Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic
KYMPEE ALICAN

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
KYMPEE ALICANLEVEL 3 TECHNICAL SUPPORT REPRESENTATIVE (TIER 3) / Service Desk (Escalation) / Technical Sales Support Representative