Jeff Eross Chris Tawatao

• Managed high levels of call flow and responded to technical support needs.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
• Researched and identified solutions to technical problems.
• Used ticketing systems to manage and process support actions and requests.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.

• Documented participation and evaluated learning for each participant.
• Assessed additional needs based on training progress and collaborated with management to meet requirements.
• Trained and mentored Number new personnel hired to fulfill various roles.
• Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
• Increased employee retention through engaging and relevant training sessions tailored to individual needs.
• Provided coaching and mentoring to employees.
• Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
• Facilitated virtual, in-person and blended learning sessions.

Engaged leads through use of system dialer.

Presented targeted online educational offers matching specific student requirements.

Linked potential students with universities matching their profiles.

• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests for products, services, and company information.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Contributed to sales growth by upselling products and services based on individual customer requirements.