Lee Rafael Hechanova

As a technical chat support specialist, I am responsible for handling a multitude of concerns (up to 5 customers at the same time) for a Virtual Private Network (VPN) account. I am also responsible for troubleshooting different types of operating systems and routers and remotely troubleshooting a computer. I also worked flexible hours across night, weekend, and holiday shifts.

• Promoted efficiency among departments with prompt resolution of system issues.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Resolved at least 50 technical support inquiries per day.
• Followed up concerns through email if chat gets disconnected.

• Managed team of employees, overseeing staff headcount per each internal
• Responsible for sending reports to clients using MS Office tools (Work, Excel, Powerpoint)

• Supported customer questions and issues through chat for an online shop account (Assisting queries, returns, order status, and missing packages)

• Worked as an IT Staff that supports working employees in their devices such as computers, printers, and internet connection.