KYMPEE ALICAN
LEVEL 3 TECHNICAL SUPPORT REPRESENTATIVE (TIER 3) / Service Desk (Escalation) / Technical Sales Support Representative
Manila
Summary
Skilled team player with a robust technical background excelling independently and within team settings. Adept at handling assignments and consistently exceeding expectations. Quick learner with strong communication skills, ensuring efficiency and effectiveness in every task.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Service Desk Analyst ( Escalation )
HCL Technologies
05.2024 - 06.2025
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
LEVEL 3 TECHNICAL SUPPORT REPRESENTATIVE (TIER 3)
GOOGLE
04.2019 - 05.2024
- Diagnosed technical issues, identifying, and implementing corrective solutions.
- Communicated clearly and effectively with users, asking questions and listening actively to responses to develop understanding of technical issues.
- Documented and maintained records of support requests, elevations, and actions taken.
- Guided users step-by-step through installations and technical fixes via phone call, email, and live chat.
Customer Service Sales Representative
VXI GLOBAL
10.2018 - 03.2019
- Managed inbound and outbound calls to respond to inquiries and resolve concerns.
- Recommended products and services to members and educated customers about relevant offerings.
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor.
- Responded to customer questions and complaints and documented consumer communications.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Negotiated solutions in challenging situations to retain customer loyalty.
TECHNICAL SALES SUPPORT REPRESENTATIVE
ALORICA
10.2017 - 08.2018
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Managed a comprehensive database of customer contacts, ensuring prompt follow-ups for potential leads.
- Recorded and analyzed sales trends to assist with development of sales strategies.
- Stayed current on company offerings and industry trends.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
ADMINISTRATION OFFICER / RENTAL PROPERTIES
MICROVAN INCORPORATED
03.2016 - 07.2017
- Scheduled new appointments and sent reminders to keep team members current on day-to-day activities.
- Offering expertise in rental operations to help internal team members and customers with various issues.
- Covered the front desk frequently, including receiving mail and packages, greeting guests, and monitoring rental properties.
SALES & MARKETING CONSULTANT
HYUNDAI MARILAO (ANC GROUP)
02.2014 - 02.2016
- Collected competitor data, including current and historical prices, sales trends and marketing strategies.
- Gathered information to determine the potential sales of the company's product or service.
- Forecasted and tracked marketing and sales trends, analyzing collected data.
- Targeting Monthly Sales.
PERMIT TAKER
BRAND BOSS ADVERTISING SERVICES
04.2013 - 02.2014
- Evaluated application information for completeness, accuracy, and integrity against official standards.
- Collected and secured fees for licenses such as Barangay Permit and Building Permit.
- Worked effectively with the general public to obtain information and educate about steps required.
SALES UTILITY CLERK
BABY COMPANY
08.2012 - 01.2013
- Consistently organized and restocked display racks to keep the store ready for customer needs.
- Arranged attractive and creative displays to catch the eye of incoming customers and encourage sales.
- Interacted professionally with customers, informing individuals of sales promotions and driving product interest.
CUSTOMER SERVICE REPRESENTATIVE
CARDLINK STELECONN
02.2011 - 07.2012
- Managed inbound and outbound calls to respond to inquiries and resolve concerns.
- Responded to concerns or complaints of members by taking prompt action, investigating and resolving a wide range of issues.
- Answered incoming calls and assisted customers with questions.
Education
BACHELOR OF SCIENCE - Computer Engineering
ADAMSON UNIVERSITY
METROMANILA, METROMANILA 01.2010 - 12.2010
HIGH SCHOOL DIPLOMA - undefined
IGNACIO VILLAMOR HIGH SCHOOL
MANILA, MANILA 01.2010 - 12.2010
ELEMENTARY SCHOOL - undefined
RAFAEL PALMA ELEMENTARY SCHOOL
MANILA, MANILA 01.2001 - 12.2001
Skills
Computer Literate
Customer Service Skills
Technical Support Skill
Client facing tasks
Data Analysis
Escalation management
Remote technical support
Technical support
Product sales
Sales development
Personal Information
- Date of Birth: 11/10/88
- Nationality: Filipino
- Marital Status: Single
Timeline
Service Desk Analyst ( Escalation )
HCL Technologies
05.2024 - 06.2025
LEVEL 3 TECHNICAL SUPPORT REPRESENTATIVE (TIER 3)
GOOGLE
04.2019 - 05.2024
Customer Service Sales Representative
VXI GLOBAL
10.2018 - 03.2019
TECHNICAL SALES SUPPORT REPRESENTATIVE
ALORICA
10.2017 - 08.2018
ADMINISTRATION OFFICER / RENTAL PROPERTIES
MICROVAN INCORPORATED
03.2016 - 07.2017
SALES & MARKETING CONSULTANT
HYUNDAI MARILAO (ANC GROUP)
02.2014 - 02.2016
PERMIT TAKER
BRAND BOSS ADVERTISING SERVICES
04.2013 - 02.2014
SALES UTILITY CLERK
BABY COMPANY
08.2012 - 01.2013
CUSTOMER SERVICE REPRESENTATIVE
CARDLINK STELECONN
02.2011 - 07.2012
BACHELOR OF SCIENCE - Computer Engineering
ADAMSON UNIVERSITY
01.2010 - 12.2010
HIGH SCHOOL DIPLOMA - undefined
IGNACIO VILLAMOR HIGH SCHOOL
01.2010 - 12.2010
ELEMENTARY SCHOOL - undefined
RAFAEL PALMA ELEMENTARY SCHOOL
01.2001 - 12.2001
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