Henry Gersen Cariaga
Gersen
Bangar,La Union
Summary
To apply for a position in which acquired education, experience, creative talents, skills, and commitment to excellence will have valuable application.
Experienced Technical Assistant successful handling problems and determining optimal solutions. Good documentation and reporting skills with solid understanding of customer, team and vendor relations.
Quality-driven and goal-focused with strong research, planning and problem-solving abilities. Gifted in being a technical knowledge base, organizing workflow and improving processes.
Detail-focused Technical Assistant lends expert helping hand to installing, running and managing complex hardware and software deployments. Brings more than 10 years of experience detecting, fielding and resolving support needs. Marries problematic installations to pull optimum performance. Extensive understanding of common IT performance degradation issues to serve as face of tech support department. Detail-oriented approach to assembling and customizing products according to specific organizational need.
Overview
20
20
years of professional experience
Work History
Virtual Technical Assistant II
GrowthAssistant
04.2023 - 05.2024
- Assisted client’s customers through email using Gorgias and Asana
- Monitored order for customers to make sure it will be completed on time
- Functioned as Quality Analyst.
- Enhanced accessibility of technical documentation through organized gathering and strategic distribution efforts.
- Troubleshot malfunctioning hardware and software deployments to support nonstop operations.
- Set up and configured desktop computers, peripherals and accounts, assigning appropriate security levels.
- Provided high-quality customer support by addressing inquiries and resolving technical problems, leading to increased customer satisfaction.
- Installed technical hardware and software in deskside support environment.
- Served as point-person for support requests with clients and vendors.
- Optimized workflows by automating repetitive tasks using custom scripts or third-party applications, resulting in increased operational efficiency.
- Collaborated with cross-functional teams to develop innovative solutions for complex technical challenges, driving business growth.
- Implemented system upgrades to help mitigate vulnerabilities.
Linguistics Analyst II
Telus International Philippines
09.2022 - 02.2023
- Develop questions and evaluate quality, speed, and relevance of answers
- Fixed Contract
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Record question, response, and evaluation of AI
- Retest with previous questions to evaluate evolution of AI over multiple versions
- Enhanced report accuracy, conducting thorough data audits on regular basis.
Customer Success Manager
Sendle - ZigZag People
04.2022 - 07.2022
- Develops Healthy Customer Relationship
- Enhances Customer Training
- Evaluates and Analyze Customer Needs
- Builds Trust and Transparency with Clients
- Onboards New Clients
- Acts as Customer Advocate
- Encourages Customers to Upgrade their Products
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Managed portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Created customer support strategies to increase customer retention.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
Team Leader
DoorDash – Taskus
San Fernando City, La Union
05.2020 - 03.2022
- Act as a liaison officer between the teammates and the management
- Ensure all workflow that was in place is carefully followed by the Teammates
- DSAT analysis
- Coaching Teammates on their opportunities to help them become a better version of themselves
- Ensure that the daily KPIs are met
- Ensure that the TMs are equipped in dealing with different issues that encounter
- Ensure that the daily attendance is being met
- Ensure that metrics are being met by the TMs by daily monitoring
- Ensure that the Morale of the TMs is high
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.
Interim Team Leader - Client Analysts (QA)
DoorDash – Taskus
11.2018 - 05.2020
- Ensures that all cases that are being handled by teammates are at par with company standards
- Ensure all workflow that was in place is carefully followed by Teammates
- DSAT analysis
- Assumed Client Analysts Team Leader POC for 1 Year
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Conducting team meetings regarding quality
- Responsible for doing analysis from audited cases
- Identify following opportunities of account as whole based on audited cases
- Present analysis to operations and client as well as provide suggestions on how to better manage quality of cases
- Responsible for certifying trainees to ensure that are ready for production job
Customer Service Representative
DoorDash – Taskus
09.2018 - 11.2018
- Responsible to assist customers’ inquiries through email, chat, and phone
- 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.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
Sales/Tech Support II
Sitel Philippines
Baguio City
10.2017 - 02.2018
- Assisting Customers regarding their Cable TV issues and inquiry
- Required to make up-selling every call
- Responsible for answering billing inquiries
- Responsible for creating tailor-fit account featured to customers
- Reduced call escalation rates through effective active listening and problem-solving techniques.
