Phillip Jude P. Fortuna
PANGASINAN - CITY OF URDANETA
Summary
Customer Service Professional experienced in managing customer interactions and resolving issues to achieve high satisfaction and team performance. Delivered consistent results by fostering collaborative environments and adapting to workplace needs.
Experienced with managing shift operations, food preparation, and maintaining cleanliness. Utilizes teamwork and communication skills to ensure smooth operations.
Overview
1
1
Certification
18
18
years of professional experience
Work History
IT Service Desk Team Leader
ASPGulf FZE
Dubai
09.2021 - 03.2024
- Led service desk operations, ensuring high-quality support and efficient issue resolution.
- Mentored team members to enhance technical skills and improve customer service delivery.
- Liaised with other IT teams during complex technical escalations; ensured prompt resolutions while maintaining the highest level of customer satisfaction.
- Evaluated service desk performance metrics, identifying areas for improvement and implementing necessary changes.
Service Desk Representative
ASPGulf FZE
Dubai
02.2008 - 08.2021
- Managed incoming support requests through various communication channels to ensure timely resolution.
- Provided technical assistance and troubleshooting technical issues, enhancing user satisfaction.
- Documented service desk interactions accurately in ticketing system to maintain up-to-date records.
- Addressed user customer service concerns and decide when to escalate problems to specialist team members.
Sales Representative
Al Otaiba Communications
Dubai
10.2007 - 01.2008
- Developed and maintained strong client relationships to enhance customer satisfaction and loyalty.
- Negotiated favorable terms in contracts, ensuring both customer satisfaction and profitability.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Shift Manager
McDonald's
Urdaneta, Province Of Pangasinan, Philippines
01.2007 - 04.2007
- Supervised daily operations, ensuring exceptional customer service and team performance.
- Coordinated shift schedules, aligning staffing levels with peak business demands.
- Resolved customer complaints swiftly, enhancing overall guest satisfaction and loyalty.
- Conducted regular training sessions, maintaining high standards of food safety compliance.
Crew Member
McDonald's
Urdaneta, Province Of Pangasinan, Philippines
08.2006 - 12.2006
- Delivered exceptional customer service to enhance dining experience for patrons.
- Operated kitchen equipment efficiently, adhering to safety and sanitation standards.
- Maintained cleanliness and organization of restaurant to uphold positive image.
Education
Bachelor of Science - Information Technology
Colegio De Dagupan
Dagupan City04-2006
Skills
- Technical support
- Ticketing experience
- Team management
- Task management
- Customer relations
- IT security protocols
- Client management
- Technical escalation management
- Salesmanship
- Positive company representation
Certification
- 2008-05 Self and Time Management, ASPGulf - Dubai, UAE)
- 2010-12 Certification of Appreciation: Outstanding Performance in Service Desk Tier 1 Support. ASPGulf- (Dubai, UAE)
- 2013-01 ITIL Foundation, ASPGulf - (Dubai, UAE)
- 2023-02 Re-Fresher Training on ISO: 2015 Quality Management System, ASPGulf - (Dubai, UAE)
- 2023-12 15 Years Long Service Certificate, ASPGulf -(Dubai, UAE)
Timeline
IT Service Desk Team Leader
ASPGulf FZE
09.2021 - 03.2024
Service Desk Representative
ASPGulf FZE
02.2008 - 08.2021
Sales Representative
Al Otaiba Communications
10.2007 - 01.2008
Shift Manager
McDonald's
01.2007 - 04.2007
Crew Member
McDonald's
08.2006 - 12.2006
Bachelor of Science - Information Technology
Colegio De Dagupan