Team Sports
Karl Thomas Fabian
Leasing Support Agent
Cebu
Summary
Support professional with robust background in providing comprehensive support and resolving technical issues efficiently. Known for strong collaboration and delivering results in team-oriented environment. Known for troubleshooting capabilities and effective communication, adapting to evolving needs to maintain high service standards.
Overview
12
12
years of professional experience
1
1
Language
Work History
Leasing Support Agent
SunRoom Rentals
10.2023 - Current
- Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Enhanced customer satisfaction by effectively addressing and resolving support issues.
- Maintained detailed records of customer interactions, ensuring accurate tracking and followup.
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
Team Supervisor
Cohere Outsourcing Phil.
01.2021 - 10.2023
- Collaborated with upper management to establish performance goals for the team and develop strategies for achieving them.
- Evaluated team member performance regularly, providing guidance for professional growth and development.
- Assisted in recruiting top talent by conducting interviews, reviewing resumes, and participating in candidate selection decisions.
- Provided ongoing coaching to enhance individual performance levels while fostering teamwork among employees.
- Promoted a culture of continuous improvement by encouraging innovation and problem-solving among team members.
- Resolved conflicts between team members diplomatically, maintaining a healthy working environment conducive to productivity.
- Enhanced team productivity by implementing efficient workflow processes and monitoring daily progress.
- Maintained awareness of basic HR laws and regulations and kept up-to-date with company policies.
- Developed a cohesive team environment through regular communication, collaboration, and constructive feedback.
Sales Associate
Dreamscape Webhosting
10.2019 - 06.2020
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to build rapport and loyalty.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
Customer Service Representative
Cohere Outsourcing Phil.
02.2018 - 02.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
IT Support Specialist
One.com Webhosting
08.2017 - 12.2018
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
Technical Support Representative
Ionos Webhosting
02.2016 - 08.2017
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- 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 software and hardware issues.
Sales After Support Specialist
Ionos Webhosting
12.2013 - 02.2016
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
Billing Support Specialist
Ionos Webhosting
02.2013 - 02.2016
- Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers.
- Researched portals issues related to non-payment within e-billing vendor portals.
- Increased billing accuracy by reviewing and validating invoices before submission.
- Updated pricing on orders in system to promote invoice accuracy for special items, agreements, substitutions and unauthorized deliveries.
- Functioned as key point of contact for billing data integrity matters for clients, vendors and various internal departments.
Education
Associate of Science - Information Technology
Cebu Institute of Technology - University
Cebu City, Province Of Cebu, Philippines 04.2001 -
Bachelor of Science - Nursing
University of Cebu - Banilad
Cebu City, Province Of Cebu, Philippines 04.2001 -
Skills
Complaint handling
Customer relationship management
Failure resolution
Remote support
Customer service
Customer engagement
Application installations
Technical assistance
Issue escalation
Call management
SLA compliance
Incident management
Documentation and reporting
Accomplishments
- Supervised team of 15 staff members.
- Achieved consistent top team status through effectively helping my agents.
Interests
Endurance Sport (Marathon)
Contact Sports
Timeline
Leasing Support Agent
SunRoom Rentals
10.2023 - Current
Team Supervisor
Cohere Outsourcing Phil.
01.2021 - 10.2023
Sales Associate
Dreamscape Webhosting
10.2019 - 06.2020
Customer Service Representative
Cohere Outsourcing Phil.
02.2018 - 02.2019
IT Support Specialist
One.com Webhosting
08.2017 - 12.2018
Technical Support Representative
Ionos Webhosting
02.2016 - 08.2017
Sales After Support Specialist
Ionos Webhosting
12.2013 - 02.2016
Billing Support Specialist
Ionos Webhosting
02.2013 - 02.2016
Associate of Science - Information Technology
Cebu Institute of Technology - University
04.2001 -
Bachelor of Science - Nursing
University of Cebu - Banilad
04.2001 -