Fraud Specialist
Convergys II
07.2016 - 09.2017
- Assisting customers through inbound and outbound
- Responsible for detecting early fraud indicators on account
- Determine if account is compromised and act accordingly
- Required to do extensive research on account to ensure that account is fraud free
- Required to do follow-up with account owners through outbound call
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Identified trends in fraudulent activities through data analysis, which informed updates to anti-fraud strategies.
- Analyzed emerging fraud trends to adjust monitoring systems accordingly, staying ahead of potential threats.
- Conducted thorough investigations into suspicious account activities, mitigating potential financial losses.
- Conducted regular audits of fraud controls, ensuring compliance with regulatory standards and identifying areas for improvement.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Phone Banker II
Wells Fargo
Taguig City
08.2013 - 09.2014
- Responsible for keeping customers’ Debit/ Savings accounts current
- Provide account reviews and suggest other beneficial products if necessary
- Perform account maintenance
- Handled over 90 incoming telephone calls, emails and chat requests.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Managed leads and referrals for prospects interested in specific bank products such as loans and credit cards.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
Social Welfare Assistant
Department of Social Welfare and Development
09.2012 - 03.2013
- Assists in Interviewing and assessing individuals/families in crisis situation by ensuring delivery of comprehensive and appropriate actions
- Reviews General Intake Sheet (GIS) and other supporting documents needed for claims of clients
- Prepares Social Case Study Report
- Demonstrated cultural sensitivity while working with diverse client populations, fostering trust and rapport during interactions.
- Managed high volume of cases, consistently maintaining accuracy and attention to detail under pressure.
- Conducted home visits when necessary, assessing living conditions and identifying potential safety concerns.
- Supported families in crisis through active listening, empathetic communication, and helpful referrals to appropriate services.
- Maintained accurate records of all client interactions, ensuring compliance with federal and state regulations.
- Participated in ongoing professional development opportunities, staying current on best practices within field of social work.
- Improved client satisfaction by providing timely and accurate assistance with social welfare programs.
Technical Support Representative
Sutherland Global Services
Taguig City
02.2010 - 02.2011
- Assist members in resolving issues with U-Verse services (Internet, TV and VoIP) and handle Billing and Service order concerns
- Offer products and services that would be best for members’ needs
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
Process Executive (Retail Services)
Genpact – Wachovia
Muntinlupa City
10.2008 - 12.2009
- Handled transactions on Checking and Savings Accounts such us:
- Linking different types of customers’ accounts
- Setting up Overdraft Protection
- Monetary adjustments
Customer Service Associate (Card Services)
HSBC Electronic Data Processing Philippines
04.2008 - 09.2008
- Handled Credit Card concerns; i.e
- Billing, Account maintenance, and Enhancement services
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Customer/ Technical Support (Lynuxworks)
Onvaio Asia
Makati City
07.2006 - 02.2008
- Responsible in verifying specification of client’s project and identifying OS that will be needing
- Onboarding clients
- Managing clients account by constantly in contact through email, chat and phone
- Handled LynxOS, BlueCat, LynxOS 178
- Collaborated with cross-functional teams to address recurring customer issues and implement long-term solutions.
- Developed strong relationships with clients by consistently exceeding expectations in problem-solving capabilities.
- Streamlined support processes by developing comprehensive troubleshooting guides and resources.
- Demonstrated adaptability in handling diverse technical environments, including various hardware, software, and network configurations.
VOIP Tech/CARE/Email Support
SITEL Philippines
01.2006 - 07.2006
- Handled Billing, RMA, LNP, and Technical support through Email
- 1 of top agents for month of April
- Strengthened client relationships by delivering prompt technical assistance for complex issues related to VoIP applications.
