Joan Velasco
Manila
Summary
Proven Technical Support Engineer with a track record of enhancing customer satisfaction through expert resolution of complex technical issues at Foundever. Skilled in technical troubleshooting and fostering customer relationships, demonstrated by mentoring peers and significantly improving service quality. Mastery in Technical Solutions Development and exceptional problem-solving abilities underscore a commitment to excellence and client success. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Technical Support Engineer
Foundever
Mandaluyong
11.2022 - 10.2024
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Earned recognition from management for consistently delivering exceptional service quality.
Customer Service Representative
Teleperformance
Manila
02.2022 - 11.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Travel Consultant
World Wide Destination
Manila
04.2017 - 10.2021
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Handled sensitive information with professionalism and discretion.
Education
Balayan National High School
Balayan Batangas Hotel And Restaurant Management
Sea And Sky College
San Fernando La Union 03.2007
Skills
- Technical Support
- Technical Troubleshooting
- Problem-Solving
- Application support
- System Troubleshooting
- Customer Support
- Software Installation
- Customer Relationship Management
- Teamwork and Collaboration
- Product Knowledge
- Windows Servers
- Technical Solutions Development
- Critical Thinking
- Microsoft Windows and Office
- Remote Technical Support
- Online Chat Support
- A Certification
Reference
Name: Rodelio Cadorna
Title: Manager at Foundever
Contact #: 09987253400
Name: Jaliahmae Amor Jocson
Title: Eligibility/Enrollment Analyst at Optum
Contact #: 09510971023
Timeline
Technical Support Engineer
Foundever
11.2022 - 10.2024
Customer Service Representative
Teleperformance
02.2022 - 11.2022
Travel Consultant
World Wide Destination
04.2017 - 10.2021
Balayan National High School
Hotel And Restaurant Management
Sea And Sky College