Racheline Porio
Davao City
Summary
Experienced Technical Support and Customer Service Representative with over 5 years in the industry, adept at providing high-quality support and ensuring customer satisfaction. Proficient in troubleshooting, communication, and relationship management. Dedicated to providing exceptional support and improving operational efficiency.
Overview
5
5
years of professional experience
Work History
Technical Support Representative / Customer Service Representative
Turnkey ISP
USA
02.2022 - 02.2024
- Recorded and maintained detailed documentation of support requests and solutions
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Conducted regular follow-ups with customers to ensure satisfaction and retention
- Responding to customer concerns through call, chat, and email support
- Support exceptional troubleshooting skills to identify and resolve complex technical issues to achieve first-call resolution
- Adapting to use various types of CRMs, such as Zendesk, Sonar, Powercode, Apogee, and UISP
Customer Service Representative / Technical Support Representative
VXI Global
Davao
01.2019 - 01.2022
- Provided advanced technical support to customers, achieving a 97% resolution rate on first contact
- Conducted in-depth product and issue resolution research to address customer concerns
- Provided documentation on start-up, shut down and first-level troubleshoot
- Engaged with customers to gather feedback, contributing to service enhancement initiatives
- Handled billing inquiries and facilitated resolution of disputes, maintaining customer trust
Education
Bachelor of Engineering - Civil Engineering
University of Mindanao-Matina Highway
Davao City01.2021
Secondary -
Jose Maria College
Sasa, Davao City01.2019
Junior High -
Maryknoll College of Panabo, Inc.
Panabo City, Davao Del Norte01.2017
Elementary -
Panabo Central Elementary School
Panabo City, Davao Del Norte01.2013
Skills
- Technical Troubleshooting
- Customer Relationship Management (CRM)
- Problem Resolution
- Product Knowledge
- Communication Skills
- Team Collaboration
- Time Management
- Conflict Resolution
Timeline
Technical Support Representative / Customer Service Representative
Turnkey ISP
02.2022 - 02.2024
Customer Service Representative / Technical Support Representative
VXI Global
01.2019 - 01.2022
Bachelor of Engineering - Civil Engineering
University of Mindanao-Matina Highway
Secondary -
Jose Maria College
Junior High -
Maryknoll College of Panabo, Inc.
Elementary -
Panabo Central Elementary School