Leslie Paul Venus
Technical Support Representative Tier 2
Paco
Summary
Accomplished Tier 2 Technical Support Representative at Alorica, adept in remote support and problem resolution, significantly enhanced customer satisfaction through efficient issue handling and upselling. Demonstrated exceptional empathy and technical skills, contributing to improved company metrics and customer loyalty. Proven track record in boosting response times and revenue generation.
Accomplish Awards for being the Top on all aspects for just a very short period of time.
Overview
13
13
years of professional experience
Work History
Tier 2 Technical Support Representative
Alorica
01.2024 - Current
- Conducted root cause analysis on recurring issues to identify patterns and develop long-term solutions.
- Improved response times with efficient ticket management and prioritization.
- Delivered remote assistance for software installation, hardware configuration, network setups, and device troubleshooting tasks.
- Enhanced customer satisfaction by efficiently resolving complex technical issues.
- Upsell Products to Customer, Highlight benefits of acquiring the products to resolve their issues.
Customer Experience Agent
TaskUs
06.2023 - 11.2023
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Consistently met or exceeded team targets for customer satisfaction ratings and call handling times, contributing to the overall success of the department.
- Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
Loyalty Specialist
Inspiro Relia - Dish
08.2022 - 05.2023
- Trained new team members in company loyalty initiatives, fostering a culture of excellence in customer service.
- Organized exclusive events and promotions for loyalty members, promoting long-term engagement with the brand.
- Optimized email campaigns targeting loyal customers by continuously testing subject lines and content variations for better open rates and conversions.
- Identified opportunities for upselling by understanding individual customer needs, boosting revenue generation efforts.
Customer Service Representative
Telus International
06.2021 - 06.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Back Office Executive
Optum
09.2018 - 02.2021
- Achieved high levels of accuracy in data entry tasks through close attention to detail and regular quality checks.
Customer Care Representative
Concentrix
10.2011 - 09.2018
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Education
Bachelor of Science - Accounting And Finance
PUP
Manila, Metro Manila, Philippines 04.2001 -
Skills
Remote support
Guitar Playing
Lead Guitar
Timeline
Tier 2 Technical Support Representative
Alorica
01.2024 - Current
Customer Experience Agent
TaskUs
06.2023 - 11.2023
Loyalty Specialist
Inspiro Relia - Dish
08.2022 - 05.2023
Customer Service Representative
Telus International
06.2021 - 06.2022
Back Office Executive
Optum
09.2018 - 02.2021
Customer Care Representative
Concentrix
10.2011 - 09.2018
Bachelor of Science - Accounting And Finance
PUP
04.2001 -
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