John Rod Gabrillo
Technical Support Representative
Marilao
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.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Work History
Technical Support Representative
DXC Technology
09.2022 - Current
- Help bank employees for password reset
- Provide assistance for any issues with bank applications
- Provided remote assistance troubleshooting of hardware and software issues, resolving problems quickly and efficiently
- Utilized problem-solving skills to identify root cause of system errors and devise appropriate solutions
Client Service Analyst
Microsourcing
03.2021 - 03.2022
- Email support for cryptocurrency-related account inquiries
- Process guidelines for deposit, withdrawal, fund transfers, trading, loans and investment
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Followed up with customers about resolved issues to maintain high standards of customer service
Technical Support Tier 1
Dexcom Philippines
09.2020 - 02.2021
- Answer calls and emails in line with patients' medical equipment
- Provide troubleshooting and process replacement for any defective parts
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Assisted customers in identifying issues and explained solutions to restore service and functionality
Resolutions Specialist 1
TDCX Philippines
04.2019 - 05.2020
- Conducts a deep dive review in resolving account problem trends to identify the root causes as well as subtle, hidden issues
- Use logic to propose effective solutions to a variety of problems
- Provide final resolution for any problem between Host and Guest
- Developed and maintained courteous and effective working relationships
- Managed accounts to retain existing relationships and grow share of business
Customer Service Representative
TaskUs
10.2018 - 03.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Recommended products to customers, thoroughly explaining details
- Responded to customer requests for products, services and company information
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
Tier 1 Technical Support Representative
Digital Room Inc
01.2018 - 09.2018
- Process orders and make changes with the customer's file
- Provide proof to the customer when it comes to final changes made with their file
- Answer calls and email for order and provide troubleshooting steps
Customer Service Representative
Stellar Philippines
01.2017 - 02.2018
- Provide updates and status with the request from the local telco for their conversion with NBN
- Answered customer telephone calls promptly to avoid on-hold wait times
Billing Specialist
Convergys
01.2015 - 01.2017
- Processed plan changes and billing inquiries
- Provided basic troubleshooting for customer's phone and internet services
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Recommended products to customers, thoroughly explaining details
Collections Specialist
EGS, Expert Global Solutions
12.2014 - 04.2015
- Counseled debtors on payment options and arranged installment agreements.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
Customer Service Advocate
Sitel
06.2013 - 11.2014
- Promoted available products and services to customers during service, account management and order calls.
- Provide support with customer's request for booking an appointment with technician.
- Process upselling for warranty's that could cover the repair cost. Handled Escalations and Supervisor Calls
Customer Service Representative
Aegis People Support
01.2012 - 03.2013
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Process booking and changes for reservations made with Hilton Hotels and its subsidiaries.
Education
No Degree - Hospitality
Polytechnic College of City of Meycauayan
Meycauayan, Province Of Bulacan, Philippines 04.2007 - 05.2009
Skills
Technical support
Customer service
Technical troubleshooting
Customer service expert
Active listening
Remote support
Timeline
Technical Support Representative
DXC Technology
09.2022 - Current
Client Service Analyst
Microsourcing
03.2021 - 03.2022
Technical Support Tier 1
Dexcom Philippines
09.2020 - 02.2021
Resolutions Specialist 1
TDCX Philippines
04.2019 - 05.2020
Customer Service Representative
TaskUs
10.2018 - 03.2019
Tier 1 Technical Support Representative
Digital Room Inc
01.2018 - 09.2018
Customer Service Representative
Stellar Philippines
01.2017 - 02.2018
Billing Specialist
Convergys
01.2015 - 01.2017
Collections Specialist
EGS, Expert Global Solutions
12.2014 - 04.2015
Customer Service Advocate
Sitel
06.2013 - 11.2014
Customer Service Representative
Aegis People Support
01.2012 - 03.2013
No Degree - Hospitality
Polytechnic College of City of Meycauayan
04.2007 - 05.2009
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