JOZEAH JUSTIN C. FAUSTINO
Technical Support / Customer Service Representative
Muntinlupa City,Barangay Poblacion
Summary
Technical Support / Customer Service Specialist delivering IT troubleshooting, customer guidance, and timely issue escalation across high-volume phone support. Resolves end-user concerns by combining product knowledge, clear communication, and careful use of internal policies and procedures. Maintains quality and productivity standards while keeping call handling efficient and customer interactions professional.
Work History
Branch Sales Manager
Safe Water Katarungan
02.2025 - 08.2026
- Led sales team to achieve quarterly targets through strategic coaching and performance evaluations.
- Developed and implemented effective sales strategies to enhance customer engagement and retention.
- Analyzed market trends to identify new business opportunities and inform product offerings.
- Collaborated with cross-functional teams to streamline operations and improve service delivery efficiency.
- Trained and mentored staff on best practices in customer service and sales techniques.
- Monitored inventory levels, ensuring optimal stock availability for high-demand products.
- Led by example, exhibiting strong work ethic and consistently meeting or exceeding individual sales targets while inspiring team members to do the same.
- Fostered strong relationships with key clients, enhancing loyalty and driving repeat business.
- Managed branch sales, customer service, finances and recordkeeping.
- Set clear performance goals for the sales team, providing regular feedback on progress toward targets while offering support where needed.
- Set pricing strategy and discount rates.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
TECHNICAL SUPPORT / CUSTOMER SERVICE SPECIALIST
IBEX GLOBAL SERVICES
01.2022 - 12.2023
- Managed incoming calls from customers, consistently assessing their needs and providing appropriate guidance.
- Applied strong customer service and critical thinking skills to effectively resolve customer issues and address concerns, ensuring customer satisfaction.
- Maintained optimal call lengths while delivering friendly, informative, and helpful assistance in alignment with company standards.
- Upheld productivity and quality standards to meet company expectations and deliver exceptional service to customers.
- Exhibited a keen sense of urgency in responding to customer inquiries promptly and efficiently.
- Escalated customer issues accurately and in accordance with company protocols, ensuring timely resolutions.
- Delivered consistently timely, accurate, and professional customer service, fostering positive relationships with customers and reflecting positively on the company.
- Demonstrated comprehensive knowledge and utilization of departmental resources, policies, and procedures.
Education
Bachelor of Science - Information Technology
01-2019
Skills
Troubleshooting
Printers
Drivers
Mac OS
SQL
Customer communication
Technical support
Incident escalation
Call handling
Knowledge base use
Timeline
Branch Sales Manager - Safe Water Katarungan
02.2025 - 08.2026
TECHNICAL SUPPORT / CUSTOMER SERVICE SPECIALIST - IBEX GLOBAL SERVICES
01.2022 - 12.2023
SAN BEDA COLLEGE - Bachelor of Science, Information Technology