Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marife Lorbes

Global Service Desk
Paranaque City

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level service desk position. Ready to help team achieve company goals.

Overview

14
14
years of professional experience
4
4
years of post-secondary education

Work History

Global Service

CxLoyalty Travel Services Philippines Inc
BGC, Taguig
05.2022 - Current
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Configured hardware, devices, and software to set up work stations for employees.

Global Service desk

Tata Consultancy Services
BGC, Taguig
09.2021 - 05.2022
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Increased customer satisfaction by resolving issues.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Carried out day-to-day duties accurately and efficiently.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Installed, configured and maintained computer systems and network connections.
  • Configured hardware, devices, and software to set up work stations for employees.

Senior Process Executive

Cognizant
McKinley, Taguig
11.2017 - 06.2020
  • 2nd floor Science Hub tower 4
  • Campus
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Responded to user operational issues with desktop computers, laptops and electronic devices to enable problem resolution.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Technical Helpdesk Analyst

ATOS
One Ecom bldg., Pasay
04.2016 - 11.2017
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Improved operations through consistent hard work and dedication.
  • Increased customer satisfaction by resolving issues.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Provided basic end-user troubleshooting and desktop support.
  • Installed and updated hardware, software and applications on Windows devices
  • Logged support tickets and closed when issues were resolved.
  • Maximized use of hardware and software by training users and interpreting instructions.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Trained and supported end-users with software, hardware, and network standards and use processes.

Technical Support Representative

SYKES ASIA INC
Quezon City
09.2010 - 03.2016
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Managed high levels of call flow and responded to customer technical support needs.
  • Documented support interactions for future reference.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Diagnosed and troubleshot hardware, software and network issues.

Customer Service Representative

SYMBIO INC
Pasig City
02.2009 - 08.2010
  • Updated account information to maintain customer records.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Encoder

Puregold
Sucat, Paranaque
10.2008 - 01.2010
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
  • Obtained scanned records and uploaded into database.
  • Searched, extracted and interpreted information to determine correct input procedure.
  • Entered numerical data into databases with speed and accuracy.


In House English Tutor

Fermat Academy
Alabang, Muntinlupa
05.2008 - 08.2008
  • Tutored students to develop deeper comprehension of English course materials and better understanding of assignments to improve academic success.
  • Met with students and discussed educational goals and expectations.
  • Conducted academic skill reviews and led workshops to develop writing skills and language comprehension.
  • Worked with students in classrooms or home environments to provide educational support.
  • Mentored students in proper punctuation, spelling and sentence structure use.
  • Improved students' written and verbal English skills through personalized learning programs.
  • Evaluated student performance, identified improvement areas and set tasks to aid goal achievement.
  • Facilitated small group workshops to build students' communication and presentation skills.
  • Monitored student progress and provided feedback and support.
  • Assessed student learning needs and provided relevant instruction to close knowledge gaps.

Education

Bachelor of Science - Secondary Education, English

Polytechnic University of The Philippines, Lower
Bicutan, Taguig
06.2004 - 04.2008

Skills

Knowledgeable in MS Office Applications (MS Word, MS PowerPoint, and MS Excel)undefined

Timeline

Global Service

CxLoyalty Travel Services Philippines Inc
05.2022 - Current

Global Service desk

Tata Consultancy Services
09.2021 - 05.2022

Senior Process Executive

Cognizant
11.2017 - 06.2020

Technical Helpdesk Analyst

ATOS
04.2016 - 11.2017

Technical Support Representative

SYKES ASIA INC
09.2010 - 03.2016

Customer Service Representative

SYMBIO INC
02.2009 - 08.2010

Encoder

Puregold
10.2008 - 01.2010

In House English Tutor

Fermat Academy
05.2008 - 08.2008

Bachelor of Science - Secondary Education, English

Polytechnic University of The Philippines, Lower
06.2004 - 04.2008

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Marife LorbesGlobal Service Desk