Maria Elizah Refones
Senior Analyst
Sta. Ana Manila
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals.
Overview
3
3
years of professional experience
Work History
Senior Analyst, Service Desk Tier I
HCLTech
03.2023 - 06.2024
- Provide first-line technical support to end-users through calls to troubleshoot and resolve issues.
- Receives 35-45 calls daily, equivalent on creating tickets per call received.
- Document all troubleshooting steps, investigation, and description of issue to ticket notes.
- Provide remote support to any user within ministries or third party offices
- Provide technical assistance and support related to computer systems, hardware, or software used by Medical Staffs and Physicians.
- Escalating tickets to higher level team through ticket transfer and Hot Hand Off process if necessary, to provide
Customer Care Representative Tier II
Hexaware Technologies LTD
07.2022 - 02.2023
- Provide support and troubleshooting for external and internal users of app associated to clinical trial via blended channels: Chat, Calls, and Email.
- Resolving tickets within SLA (Service Level Agreement).
- Documented every step of troubleshooting and investigation regarding ticket issue.
- Resolved problems, improved operations and provided exceptional service.
- Worked flexible hours across night and holiday shifts
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Learned and adapted quickly to new technology and software applications.
- Applied effective time management techniques to meet tight deadlines
Technical Support Representative
Teleperformance
10.2021 - 06.2022
- Learned to deal with impatient customers and sometimes have enlightening conversation with charismatic person.
- Provide support and troubleshooting for customers with basic technical support for peripheral and network connections.
- Provide thorough support and problem resolution for customers.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Answered constant flow of customer chats with minimal wait times
- Participated in team meetings and training sessions to stay informed about product updates and changes
Education
High School Diploma -
Alternative Learning System
Holy Spirit, Quezon City 04.2001 -
Skills
Support Documentation Composition
Performance Assessment
Ability to work independently or as part of a team
Excellent written and verbal communication skills
Highly organized and efficient
Can multitask for faster process of task
Timeline
Senior Analyst, Service Desk Tier I
HCLTech
03.2023 - 06.2024
Customer Care Representative Tier II
Hexaware Technologies LTD
07.2022 - 02.2023
Technical Support Representative
Teleperformance
10.2021 - 06.2022
High School Diploma -
Alternative Learning System
04.2001 -
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