John Mark Ugay

• Trained for Amazon US Retail and UK Retail
• Enhanced customer satisfaction by providing timely and accurate product information.
• Cross-trained and provided backup support for organizational leadership.
• Fulfilled customers' special requests for merchandise and delivery times.

• Trained for Samsung New Zealand Technical support (Multi skilled Agent), Sales, Chat and Email support
• Translated complex technical issues into digestible language for non-technical users.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Mentored new team members on company protocols and best practices for delivering exceptional technical support services.

Voice - Chat -Email Expertise

• Cross-trained and provided backup support for organizational leadership.
• Responded to customer inquiries and provided accurate information about products and services via live chat.
• Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
• Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
• Assisted customers with product troubleshooting and provided relevant solutions to ensure their needs were met.
• Assisted in reducing response times by creating pre-written responses for frequently asked questions from customers.
• Identified trends in customer concerns and reported findings to management for continuous improvement initiatives.
• Installed and configured operating systems and applications.
• Maintained up-to-date knowledge on company products and services to effectively assist customers in their inquiries.

• Trained for Virgin Media Customer Service, O2 Billing and General Support, O2 Renewals and Retention
• Utilized customer service software to manage interactions and track customer satisfaction.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Cross-trained and provided backup support for organizational leadership.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Processed customer service orders promptly to increase customer satisfaction.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Educated customers about billing, payment processing and support policies and procedures.
• Updated account information to maintain customer records.
• Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
• Achieved or exceeded company-defined sales quotas.