Josephine Alda
Summary
Skilled Technical Support Representative with a proven track record at Concentrix, Inc., excelling in technical troubleshooting and customer communication. Enhanced customer satisfaction through effective problem-solving and empathy, significantly improving first-call resolution rates. Continuously expanded technical and product knowledge, adept at network configuration and handling high-priority escalations with professionalism. Knowledgeable in different tools i.e CRM , Einstein360 , biller , ACSR ,
Overview
16
16
years of professional experience
Work History
Technical Support Representative
Concentrix , Inc.
Cebu City, Province Of Cebu, Philippines (Remote)
03.2020 - 12.2024
- 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 internet / network issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Enhamnced first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
Technical Support Representative
Concentrix , Inc
Cebu City, Province Of Cebu, Philippines (Remote)
02.2009 - 12.2019
- 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 Internet / Network issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Enhanced first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Reduced call handling time, implementing efficient diagnostic protocols.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
Cebu Institute of Technology
N. Bacalso Avenue , Cebu City03-1986
Skills
- Technical troubleshooting
- Product troubleshooting
- Remote support
- Active listening
- Technical issues analysis
- Network configuration
- Issue escalation
- Operating systems
- Friendly and patient
- Customer communication and empathy
- Problem-solving
- Troubleshooting network issues
PLaying different musical instrument like Guitar and Ukelele
During my free time I normally play the guitar or ukulele . After stressful day I mostly played those instruments to distress myself.
Timeline
Technical Support Representative
Concentrix , Inc.
03.2020 - 12.2024
Technical Support Representative
Concentrix , Inc
02.2009 - 12.2019
Bachelor of Science - Electrical, Electronics And Communications Engineering
Cebu Institute of Technology