- Enhanced network performance by designing and implementing VoIP solutions for various clients.
- Ensured secure communication channels through proper implementation of encryption protocols in accordance with company policies and industry standards.
- Enabled cost savings by recommending appropriate hardware upgrades or replacement based on thorough analysis of existing equipment lifespan and overall network requirements.
- Collaborated with cross-functional teams to ensure seamless integration of VoIP technologies into existing networks.
- Fostered a culture of continuous improvement by participating in ongoing training programs and collaborating with colleagues on professional development initiatives related to VoIP technologies.
- Maximized productivity by providing technical support for end-users during the migration process from legacy systems to new VoIP platforms.
Sales Representative/ Team Leader
Networx Frontier International INC.
Pasig City
01.2005 - 10.2005
- Top seller for month of May
- Served as Call Center Associate for first four months
- Promoted as Acting Team Leader in June
- Handled two campaigns, with at least 9 agents
- Led a team of sales representatives to improve overall performance through mentoring, coaching, and regular evaluations.
- Developed new business opportunities by prospecting potential clients and presenting product benefits.
- Implemented innovative sales techniques to enhance team productivity and drive results.
- Organized monthly sales meetings to review progress, set goals, and discuss areas for improvement among team members.
- Established positive work environment through clear communication, encouragement, and recognition of achievements.
- Conducted regular market research to stay ahead of industry trends and adjust strategies accordingly.
- Provided comprehensive training programs for new hires to ensure they were well-equipped for success in field.
Sales Executive/ Team Leader
Addforce / Bayantel
Legazpi City
12.2003 - 06.2004
- Two-time top seller for months of April and May
- Served as agent for company
- Promoted as team leader on 2nd month
Education
B.S. - Computer Science
Aquinas University of Legazpi
Legazpi City Associate of Science - Computer Engineering Technology
Technological University of The Philippines
Malate, Manila CitySkills
Personal Information
- Place of Birth: Manila
- Citizenship: Filipino
- Child Name: Elijah Henry Cariaga
- Child Name: Elisha Lovelle Cariaga
- Child Name: Isaiah Henry Cariaga
- Child Name: Zachariah Henry Cariaga
- Date of Birth: 06/26/78
- Gender: Male
- Marital Status: Single
Timeline
Virtual Technical Assistant II
GrowthAssistant
04.2023 - 05.2024
Linguistics Analyst II
Telus International Philippines
09.2022 - 02.2023
Customer Success Manager
Sendle - ZigZag People
04.2022 - 07.2022
Team Leader
DoorDash – Taskus
05.2020 - 03.2022
Interim Team Leader - Client Analysts (QA)
DoorDash – Taskus
11.2018 - 05.2020
Customer Service Representative
DoorDash – Taskus
09.2018 - 11.2018
Sales/Tech Support II
Sitel Philippines
10.2017 - 02.2018
Fraud Specialist
Convergys II
07.2016 - 09.2017
Phone Banker II
Wells Fargo
08.2013 - 09.2014
Social Welfare Assistant
Department of Social Welfare and Development
09.2012 - 03.2013
Technical Support Representative
Sutherland Global Services
02.2010 - 02.2011
Process Executive (Retail Services)
Genpact – Wachovia
10.2008 - 12.2009
Customer Service Associate (Card Services)
HSBC Electronic Data Processing Philippines
04.2008 - 09.2008
Customer/ Technical Support (Lynuxworks)
Onvaio Asia
07.2006 - 02.2008
VOIP Tech/CARE/Email Support
SITEL Philippines
01.2006 - 07.2006
Sales Representative/ Team Leader
Networx Frontier International INC.
01.2005 - 10.2005
Sales Executive/ Team Leader
Addforce / Bayantel
12.2003 - 06.2004
B.S. - Computer Science
Aquinas University of Legazpi
Associate of Science - Computer Engineering Technology
Technological University of The Philippines
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