Kimuel De Castro
IT Support Specialist
Quezon City
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
10
10
years of professional experience
Work History
Workforce Real Time Analyst
ALORICA
04.2023 - Current
- Streamlined the daily functions for better efficiency, implementing new scheduling software for workforce optimization.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to call center metrics and agent productivity.
Lead Customer Experience Agent
ALORICA
10.2020 - 04.2023
- Negotiated favorable contract terms for clients, securing competitive rates and coverage options.
- Expanded customer base through effective networking, cold calling, and relationship-building strategies.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Technical Support
ALORICA
10.2017 - 10.2020
- Assisted customers with technical support inquiries.
- Provided technical support to production personnel.
- Provided technical support to 20 - 30 clients daily.
- Resolved 20 - 30 technical support inquiries per day.
- Performed technical support and troubleshooting services to optimize system performance.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
Technical Support Representative
SPI GLOBAL CRM
10.2013 - 10.2017
- Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
Education
Computer Programming NC IV - Computer Programming
Chrisville Institute of Technology
Lucena City 05.2001 -
Skills
- Queue management
- Workforce Management
- Service Level Agreements
- Workforce Software
- System Configuration
- Network Administration
- Wireless Networking
- Hardware Installation
- Remote Desktop Support
- Ticketing System Experience
- Network diagnostics
- Software Installation
- Technical Support
- Hardware diagnostics
- Ticket support system management
- Ticket management
- Technical Troubleshooting
- Network configuration
- Online Chat Support
Timeline
Workforce Real Time Analyst
ALORICA
04.2023 - Current
Lead Customer Experience Agent
ALORICA
10.2020 - 04.2023
Technical Support
ALORICA
10.2017 - 10.2020
Technical Support Representative
SPI GLOBAL CRM
10.2013 - 10.2017
Computer Programming NC IV - Computer Programming
Chrisville Institute of Technology
05.2001 -
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