Movies
Mark Paul Santos
Technical Support Representative
Taguig, Metro Manila,00
Summary
Dynamic Technical Support Representative with a proven track record at Concentrix, excelling in technical troubleshooting and customer service. Recognized for enhancing customer satisfaction through effective problem-solving and empathetic communication. Skilled in managing high-pressure situations while maintaining professionalism, ensuring swift resolutions and fostering loyalty.
Overview
10
10
years of professional experience
Work History
Technical Support Representative
Concentrix
08.2023 - Current
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Customer Service Representative
Transcosmos Information Systems
07.2022 - 07.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Technical Support Representative (Chat)
24/7 Intouch
01.2022 - 06.2022
- Boosted first-contact resolution rates with efficient problem-solving skills and deep product knowledge.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Developed user-friendly guides for common issues, reducing volume of support tickets.
- Achieved recognition for outstanding problem-solving skills in complex technical environments.
- Used ticketing systems to manage and process support actions and requests.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
Education
Associate of Science - Software Programming
MITC Aptech
Bacolod City, Province Of Negros Occidental, Philippines 04.2001 -
Skills
Technical support
Interests
Books
Music
Timeline
Technical Support Representative
Concentrix
08.2023 - Current
Customer Service Representative
Transcosmos Information Systems
07.2022 - 07.2023
Technical Support Representative (Chat)
24/7 Intouch
01.2022 - 06.2022
Associate of Science - Software Programming
MITC Aptech
04.2001 -