John Nilo Versoza
Cebu City
Summary
IT professional with a diverse background in computer maintenance, network troubleshooting, programming, sales, and frontline customer service. Combines technical problem-solving with hands-on experience in addressing customer concerns, explaining solutions, and adapting to different technical and business needs.
Overview
10
10
years of post-secondary education
5
5
years of professional experience
Work History
Customer Service Representative
CONCENTRIX
Cebu City, Cebu
05.2026 - Current
- Handle inbound and outbound customer inquiries and concerns, providing accurate information and appropriate solutions.
- Assess customer issues, identify underlying concerns, and explain available resolutions clearly and professionally.
- Managed complex customer complaints and escalated cases, ensuring resolution aligned with company policies and procedures.
- Maintain clear and professional communication while managing sensitive customer concerns.
- Performed customer verification to ensure compliance with account-specific guidelines and service standards, enhancing service quality.
- Documented customer interactions and followed established procedures for effective case handling and resolution.
Freelance IT
Support Technician
Madridejos, Cebu
04.2022 - 04.2026
- Installed, configured, and troubleshot operating systems and software applications.
- Diagnosed and resolved computer, peripheral, and software-related issues.
- Executed computer hardware maintenance, troubleshooting, and repairs to ensure optimal operational performance.
- Supported LAN connectivity and resolved basic network issues to enhance system reliability.
- Performed routine preventive maintenance to reduce technical issues and minimize downtime.
Freelance Field Sales Representative
PLDT
Madridejos, Cebu
08.2024 - 12.2025
- Promoted residential internet services through face-to-face customer engagement and digital channels, including Facebook pages.
- Managed online sales inquiries and followed up with prospective customers to convert leads into applications.
- Explained internet plans and service features tailored to customer needs, enhancing customer understanding and satisfaction.
- Assisted customers with application requirements, submission, and follow-ups throughout the sales process.
- Coordinated after-sales assistance and addressed customer concerns regarding applications and internet services, ensuring a smooth customer experience.
- Maintained online customer engagement through social media to expand reach and generate sales opportunities.
Education
Bachelor of Science - Information Technology
Madridejos Community College
06.2022 - 04.2026
Madridejos National High School
06.2016 - 03.2022
Skills
- Computer Hardware and Software Troubleshooting
- LAN and Network Connectivity Support
- Programming and Software Development
- Frontline Customer Service and Voice Support
- Escalation and Complaint Handling
- Adaptability and Continuous Learning
Accomplishments
- UK Escalation Upskilling Training
- Top Advocate UK Voice
- BSIT Magna Cum Laude
Timeline
Customer Service Representative
CONCENTRIX
05.2026 - Current
Freelance Field Sales Representative
PLDT
08.2024 - 12.2025
Bachelor of Science - Information Technology
Madridejos Community College
06.2022 - 04.2026
Freelance IT
Support Technician
04.2022 - 04.2026
Madridejos National High School
06.2016 - 03.2022