Hi, I’m
Mary Felicitas G. Obal
Technical Support Representative (Email Advisor)
Quezon City
Summary
Experienced technical support representative or customer service representative with over 6 years of experience in the BPO industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements.
Overview
6
years of professional experience
1
year of post-secondary education
2
Certificates
Work History
Concentrix - Remote setupQuezon City
Technical Support Representative (Email Advisor)
02.2022 - Current
Job overview
- Taking charge of customer internet service orders from the time they are placed until the installation is complete.
- Utilizing ticketing system to manage and process support actions and request.
- Responds to email inquiries, concerns, requests, and escalations i timely manner.
- taking calls from customers and Internet service providers about installation questions and order concerns.
- Making outgoing calls to internet service providers to handle customers' orders, including arranging installation, generating repair tickets, handling requests to cancel orders, and processing service disconnections.
Alorica - Remote setupQuezon City
Technical Support Representative
01.2020 - 01.2022
Job overview
- Taking incoming calls from consumers and small businesses who are experiencing problems with their computer hardware.
- provides assistance with computer-related issues via phone calls, emails, live chat, and system navigation.
- Utilizing Salesforce CRM tool to manage and process support actions and request.
- Managed high levels of call flow and responded to computer hardware technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
Sykes Asia IncQuezon City
Technical Support Representative
04.2017 - 01.2020
Job overview
- Answering incoming calls from the technician after internet installation for final testing
- Answering incoming calls from the customer /3rd party reseller for rescheduling of the installation, cancellation of orders, and working on facility issues and escalations
- Utilizing ticketing system to manage and process support actions and request.
- Documented support interactions for future reference.
- Managing high levels of call flow and responding to technical support needs.
- Responded to customer inquiries through email .
Education
Our Lady of Fatima UniversityValenzuela
BS from Secondary Education
06.2005 - 03.2006
Skills
Communication skills
Certification
Finishing Course for Call Center Agent NCII
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Support Representative (Email Advisor)
Concentrix - Remote setup
02.2022 - Current
Technical Support Representative
Alorica - Remote setup
01.2020 - 01.2022
Technical Support Representative
Sykes Asia Inc
04.2017 - 01.2020
Our Lady of Fatima University
BS from Secondary Education
06.2005 - 03.2006
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