JEAN GEBENE C. JULIAN
Summary
Skilled in technical and product troubleshooting, I enhanced customer loyalty and increased first-call resolution rates at TTEC by developing a comprehensive knowledge base. My experience at Teleperformance Cebu IT Park honed my empathy in customer interactions, marrying technical support proficiency with exceptional service skills.
Overview
3
3
years of professional experience
Work History
Technical Support Representative
TTEC
01.2023 - 10.2024
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Managed high levels of call flow and responded to technical support needs.
- Enhanced customer loyalty with prompt and effective resolution of technical issues.
- Increased first-call resolution rates by developing comprehensive knowledge base accessible to all team members.
Customer Service Representative
Teleperformance Cebu IT Park
07.2021 - 07.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
Education
SENIOR HIGHSCHOOL - TECHNICAL VOCATIONAL LIVELIHOOD
DAANBANTAYAN NATIONAL HIGHSCHOOL
Daanbantayan, Province Of Cebu, Philippines03-2020
Skills
- Technical Troubleshooting
- Technical Support
- Product Troubleshooting
- Remote Support
Timeline
Technical Support Representative
TTEC
01.2023 - 10.2024
Customer Service Representative
Teleperformance Cebu IT Park
07.2021 - 07.2022
SENIOR HIGHSCHOOL - TECHNICAL VOCATIONAL LIVELIHOOD
DAANBANTAYAN NATIONAL HIGHSCHOOL
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