KHOUHEN STERCIE
BS Marine Engineering
Talamban
Summary
Experienced Production Manager successful maintaining consistent on-time delivery for customers. Well-organized, proactive and resourceful in dealing with routine and complex production issues.
Qualified Advanced Technical Support Specialist with 7 years of technical and customer service experience. Provides comprehensive support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Rep II
RealPage Philippines Inc.
10.2022 - Current
- RealPage provides property management software, data analytics, and services to efficiently manage rental properties and real estate.
- Responded to customer requests for products, services, and company information.
Production Manager
Bookwise Global Advertising
09.2021 - 09.2022
- Online Book Publishing involves preparing, designing, printing, distributing, and marketing books in physical or digital formats to reach readers.
- Standardized production procedures, job roles, and quality assurance guidelines.
- Collaborated with cross-functional teams to ensure timely delivery of high-quality products according to customer requirements.
Customer Service Rep II
Concentrix
06.2020 - 09.2021
- Citibank, a division of Citigroup, is a global bank offering personal and business banking services, credit cards, loans, wealth management, and investment solutions.
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
Technical Support II
Teleperformance
Cebu City, Cebu
10.2019 - 06.2020
- Ring LLC, owned by Amazon, makes smart home security devices and runs Neighbors, a safety-focused social network where users share footage, accessible to law enforcement for investigations.
- 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.
Technical Support II
Concentrix/Convergys
Cebu
02.2017 - 09.2019
- Microsoft Office is a productivity software suite featuring tools like Word, Excel, PowerPoint, and Outlook for creating and managing documents, data, and communications.
- 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.
Education
Bachelor of Science -
Mindanao Polytechnic College
South Cotabato, Mindanao 06.2016 - 10.2017
Skills
Proficient in Windows & Mac Systems
Accomplishments
- Proficiently supervised production lines, oversaw materials inspection, scheduled production and conducted weekly book upload
- Recipient of individual and departmental awards for providing stellar client service.
- Customer Relations - Earned highest marks for customer satisfaction.
- Supervised team of 23 staff members.
References
- KEVIN JOSEPH MIRASOL
Team Leader, Concentrix/Convergys
0916-557-6192
- GIDYL GARNACE
Business Analyst II, RealPage Phil Inc.
0939-813-4823
- JO ANGELO ORO
Pega Consultant, Developer
0995-614-0303
- Christian Narvaiz
Product Support Agent II
0905-209-4643
- Emmalou Coralde
Quality Assurance
0956-500-4958
Timeline
Customer Service Rep II
RealPage Philippines Inc.
10.2022 - Current
Production Manager
Bookwise Global Advertising
09.2021 - 09.2022
Customer Service Rep II
Concentrix
06.2020 - 09.2021
Technical Support II
Teleperformance
10.2019 - 06.2020
Technical Support II
Concentrix/Convergys
02.2017 - 09.2019
Bachelor of Science -
Mindanao Polytechnic College
06.2016 - 10.2017
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