Karlyn Mendoza
Cainta
Summary
Equipped with strong troubleshooting and problem-solving skills, I am driven to continuously learn and excel in a technical support environment. My expertise encompasses operating systems and software applications, bolstered by excellent communication abilities. I am prepared to leverage and enhance my troubleshooting and communication skills in Technical and Customer Service positions.
Overview
9
9
years of professional experience
Work History
Technical Support Advisor
Concentrix Daksh
Pasig City, Metro Manila
01.2024 - 08.2024
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
Customer Service Representative
Concentrix Daksh
Pasig City, Metro Manila
04.2022 - 01.2024
- Provides quality banking service to meet customer needs
- Handles customer transactions, posts transactions, pays out funds, and verifies cash
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
WNS Global Services
02.2019 - 03.2022
- Escalating customer concerns (SME)
- Handles refunds, bills and payments
- Doing outbound calls when needed, especially regarding waiver requests
- Responsible for the process of cancelling and changing customer's reservation
Technical Support Representative
Convergys
Mandaluyong, Metro Manila
01.2017 - 01.2019
- 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 software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Managed high levels of call flow and responded to technical support needs.
- Boosted 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.
Customer Service Representative
Convergys
Mandaluyong, Metro Manila
06.2015 - 01.2017
- Reconnect and extend customer's internet plan
- Explaining their billing statements
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor of Science - Business Administration Major in Marketing Management
University of Rizal System
01.2015
Skills
- GDS Sabre
- Multi-tasking
- MS Excel
- MS Word
- Ticket management
- Technical support triage
Training
- Tier 2 GDS Sabre Customer Service, 10/01/19
- Safeguarding Values through Advertising, 09/23/13
- Career Planning and Training and Development, 02/13/13
- Surging Ahead Towards Sustainable Business Society, 02/13/13
- MARKETISTA: Triumphant as Ever, 01/18/13
- Marketing Mash Up: Hybrid for the New Breed, 07/31/12
- The Power in ME (Marketing Education), 02/18/11
Timeline
Technical Support Advisor
Concentrix Daksh
01.2024 - 08.2024
Customer Service Representative
Concentrix Daksh
04.2022 - 01.2024
Customer Service Representative
WNS Global Services
02.2019 - 03.2022
Technical Support Representative
Convergys
01.2017 - 01.2019
Customer Service Representative
Convergys
06.2015 - 01.2017
Bachelor of Science - Business Administration Major in Marketing Management
University of Rizal System