Jocelyn Cain
Iloilo City
Summary
Technology inclined professionals possess 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.
Overview
29
29
years of professional experience
Work History
Technical Support Representative
Teletech
03.2022 - 03.2026
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Collaborated with product development teams to report bugs and suggest improvements based on client feedback.
- Expedited issue resolution for clients through effective troubleshooting and problem-solving.
- Collaborated with product development teams to report bugs and suggest improvements based on client feedback.
- Expedited issue resolution for clients through effective troubleshooting and problem-solving skills.
- Minimized escalations by proactively identifying potential challenges and addressing them early in the process.
Technical Support Agent
Startek Iloilo
09.2017 - 03.2022
- Provided proactive maintenance suggestions to clients, minimizing potential downtime and disruptions.
- Resolved complex technical issues for better client experience and smoother operations.
- Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
- Reviewed internal processes regularly, suggesting improvements that led to reduced average call times and increased customer satisfaction.
Customer Service Agent
Transcom Iloilo
11.2016 - 03.2017
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Actively sought opportunities for continuous learning, attending workshops and training geared towards enhancing professional competencies.
- Delivered personalized support by tailoring interactions based on individual customer preferences and needs.
Customer Service Agent
Avatar Tech/ Voiceless Tech
11.2013 - 09.2016
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
Production Operator
Laguna Electronics Inc.
10.2000 - 10.2002
- Boosted team productivity by training new hires and cross-training existing employees on multiple tasks.
- Increased overall output by effectively managing resources and prioritizing tasks according to deadlines.
- Participated actively in Lean Manufacturing initiatives, driving continuous improvement efforts and contributing to a more efficient production environment.
- Streamlined workflow, closely monitoring production schedules and adjusting operations as needed.
Checker
Sm Harrison Plaza
05.1997 - 10.1997
- Ensured pricing accuracy for all items by conducting daily price checks and updating the system accordingly.
- Handled cash transactions securely, adhering to strict cash handling procedures at all times.
- Enhanced customer satisfaction by accurately scanning items and processing payments in a timely manner.
- Maintained a clean and safe work environment by following company guidelines and reporting any hazards or issues promptly.
Education
Bachelor of Science - Biology
Iloilo Doctor's College
01-1999
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Napnapan Elementary School
Tigbauan, IloiloHigh School Diploma - undefined
Tigbauan National High School
Tigbauan, Iloilo City01-1991
Skills
- Software Installation
- Hardware diagnostics
- Data Recovery
- Network configuration
- Virtualization Technologies
- Remote Support
Languages
Hiligaynon
Tagalog
English
Timeline
Technical Support Representative
Teletech
03.2022 - 03.2026
Technical Support Agent
Startek Iloilo
09.2017 - 03.2022
Customer Service Agent
Transcom Iloilo
11.2016 - 03.2017
Customer Service Agent
Avatar Tech/ Voiceless Tech
11.2013 - 09.2016
Production Operator
Laguna Electronics Inc.
10.2000 - 10.2002
Checker
Sm Harrison Plaza
05.1997 - 10.1997
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Napnapan Elementary School
High School Diploma - undefined
Tigbauan National High School
Bachelor of Science - Biology
Iloilo Doctor's College
Civil Status
Married
Personal Experience
- Technical Support Agent (Charter account), Startek Iloilo, 09/05/17, Present
- Customer Service Agent, Transcom Iloilo, 11/28/16, 03/20/17
- Customer Service Agent, Avatar Tech/ Voiceless Tech, 11/13/13, 09/20/16
- Production Operator, Laguna Electronics Inc., 10/21/00, 10/21/02
- Checker, Sm Harrison Plaza, 05/20/97, 10/20/97
Personal Information
- Date of Birth: 10/11/77
- Nationality: Filipino
Place of Birth
Quezon City
Civil Status
Married
Personal Experience
- Technical Support Agent (Charter account), Startek Iloilo, 09/05/17, Present
- Customer Service Agent, Transcom Iloilo, 11/28/16, 03/20/17
- Customer Service Agent, Avatar Tech/ Voiceless Tech, 11/13/13, 09/20/16
- Production Operator, Laguna Electronics Inc., 10/21/00, 10/21/02
- Checker, Sm Harrison Plaza, 05/20/97, 10/20/97
Personal Information
- Date of Birth: 10/11/77
- Nationality: Filipino