Modessa Nasis
Technical Support Officer
Pasig, Metro Manila
Summary
Dynamic Technical Support Officer with a proven track record at IBEX Global, excelling in network troubleshooting and customer service. Recognized for enhancing customer satisfaction through effective complaint resolution and training initiatives. Adept at managing high-pressure situations while delivering exceptional support, ensuring minimal downtime and improved user experiences.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support Officer
IBEX Global
01.2025 - Current
- Managed high call volume during peak hours, maintaining exceptional service standards under pressure.
- Improved customer satisfaction by resolving technical issues in a timely manner.
- Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
- Provided comprehensive support for various software and hardware, enhancing overall user experience.
- Reduced downtime by swiftly diagnosing and troubleshooting complex technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
Customer Service Representative
SYKES
04.2023 - 01.2025
- 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.
Food and Beverage Supervisor
El Raza Restaurant
01.2010 - 01.2022
- Enhanced customer satisfaction by efficiently managing food and beverage orders, ensuring prompt service and accurate delivery.
- Ensured smooth restaurant operation by promptly addressing any equipment malfunctions or maintenance needs in the dining area or kitchen facilities.
- Collaborated with kitchen staff to develop new menu items based on seasonal ingredients and customer preferences.
- Maintained a clean and organized work environment to ensure compliance with health department regulations and company standards.
Education
Bachelor of Science - Hotel And Restaurant Management
La Consolacion College Bacolod
Bacolod City, Province Of Negros Occidental, Philippines 06.2006 - 01.2010
Skills
Network troubleshooting
Remote support
Escalation handling
Training and mentoring
Customer service
Ticket management
Complaint resolution
Verbal and written communication
Multitasking Abilities
Excellent communication
Friendly and patient
Timeline
Technical Support Officer
IBEX Global
01.2025 - Current
Customer Service Representative
SYKES
04.2023 - 01.2025
Food and Beverage Supervisor
El Raza Restaurant
01.2010 - 01.2022
Bachelor of Science - Hotel And Restaurant Management
La Consolacion College Bacolod
06.2006 - 01.2010