Joana Marie Arriola
Santa Rosa
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. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Asurion
05.2022 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Providing recommendations and making sales about products or services that best suit client needs.
Customer Service Representative
Alorica Philippines
04.2019 - 05.2022
- Handled inbound calls from Riders/Drivers for a food delivery app based in USA, Canada and Australia. -provides general inquiries about active orders/ GPS navigation/ issues with payment/ basic troubleshooting with phone and app -Currently engaged on a program that is CSAT based.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
Subject Matter Expert
Alorica Philippines
03.2016 - 03.2019
- Provides troubleshooting for home internet and cable services for a company based in USA.
- Handle Supervisor calls related to internet and cable issues. - Handle inbound calls from customers who wants to upgrade or refill their services. -
- Resolve issues for Tier 3 escalations. -Answer queries from clients if there are any issues that cause spike on calls in queue.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Collaborated with management to identify and prioritize new development concepts.
Education
Bachelor of Science in Nursing (Undergraduate) -
Far Eastern University
10.2005
Skills
- Gained Technical experience working as a tech support expert for almost 4 years
- Became a Subject Matter Expert for a cable and internet provider
- Have prior experience working with both voice and non-voice accounts
- Remote Support
- Customer service expert
- Goal oriented and supportive of collaboration
- Computer literate
References
- Eleonor Landicho, 09380810779, ehlielandicho@gmail.com, Asurion
- Guia Camille Santos, 09190951583, GuiaCamille.Santos@alorica.com, Alorica Philippines
Timeline
Technical Support Representative
Asurion
05.2022 - Current
Customer Service Representative
Alorica Philippines
04.2019 - 05.2022
Subject Matter Expert
Alorica Philippines
03.2016 - 03.2019
Bachelor of Science in Nursing (Undergraduate) -
Far Eastern University
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