring customer satisfaction and retention
- Answered pre-sale inquiries
- Documenting customer interactions: Maintaining accurate and detailed records of customer interactions, issues, and resolutions in a customer relationship management (CRM) system or ticketing system.
Technical Support and Customer Service Representative
Sutherland Global Services
Angeles City
03.2013 - 02.2015
- Assist customers via live chat, email, ticket, outbound call, and remote access troubleshooting.
- Responsible for answering all customer queries regarding Norton Antivirus
- Offering step-by-step troubleshooting solutions to fix customer issues
- Troubleshooting technical issues: Assisting customers in resolving technical problems they may encounter with their Norton Antivirus software, such as installation errors, virus detection issues, or software compatibility problems to all supported platforms such as Windows devices, Linux, Chromecast, Mac OS, iOS, and Android
- Process account verification, billings and payment, and account update
- Process refund and retention
- Providing product information: Educating customers about the features, functionalities, and benefits of Norton Antivirus software, including information about different subscription plans, and renewal options.
- Perform remote access troubleshooting using the Log Me In remote access tool if needed
- Guiding customers through installation and setup: Assisting customers in downloading, installing, and configuring their Norton Antivirus software on their devices, including providing guidance on best practices for optimal protection.
- Providing guidance on virus removal: Assisting customers in removing viruses, malware, or other security threats from their devices using the Norton Antivirus software
- Updating virus definitions and software: Guiding customers on how to update their Norton Antivirus software to ensure they have the latest virus definitions and software patches for enhanced protection.
- Maintaining accurate records: Documenting customer interactions, issues, and resolutions in a customer relationship management (CRM) system or ticketing system.
Financial Customer Support Representative
Sutherland Global Service
Tarlac City
12.2012 - 03.2013
- Assisting with account inquiries: Helping customers with questions about their account balances, transaction history, interest rates, and other account-related information
- Providing technical support: Assisting customers with troubleshooting technical issues related to online banking, mobile banking applications, ATM transactions, and other digital banking platforms
- Assisting with transactions: Guiding customers through various banking transactions, such as deposits, withdrawals, fund transfers, bill payments, and loan applications
- Resolving customer complaints: Addressing and resolving customer complaints and concerns in a professional and timely manner, ensuring customer satisfaction and retention
- Educating customers: Providing customers with information about the bank's products and services, including credit cards, loans, savings accounts, and investment options
- Additionally, educating customers on how to use self-service banking options and digital tools effectively
- Fraud prevention and security: Assisting customers with inquiries related to fraud prevention, identity theft, and security measures
- Educating customers on best practices for protecting their accounts and personal information
- Monthly billing liquidation
- Cross-selling products and services: Identifying opportunities to promote and cross-sell additional bank products and services that may benefit customers based on their financial needs and goals.
Education
B.S in Business Administration - Financial Management
TARLAC STATE UNIVERSITY
06.2002 - 04.2006
Skills
Familiarity with SaaS
Familiarity with CRM tools
Zendesk
Salesforce
internet and network troubleshooting
Multitasking ability
Technical Support
Data Entry
Email management
Remote access troubleshooting
Chat Support
Invoicing
Customer Service
Active Listening
Product Knowledge
Call Management
Complaint resolution
Problem-solving abilities
Call center experience
Critical Thinking
Data Collection
Customer Relations
Computer Proficiency
Microsoft Excel
Information Security
Account updating
Complaint Handling
Customer Relationship Management (CRM)
Live chat support
Microsoft Outlook
Follow-up skills
Customer Education
Product and service solutions
Documentation
Sales expertise
Payment Processing
Order Processing
Reading Comprehension
Administrative Support
Brand representation
Personal Information
- Date of Birth: 11/24/85
- Gender: Female
- Nationality: Filipino
References
- Christine Apoloni, Team Manager, Angeles City, Pampanga, 0993-884-6187, christineapoloni@cloud.upwork.com
- Abel Lagman, Cueprvisor, Tarlac City, 09062080523, lagmanabel@gmail.com
- Jessan Duat, Team Leader, Angeles City, 09667331396, jessanduat1990@gmail.com
Timeline
Technical Support and Customer Service Representative
REIMAGE PHILIPPINES INC. (formerly TopData Global IT Solutions)
12.2017 - 4 2023
Technical Support and Customer Service Representative
Arvato Bertelsmann (Majorel)
09.2015 - 12.2017
Level 1 Technical Support Representative
Convergys
03.2015 - 09.2015
Technical Support and Customer Service Representative
Sutherland Global Services
03.2013 - 02.2015
Financial Customer Support Representative
Sutherland Global Service
12.2012 - 03.2013
B.S in Business Administration - Financial Management
TARLAC STATE UNIVERSITY
06.2002 - 04.2006
Technical Support Customer Service Representative
DachClicks Digital Marketing SaaS
6 2023 - 4 2024
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