Kishichloe Castro
Mandaluyong City
Summary
Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.
Overview
6
6
years of professional experience
Work History
Technical Support Representative
Telus Digital
12.2023 - 03.2025
- Identify and diagnose the root cause of technical problems.
- Develop and implement solutions to resolve issues.
- Document solutions and procedures for future reference.
- Provide technical assistance to customers via phone, email, or chat.
- Answer customer questions and address concerns.
- Escalate complex issues to higher-level support when necessary.
- Facilitated remote support sessions with clients, guiding them through troubleshooting steps and performing necessary system adjustments.
- Troubleshoot network connectivity issues.
- Monitor network performance and identify potential problems.
- Assist with network upgrades and implementations.
- Communicate technical information clearly and concisely to both technical and non-technical audiences.
- Provide timely and accurate feedback to customers.
- Account provisioning, (change password unlocking/locking).
Customer Service Representative - Back Office Support
Telus Digital
09.2019 - 12.2023
- Processing an order based on the request of the customer through Salesforce
- Order Entry agent
- Handling various tasks related to order and billing requests from MDU Department
- Reviewing the order if the address of the customer is ready for installation of internet, phone, and TV services
- Calling Credit Assessment Management Support (CAMS) department to verify if the account has legitimate user when the account has a red flag to avoid fraudulence during processing the disputes and request for changes
- Maintaining the accuracy of processing an order by checking the daily news and updates through email
- Checking the order pool if there's an urgent order to process
- In-charge of reviewing, amending, and providing feedback regarding the bugs and glitches of the system and to the agent who followed the wrong process to produce a quality service to the customers
- Reviewing changes that has been issued to the customers by checking the order history to process the credit request of the customers if they claimed that invalid charges have occurred to their account
IT Technician
CQ IT Technologies Inc.
04.2019 - 08.2019
- Working with customers/employees to identify computer problems and advising on the solution
- Performing general website updates including text and image changes, adding/editing/deleting content
- Quality checking e.g cross browser testing, comparing design draft against final product, making sure all pages match, and all content in the correct place
- User testing of websites to make sure all links, images and content are correct
- Identify and resolve system and software issues in a timely manner
- Understanding of Incident, Problem and Change Management practices
- Change hard drive of the user
- Logging the queries of customers and employees
- Process client's bank transaction request such deposit online
- Obtaining documentary evidence and effective record keeping
- Escalates concerns to Team Leaders
- Investigating customer transactions using varying tools including internal systems, proprietary and third-party databases
Education
Bachelor of Science - Civil Engineering
National University
Manila, Metro Manila, Philippines04.2019
Civil Engineering Technology -
Rizal Technological University
Mandaluyong City, Metro Manila, Philippines05.2017
Skills
- Technical troubleshooting
- Network troubleshooting
- Remote support
- Salesforce management
- Customer support
- Data entry accuracy
Accomplishments
- 10th Annual Civil Engineering Talk: Breakthrough 2015, GT Toyota Asian Center, UP Diliman.
- Emerson Career Talk 2015, Rizal Technological University Plenary Hall.
Timeline
Technical Support Representative
Telus Digital
12.2023 - 03.2025
Customer Service Representative - Back Office Support
Telus Digital
09.2019 - 12.2023
IT Technician
CQ IT Technologies Inc.
04.2019 - 08.2019
Bachelor of Science - Civil Engineering
National University
Civil Engineering Technology -
Rizal Technological University
Similar Profiles
Rakesh MahapatraRakesh Mahapatra
Team Lead at TELUS DIGITALTeam Lead at TELUS DIGITAL
Kyra Turcios MixcoKyra Turcios Mixco
Customer Experience Analyst at Telus DigitalCustomer Experience Analyst at Telus Digital
Elizabeth SorianososElizabeth Sorianosos
Customer Service Representative at TELUS DIGITALCustomer Service Representative at TELUS DIGITAL