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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