JAMAICA CALISIN
Technical Support Representative II
Taguig City,00
Summary
Dedicated Advisor with 7 years of experience in providing quality customer service and technical support. Skilled in troubleshooting, account recovery, and system monitoring. Known for quick and accurate issue resolution, ensuring smooth customer experience. Recognized for consistently delivering high performance and customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
1
1
Language
Work History
Advisor II
Google Concentrix
Fort Bonifacio, Uptown Taguig City
02.2020 - Current
- Assisted an average of 50+ customers daily via chat and email, addressing concerns related to Google’s parental control app.
- Consistently maintained a 95%–100% customer satisfaction rating, demonstrating strong problem-solving and communication skills.
- Met or exceeded key performance indicators (KPIs), including response time, resolution rate, and customer experience metrics.
- Successfully handled 100+ account recovery and password reset cases per week, ensuring seamless user access.
- Provided first-response assistance within 24 hours, improving customer retention and satisfaction.
- Collaborated with higher-tier teams to escalate and troubleshoot recurring technical issues and app bugs, contributing to long-term fixes.
- Maintained detailed and accurate case documentation, ensuring smooth handoffs and compliance with company policies.
- Adapted to frequent product updates and troubleshooting processes, staying up to date with the latest support guidelines.
Technical Support Representative
Teleperformance
Ayala Makati City
12.2018 - 02.2020
- Resolved an average of 50–70 customer inquiries daily through live chat, phone, and email, maintaining a 95%+ customer satisfaction rating.
- Assisted customers with account management, including password resets and credential recovery, ensuring seamless access.
- Managed and maintained user accounts for general managers and hotel owners, ensuring proper access control and security.
- Utilized support ticketing systems to track, escalate, and resolve technical and account-related issues, reducing downtime and improving efficiency.
- Provided technical support for Property Management Systems (PMS) and Point of Sale (POS) solutions, ensuring smooth operations for hotels across the USA, Canada, and parts of Asia.
- Contributed to a 20% reduction in recurring technical issues by identifying patterns and collaborating with internal teams on system improvements
- Maintained comprehensive documentation of support cases, resolutions, and best practices for knowledge sharing and process optimization.
Education
Bachelor of Science - Hospitality management
STI College
Cubao Quezon City 01.2025 - 03.2018
Skills
Case Management
Written and Verbal Communication Skills
Adaptive Team Player
Certification
Six sigma yellow belt certification
Accomplishments
- Promoted from Advisor I to Advisor II and appointed as team POC within a year due to strong performance, earning above-average ratings in the annual performance review.
- Recognized by management as one of the top agents in the business, contributing to higher CSAT and quality scores by sharing best practices with colleagues.
- Recognized as an elite agent for four consecutive years for consistently delivering outstanding performance and service quality.
Additional Information
- Honored as Employee of the Year in 2021, 2022, and 2023.
- Recognized as a Rockstar (Circle of Excellence) in 2023 and 2024 for 3 quarters.
- Awarded the Excellence Award for the entire line of business in 2021 and 2022.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Timeline
Bachelor of Science - Hospitality management
STI College
01.2025 - 03.2018
Advisor II
Google Concentrix
02.2020 - Current
Technical Support Representative
Teleperformance
12.2018 - 02.2020