Joshua Niro Roca
Imus, Province Of Cavite
Summary
With a proven track record at Amazon, I excel in delivering top-notch customer service and remote support, enhancing customer satisfaction through effective complaint resolution. My expertise in ticketing systems and active listening, combined with a knack for critical thinking, has significantly improved service delivery, showcasing my ability to address and solve customer issues efficiently.
Overview
9
9
years of professional experience
Work History
Tech Support / CS / Email Support
Unity Communications
01.2023 - Current
- Increased customer satisfaction by promptly addressing complaints and implementing corrective actions.
- Coordinated with carriers to correct feature and plans ensuring timely support while minimizing costs.
- Assisted clients with technical inquiries, providing clear explanations and solutions to their problems, wether via email or call
- Investigated and resolved customer inquiries and complaints quickly.
Tech/Live Chat Agent/Email Support Representative
Amazon
01.2019 - 01.2022
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Developed exemplary writing skills through continued correspondence with upwards of 30 customers per day.
Tech Support / CS
Convergys
01.2018 - 01.2019
- Conducted regular systems maintenance tasks to optimize performance and prevent potential issues.
- Maintained accurate documentation of customer interactions, troubleshooting steps, and resolutions.
- Increased customer satisfaction by promptly addressing complaints and implementing corrective actions.
Tech Support / CS
Sykes Asia Inc. Cebu
01.2016 - 01.2017
- Maintained accurate documentation of customer interactions, troubleshooting steps, and resolutions.
- Increased customer satisfaction by promptly addressing complaints and implementing corrective actions.
- Coordinated with vendors when procuring replacement parts or equipment, ensuring timely delivery while minimizing costs.
Education
No Degree - Bachelor Of Business
University Of Cebu
Cebu City, Province Of Cebu, PhilippinesSkills
- Ticketing system experience
- Contact Tech Support
- Remote support
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Call center experience
Timeline
Tech Support / CS / Email Support
Unity Communications
01.2023 - Current
Tech/Live Chat Agent/Email Support Representative
Amazon
01.2019 - 01.2022
Tech Support / CS
Convergys
01.2018 - 01.2019
Tech Support / CS
Sykes Asia Inc. Cebu
01.2016 - 01.2017
No Degree - Bachelor Of Business
University Of Cebu
Similar Profiles
Catherine OrdasCatherine Ordas
Sales Representative at Unity CommunicationsSales Representative at Unity Communications
ALEJANDRA CAPUSO AMBILALEJANDRA CAPUSO AMBIL
Intake Coordinator at UNITY COMMUNICATIONSIntake Coordinator at UNITY COMMUNICATIONS
Therese InzerilloTherese Inzerillo
Supervisor at Unity World Headquarters at Unity Village, Silent Unity PrayerSupervisor at Unity World Headquarters at Unity Village, Silent Unity Prayer