SaaS Platforms (Dialpad), Zendesk, Salesforce, Intercom, Slack
Maria Christine Deniza Sandoval-Mones
Customer Service Specialist
Santa Rita
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Technical Customer Support Representative (Remote)
Dialpad
Santa Rita
05.2022 - 07.2023
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and a fast-paced environment.
- Skilled at working independently and collaboratively in a team environment.
- Performed troubleshooting for end user problems for Dialpad VOIP Users, from individual issues to account related problems
- Applied tier-isolation best practices to support multi-tier architectures.
- Assistance in Analytics, Desk phone Provisioning, Dialpad Platform and other VOIP technical assistance needed.
Technical Support Specialist (Hybrid)
Concentrix
Angeles
02.2020 - 04.2022
- Troubleshooting system and mechanical issues in cable tv, internet TV, internet and VOIP services.
- Breaking down and evaluating user problems, using diagnostic tests, personal expertise and probing questions via unified system portal for troubleshooting products and services.
- Applying support documentation via solution sender and service digital apps that empowers and enables residential customers to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Resolving system, hardware, account and network issues within and after business hours, improving efficiency among all departments.
- Resolving diverse range of technical issues across multiple systems and applications for customers and end-users across all American time zones.
- Providing recommendations of right- fitting customer's needs by upselling and changing programming packages to maximize services.
- Maintaining and updating account information and security authentication in CRM database.
Financial Services Advisor (Onsite)
iQor
Angeles
11.2017 - 02.2020
- Top achiever for good customer outcomes in providing outstanding customer service assistance in banking
- Built deep and productive relationships with prospective and competitive existing customers by highlighting the benefits they are getting from using the services
- Helped clients build their credit limit, not just with our services but also with them getting approvals with other financial providers by giving consultation on how to improve their credit score.
- Educated clients on high interest rates by finding accurate solutions and with clients on low interest rates, on how to sustain given interest rate.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained enthusiasm and competitiveness in fast-paced environment.
- Followed quality assurance guidelines based on Better Business Bureau and Financial Act given to the bank/ program.
Sales Support Specialist (Onsite)
TSA Group
Pasay
01.2017 - 09.2017
- Supported Telecommunication industry sales by providing sales contributions and sustaining gained customers from sales with outstanding customer service and follow up assistance.
- Assisted customers with sales needs such as inventory and shipping questions.
- Completed monthly sales targets and metrics to hit and exceed needed quota/ goal per month.
- Followed up on system provided leads, pre-qualified contacts and converted potential customers into sales appointments.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Used product knowledge, sales abilities and customer relations skills to drive substantial sales increases in telecommunication products.
- Maintained soft skills all through the services provided.
- Worked with diligence to regularly meet or exceed special targets such as individual and team target competitions for metrics boosting.
Education
Bachelor of Science - Nursing
University of The Assumption
Pampanga 06.2003 - 11.2004
High School Diploma -
San Lorenzo Ruiz Center of Studies And Schools
Pampanga 06.2001 - 03.2003
No Degree - Junior High Education
St. Joseph's College
Quezon City 06.1999 - 03.2001
Skills
TCP/IP
undefinedWork Character References
Jazzy Del Fin
Former Supervisor in IQOR PHILIPPINES
0942 041 8920
Chrismar Micua
Current Supervisor in CONCENTRIX PHILIPPINES
0919 578 6970
Additional Information
TECHNICAL SKILLS
Experienced in using Zendesk, Salesforce, Intercom, Slack
Experienced in using SaaS Platforms and CRMs
Experienced in using Google Workspace, Workspace 365
Familiarity in Canva
Software
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Technical Customer Support Representative (Remote)
Dialpad
05.2022 - 07.2023
Technical Support Specialist (Hybrid)
Concentrix
02.2020 - 04.2022
Financial Services Advisor (Onsite)
iQor
11.2017 - 02.2020
Sales Support Specialist (Onsite)
TSA Group
01.2017 - 09.2017
Bachelor of Science - Nursing
University of The Assumption
06.2003 - 11.2004
High School Diploma -
San Lorenzo Ruiz Center of Studies And Schools
06.2001 - 03.2003
No Degree - Junior High Education
St. Joseph's College
06.1999 - 03.2001
Similar Profiles
THOMAS QUAYLETHOMAS QUAYLE
Principal Account Executive at DIALPADPrincipal Account Executive at DIALPAD
Kyle HolleschauKyle Holleschau
Senior Account Executive at DialpadSenior Account Executive at Dialpad
Lauren StilzLauren Stilz
Partner Enablement at DialpadPartner Enablement at Dialpad