MARY ANNE FUJITA
Angeles City
Summary
Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.
Overview
9
9
years of professional experience
Work History
Technical Support Representative
Exacot
09.2019 - Current
- Provide end-to-end support for users via chat and email, addressing inquiries and ensuring a seamless experience from presale to post-sale.
- Educate users about product features, updates, and best practices to enhance their experience.
- Troubleshoot and resolve user issues efficiently, adhering to established SLAs and following prescribed processes.
- Maintain accurate and detailed documentation by updating internal CRM systems for each case.
- Escalate complex or unresolved issues to higher-level support teams, ensuring timely resolution.
- Offer remote support to non-technical users, ensuring effective communication and resolution.
- Assist in the rollout of new applications by conducting tests, evaluating new technologies, and documenting/reporting bugs.
- Collaborate with teams to improve support processes and user experience.
- Stay updated on new tools, technologies, and product changes to provide accurate and update support.
- Contribute to team knowledge bases by documenting troubleshooting steps and solutions for common issues.
- Participate in team meetings and training sessions to ensure alignment with company goals and standards.
Customer Service Representative II
TeleTech Philippines
03.2018 - 08.2019
- Acted as the primary point of contact between customers, drivers, and restaurant merchants, ensuring seamless communication and issue resolution.
- Provided customer support primarily through chat, ensuring quick and effective responses to inquiries and concerns.
- Proactively contacted customers, drivers, and merchants via phone when necessary to ensure timely resolutions to order or delivery-related issues.
- Sent email confirmations for refund requests, support inquiries, and other important updates to ensure clear communication and record-keeping.
- Ensured that payments to restaurants and drivers were processed correctly and assisted in troubleshooting payment discrepancies.
- Assisted in handling refunds and compensations, ensuring customers receive appropriate resolutions when issues arise.
- Maintained accurate and detailed documentation of all interactions and resolutions, ensuring compliance with company policies and processes.
- Followed a structured, process-driven approach to handling issues and escalated complex cases to higher-level support teams when necessary.
- Provided empathetic and professional customer service, ensuring high customer satisfaction and brand reputation.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Ambassador/Forum Moderator
Concentrix, Philippines
11.2016 - 01.2018
- Monitored and moderated the Microsoft Answer Desk Forum to ensure inquiries were placed in the correct subcategory and aligned with community guidelines.
- Responded to unanswered user inquiries within the SLA timeframe, providing solutions and technical assistance across all Microsoft products.
- Reviewed and moderated community responses, ensuring accuracy, professionalism, and adherence to Microsoft policies.
- Escalated complex issues to higher-level support teams when further investigation was required.
- Maintained proper documentation of cases, resolutions, and escalations using CRM tools.
- Collaborated with the team through regular meetings to share updates, best practices, and process improvements.
- Contributed to the knowledge base, documenting frequently asked questions and solutions to enhance community support.
- Ensured compliance with Microsoft policies and community guidelines while assisting users in resolving their issues.
Technical Support Professional II
Convergys Philippines Inc
10.2015 - 11.2016
- Provided technical support and resolutions for Xbox consoles, Microsoft accounts, and related services via chat and email.
- Conducted phone support when required to verify billing information (credit card details) and resolve sensitive account-related issues.
- Assisted non-technical customers by offering easy-to-follow troubleshooting steps and guidance.
- Diagnosed and resolved issues related to Xbox hardware, software, network connectivity, gaming installations, and account management.
- Provided troubleshooting support for Windows 10, Xbox applications, and third-party apps from Xbox partners.
- Evaluated and analyzed customer-reported issues, identifying potential bugs and escalating them for further investigation and reproduction testing.
- Collaborated with other Microsoft product teams to ensure up-to-date information and aligned resolutions.
- Maintained accurate documentation of customer interactions, troubleshooting steps, and resolutions using CRM tools.
- Adhered to company guidelines and security protocols, ensuring compliance with data privacy and support policies.
- Delivered exceptional customer service, ensuring customer satisfaction and retention.
Education
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION MAJOR IN FINANCIAL MANAGEMENT
CAINTA CATHOLIC COLLEGE
CAINTA, RIZAL01.2016
Skills
- Excellent Written and verbal communication skills
- Flexible to tasks
- Analytical decision-making
- Ability to work independently or as part of a team
- Microsoft Suite
- Computer Skills
- Operating systems
- Cybersecurity
- Social Media
- Technical Writing
- Marketing/CRM Software
- Research
- Remote support
- Software diagnosis
- Ticket support system management
- Technical support
Timeline
Technical Support Representative
Exacot
09.2019 - Current
Customer Service Representative II
TeleTech Philippines
03.2018 - 08.2019
Customer Ambassador/Forum Moderator
Concentrix, Philippines
11.2016 - 01.2018
Technical Support Professional II
Convergys Philippines Inc
10.2015 - 11.2016
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION MAJOR IN FINANCIAL MANAGEMENT
CAINTA CATHOLIC COLLEGE
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