Lorence Jay Kevin Malicdem
Service Desk Analyst
Mabalacat, Province Of Pampanga
Summary
Adept at managing high-stress environments and complex technical issues, significantly enhanced customer satisfaction at TaskUs through expert escalation management and empathetic support. Proficiency in technical and remote support, combined with effective prioritization, led to a notable reduction in ticket resolution times.
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
1
1
year of professional experience
Work History
Service Desk Analyst
Travel and Leisure
Angeles City
01.2024 - 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.
Customer Service Representative
TaskUs
Angeles City
10.2023 - 01.2024
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Science - Computer Engineering
Angeles University Foundation
Angeles City, Province Of Pampanga, Philippines 04.2001 -
Skills
Technical Support
Remote Technical Support
Escalation management
System Administration
Hardware troubleshooting
Documentation
Hardware support
Ticketing systems
Task Prioritization
Timeline
Service Desk Analyst
Travel and Leisure
01.2024 - Current
Customer Service Representative
TaskUs
10.2023 - 01.2024
Bachelor of Science - Computer Engineering
Angeles University Foundation
04.2001 -
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