Princess Joy Gabay
Tarlac
Summary
Accomplished Technical Support Representative, advanced to Subject Matter Expert (SME) in just one year at Foundever, specializing in resolving complex issues within QuickBooks Online and QuickBooks Online Payroll. Demonstrates strong analytical and problem-solving skills, achieving an impressive 96% issue resolution rate over six consecutive months. Collaborates effectively with cross-functional product teams to identify recurring issues and drive continuous improvement. Committed to enhancing customer satisfaction through efficient support and innovative solutions.
Overview
2
2
years of professional experience
Work History
Subject Matter Expert
Foundever - Intuit
Tarlac
12.2024 - Current
- Resolve escalated customer issues related to QuickBooks Online and QuickBooks Online Payroll, including troubleshooting software functionality, account setup, reconciliation, and tax preparation.
- Lead training sessions and develop knowledge resources to enhance team competency in troubleshooting and resolving QuickBooks-related queries.
- Offered one-on-one support for team members and managers to drive continuous improvement.
Technical Support Representative
Foundever - Intuit
Tarlac
11.2023 - 12.2024
- Communicate technical computer information to non-technical audiences by providing simplified presentations and demonstrations of QuickBooks Online, and QuickBooks Online Payroll.
- Investigate reports of system errors to try to reproduce the issues, and trace the faults.
- Provide clear and concise step-by-step technical support to guide users.
- Keep thorough records of customer interactions, including any actions taken or resolutions provided, to track trends, or identify areas for improvement.
- Generate leads to increase available product awareness among customers.
Office Administrative Intern
Tarlac State University - Office of International Affairs and Linkages
Tarlac
02.2023 - 04.2023
- Preparing relevant and legal documents, meeting reports, and presentations for the office's internal and external meetings and activities
- Facilitate the achievement of meeting objectives by promptly distributing minutes and outcomes
- Complete writing projects, following content requirements regarding style and project specifications
Education
Bachelor of Arts - Communication
Tarlac State University
Tarlac, Philippines07-2024
Skills
- Microsoft Office
- Google Suite
- Canva
- Salesforce
- Slack
- Oracle
- QuickBooks Online
- QuickBooks Online Payroll
Websites
Awards
- Certificate of Merit, Recognizing the Outstanding Academic Records, 2023
- QuickBooks Online Core Plus Top Agent, May, 2024
- QuickBooks Online Core Plus Top Agent, July, 2024
Timeline
Subject Matter Expert
Foundever - Intuit
12.2024 - Current
Technical Support Representative
Foundever - Intuit
11.2023 - 12.2024
Office Administrative Intern
Tarlac State University - Office of International Affairs and Linkages
02.2023 - 04.2023
Bachelor of Arts - Communication
Tarlac State University
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