HERLENE GRACE C. SARDUA
Technical Support Expert
Cadiz, Province of Negros Occidental
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
3
3
years of professional experience
Work History
Technical Support Expert
Asurion
Iloilo City
05.2024 - Current
- Provide quality assistance to customers with their concerns and offer value added services.
- Reduced call-back rates by providing clear instructions and comprehensive resolutions to customers'' issues.
- Developed rapport with clients by addressing their needs professionally while adhering to company guidelines.
Customer Care Representative
Concentrix
Bacolod City
05.2023 - 04.2024
- Process real time reservation and bookings.
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed approximately 40 incoming calls and emails per day from customers.
Quality Assurance Specialist/ Analyst
Panasiatic Solutions
Bacolod City
01.2022 - 07.2022
- Weekly calibration for agents understanding with latest process/updates
- Evaluate calls for better scores and elevating agents opportunities
- Coach agents with their areas of opportunities and making sure getting their key takeaways
- Weekly meeting with clients for real time resolution of pending/parked question in terms of process
Customer Service Representative
Panasiatic Solutions
Bacolod City
6 2020 - 1 2022
- Follows client mandated policies while maintaining Quality Customer Experience
- Tech support expertise; wide array of operating software from Android to Ios
- Provide expert opinion in terms of product use and procedures
- Good judgement in terms of issue resolution for customers concerns.
Education
Elementary -
Egido-Fernandez Elementary School
High School - undefined
Fr. Gratian Murray AFSC Integrated School
Senior High School - undefined
Dr. Vicente F. Gustilo Memorial National High School
College - Bachelor of Science Major in Information System - Undergraduate
Carlos Hilado Memorial State College - Fortune Towne
Skills
Remote Support
Data Recovery
Mobile Device Management
Network configuration
Customer Service
Ticket management
Technical issues analysis
Customer service expert
undefinedReferences
- Reyland Suerte, Panasiatic Solutions, Trainer
- Nico Ortiz, Panasiatic Solutions, Quality Assurance Specialist
- May Joy Porcal, Concentrix, Senior Real Time Analyst
Training
Immersion, Cadiz City Budget Office, 2020
Timeline
Technical Support Expert
Asurion
05.2024 - Current
Customer Care Representative
Concentrix
05.2023 - 04.2024
Quality Assurance Specialist/ Analyst
Panasiatic Solutions
01.2022 - 07.2022
Customer Service Representative
Panasiatic Solutions
6 2020 - 1 2022
Elementary -
Egido-Fernandez Elementary School
High School - undefined
Fr. Gratian Murray AFSC Integrated School
Senior High School - undefined
Dr. Vicente F. Gustilo Memorial National High School
College - Bachelor of Science Major in Information System - Undergraduate
Carlos Hilado Memorial State College - Fortune Towne
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