Kenneth Escaño
Angeles City
Summary
A well-rounded professional with over 2 years of experience working in the BPO industry. Currently a Technical Support Representative, a front liner in a providing world-class customer support at a top-tier VPN provider. Working closely with Team Lead, QA, teammates, to ensure handling customer concerns with the utmost efficiency.
Overview
4
4
years of professional experience
Work History
Technical Support Representative
Exacot
09.2021 - Current
- Troubleshooting multiple technical and non-technical issues through live chat and email simultaneously via Zendesk platform.
- Walking through customers in setting up and using service features in various devices (Windows, Mac, iOS, Android, Linux, Smart TVs, and routers)
- Highlighting service features and benefits to drive sales from potential customers.
- Handling Billing-related concerns, performing retention with tailored-fit solutions.
- Considered as part of DEST (Dedicated Email Support Team) project with more than satisfactory no. of processed emails during its period.
- Closely coordinating with team members and supervisors for efficient dissemination and collection of relevant information.
Customer Service Representative
Sutherland Global Services
10.2020 - 07.2021
- Answered inbound calls, chats, and emails to facilitate customer service
- Utilized customer service software to manage interactions and track customer cases
- Coordinating with different focal in handling Presales, Returns, Replacements requests
- Consistent in being monthly top agent
- Aided agents as Backup SME.
Education
Bachelor of Science in Industrial Engineering -
Tarlac State University
Romulo Blvd., Tarlac City, Tarlac, Philippines01.2021
Bachelor of Science in Computer Engineering (finished more than 50 credits) -
Mapua Institute of Technology
Muralla St., Intramuros, Manila, Philippines01.2016
2-year Preperatory Course in Computer -
Don Bosco Technical Institute
Sto. Cristo, Tarlac City, Tarlac03.2015
Skills
- Outstanding interpersonal and communication abilities
- Detail-oriented Can analyze data to check for wins and opportunities
- Adaptability Can respond to changing needs and pivot the discretion of a team when necessary
- Proficient in using different CRM tools (eg Zendesk) and Google Workspace
References
Lou Hendrix Pangan
Subject Matter Expert Team Lead - Exacot
+63 975 783 9718
Joe Dane Bardoles
Senior Associate Manager - Sutherland Philippines
+63 475 831 1801
Timeline
Technical Support Representative
Exacot
09.2021 - Current
Customer Service Representative
Sutherland Global Services
10.2020 - 07.2021
Bachelor of Science in Industrial Engineering -
Tarlac State University
Bachelor of Science in Computer Engineering (finished more than 50 credits) -
Mapua Institute of Technology
2-year Preperatory Course in Computer -
Don Bosco Technical Institute
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