MARIEDITH P. DEGOLLACION
LAPU-LAPU CITY
Summary
Accomplished support professional delivering reliable information and communications technology assistance. Resolved issues quickly and accurately through focused troubleshooting. 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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Technical Support Team Leader
CTC BPO INC.
11.2023 - Current
- Responded to customer queries and provided resolutions to maintain smooth communications.
- Supervise team members, delegate tasks, issue feedback, evaluate risks, and resolve conflicts.
- Responded to customer concerns quickly and effectively, minimizing service disruptions.
- Creating inspiring team environment with open communication culture
- Setting clear team goals
- Delegating tasks and set deadlines for your internal team
- Oversee day-to-day operation
- Monitor team performance and report on metrics
- Motivate team members
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Encourage creativity and risk-taking
Tier 2 Technical Support Representative
CTC BPO INC.
05.2023 - 11.2023
- Diagnosed and troubleshot hardware, software and network issues.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Facilitated seamless system migrations, coordinating with clients and internal teams for smooth transitions.
- Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I
- Manage and train Tier I support technicians
- Maintained communication with colleagues to promote knowledge sharing and project collaboration.
- Provided hands-on troubleshooting, routing and switching to resolve issues
- Diagnosed and resolved complex network problems.
- Worked with executive management and department leaders to assess near- and long-term network capacity needs.
Tier 1 Technical Support Representative
CTC BPO INC.
02.2022 - 05.2023
- Investigates and resolves user issues related to computer software and hardware, including Wi-Fi connectivity, routers, modems, and access points, via various communication channels such as calls, chat, and email
- Engages with users to understand and address their concerns, applying expertise in computer software, hardware, and troubleshooting techniques
- Guides users through diagnostic processes, utilizing diagnostic tools and software as needed, and providing verbal instructions
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Learned and adapted quickly to new technology and software applications.
Real Estate Sales and Marketing Coordinator
Pacific Grande Residences
03.2020 - 12.2021
- Ensured adherence to laws and policies
- Coordinated sales team by managing schedules, filing important documents and communicating relevant information
- Ensured the adequacy of sales-related equipment or material
- Responded to complaints from customers and gave after-sales support when requested
- Stored and sorted financial and non-financial data in electronic form and present reports
- Informed clients of unforeseen delays or problems
- Monitored the team’s progress, identified shortcomings and proposed improvements
- Assisted in the preparation and organizing of promotional material or events.
Market Researcher
SSI Phils.
05.2016 - 08.2016
- Collected data on consumers, competitors and market place and consolidated information into actionable items, reports and presentations
- Understood business objectives and designed surveys to discover prospective customers’ preferences
- Performed valid and reliable market research SWOT analysis
- Evaluated program methodology and key data to ensure that data on the releases are accurate and the angle of the release is correct.
Customer Service Representative
Teleperformance
11.2015 - 4 2016
- Answered calls and responded to customer complaints
- Accessed customer accounts and policy schedules
- Provided customers with detailed information about policies and products, recommended available products and received payments
- Managed and made customer complaint reports and database.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates
Education
Bachelor of Science - Customs Administration
University of Cebu - Lapu Lapu And Mandaue
Mandaue City 04.2001 -
Skills
- Proficient with Microsoft (Word, Excel, PowerPoint)
- Can multitask, work under pressure and with less supervision
- Able to comprehend and communicate in English well
- Proven Market Research Analysis experience
- A team player with high level of dedication
- Adequate knowledge of data collection methods (polls, focus groups, surveys etc)
- Strong analytical, critical thinking and problem-solving aptitude
Time management abilities
Attention to Detail
Customer Communication and Empathy
Problem-solving aptitude
Analytical Skills
Technical issues analysis
Escalation Handling
Personal Information
- Age: 27
- Place of Birth: Lapu-Lapu City
- Date of Birth: 09/16/96
- Gender: Female
- Nationality: Filipino
- Marital Status: Single
- Religion: Roman Catholic
References
- R.J. Marie Penayes - Technical Support Team Leader
Phone number: 0969-421-7087
- Ada Mae Roiles - Real Estate Team Leader
Phone number: 0991-363-7436
- Vanessa Kaye Napisa-Baring - Real Estate Unit Manager
Phone number: 0995-459-9852
Certification
Ruckus ICX Implementer Certification
Timeline
Ruckus ICX Implementer Certification
02-2024
Ruckus RAZSA Certification
02-2024
Technical Support Team Leader
CTC BPO INC.
11.2023 - Current
Tier 2 Technical Support Representative
CTC BPO INC.
05.2023 - 11.2023
Tier 1 Technical Support Representative
CTC BPO INC.
02.2022 - 05.2023
Real Estate Sales and Marketing Coordinator
Pacific Grande Residences
03.2020 - 12.2021
Market Researcher
SSI Phils.
05.2016 - 08.2016
Customer Service Representative
Teleperformance
11.2015 - 4 2016
Bachelor of Science - Customs Administration
University of Cebu - Lapu Lapu And Mandaue
04.2001 -
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