JASPER RENDELL CERVANTES
IT Service Desk Analyst
Quezon City
Summary
Energetic and hardworking individual with positive attitude, team work abilities, great communication skills, strong initiative, excellent customer service skills and willingness to work a flexible schedule who is seeking employment to fully utilize skills to be a progressive contributor to the company.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Freelancer
Side Inc
08.2024 - Current
Service Desk Analyst
Pomeroy
06.2024 - Current
- 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.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
Technical Support Advisor
Apple
02.2024 - 04.2024
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Collaborated with cross-functional teams to identify recurring technical issues, resulting in improved product quality.
Chat Support Agent
Concentrix CVG Philippines, Inc.
02.2022 - 10.2023
- Answers inquiries and assists customers in their tolling accounts with Linkt
- Assists customers in trip payments on toll roads and issued toll invoices
- Assists customers in trip disputes and charges debited from their accounts
- Assisted customers with the technical problems that they have with their tags
Advisor I, Customer Service Representative
Concentrix CVG Philippines, Inc.
11.2020 - 10.2023
Reservation Agent
Hyatt Hotels
06.2021 - 02.2022
- Fulfilled reservation requests by determining the rooms available to meet customer desires
- Verified customer information and payment options, assigned rooms and responded to customers with confirmation emails or letters
- Upsold rooms and answered inquiries on room amenities and features
- Answered customer complaints and assisted in cancellation of reservations
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Vaccine Support Agent
Walmart
04.2021 - 06.2021
- Assisted customers in booking vaccine appointments and answered customer inquiries about vaccines
Healthy Benefits Plus
11.2020 - 03.2021
- Answered inquiries on products and program, responded to complaints and assisted customers in placing phone, mail and online orders using their provided allowance in a sponsored program
- Provided customers with knowledge on healthy food items, approved over-the-counter products and participating stores
- Worked rotating shifts to be readily available for customer inquiries and provide a great customer experience in every call
Education
Bachelor of Science - Civil Engineering
Technological Institute of The Philippines-Manila
01.2016 - 01.2019
Bachelor of Science - Civil Engineering
University of the Philippines LosBaños
01.2014 - 01.2016
Skills
Teamplayer
Time management
Ethical and loyal
Communication Skills
Customer Service
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Think Tank Toe Competitor, 2014, University of the Philippines Los Baños, Laguna, NCR Mathematics Tutor, 2016, Technological Institute of the Philippines-Manila, Manila, NCR
Interests
Reading
Listening to Music
Socializing
Personal Information
- Gender: Male
- Marital Status: Single
Timeline
Freelancer
Side Inc
08.2024 - Current
Service Desk Analyst
Pomeroy
06.2024 - Current
Technical Support Advisor
Apple
02.2024 - 04.2024
Chat Support Agent
Concentrix CVG Philippines, Inc.
02.2022 - 10.2023
Reservation Agent
Hyatt Hotels
06.2021 - 02.2022
Vaccine Support Agent
Walmart
04.2021 - 06.2021
Advisor I, Customer Service Representative
Concentrix CVG Philippines, Inc.
11.2020 - 10.2023
Healthy Benefits Plus
11.2020 - 03.2021
Bachelor of Science - Civil Engineering
Technological Institute of The Philippines-Manila
01.2016 - 01.2019
Bachelor of Science - Civil Engineering
University of the Philippines LosBaños
01.2014 - 01.2016
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