Raven Louise Madrid
Cebu City, Province Of Cebu,CEB
Summary
Dynamic Technical Support Representative with a proven track record at Concentrix, excelling in technical troubleshooting and active listening. Adept at resolving complex hardware and software issues, ensuring customer satisfaction through effective communication and follow-up. Recognized for efficiently guiding users through solutions while maintaining detailed documentation in CRM systems.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
Concentrix
06.2024 - Current
- Resolved hardware, software, and connectivity issues through phone, chat, and email support.
- Documented incidents and resolutions accurately in CRM and ticketing systems.
- Guided customers through troubleshooting steps using knowledge base and diagnostic tools.
- Escalated complex technical issues to appropriate support teams with clear case details.
- Assisted users with password resets, account access, and system navigation.
- Verified issue resolution and followed up to ensure customer satisfaction.
- Communicated technical solutions in clear, customer-friendly language.
Assistant Human Resources Manager
Gemphil Technologies
08.2022 - 02.2023
- Coordinated recruitment, screening, and onboarding processes for technical and administrative roles.
- Maintained accurate employee records, contracts, and HR documentation in compliance with company policies.
- Supported payroll preparation, attendance monitoring, and timekeeping reconciliation for monthly processing.
- Facilitated employee relations cases, addressing concerns and escalating issues for timely resolution.
- Organized HR orientations, training schedules, and employee communications to support workforce readiness.
- Conducted exit interviews to gather valuable feedback from departing employees, identifying areas for improvement in retention efforts.
- Developed effective onboarding materials to ensure new hires quickly acclimated to company culture and expectations.
Documentation Staff Member
HOV Customs Brokerage
09.2021 - 04.2022
- Prepared customs documentation for import and export shipments, ensuring accuracy and compliance with regulations.
- Verified commercial invoices, packing lists, and airway bills for completeness before filing.
- Coordinated with brokers, clients, and carriers to resolve document discrepancies and clearance delays.
- Tracked shipment statuses and updated records to support timely customs processing.
- Organized filing systems for permits, manifests, and clearance records to maintain audit readiness.
- Maintained a strong focus on confidentiality and data protection, ensuring that sensitive company information was securely stored and shared only with authorized personnel.
Market Research
Survey Sampling International
05.2019 - 11.2019
- Improved strategic decision-making by conducting comprehensive market research and analysis.
- Delivered valuable insights into competitor strategies through extensive market research activities.
- Improved client marketing strategies by conducting comprehensive market research and analysis.
- Launched new products successfully by conducting comprehensive market research and analysis.
- Enhanced product quality by conducting thorough market research and implementing consumer feedback.
Education
Associate of Science - Bachelors of Science in Customs Administration
University of Cebu, Lapu-Lapu And Mandaue
Mandaue City, Province Of Cebu, Philippines 04.2001 -
Skills
Technical troubleshooting
Technical support
Product troubleshooting
Issue troubleshooting
Active listening
Customer follow-up
CRM documentation
Timeline
Technical Support Representative
Concentrix
06.2024 - Current
Assistant Human Resources Manager
Gemphil Technologies
08.2022 - 02.2023
Documentation Staff Member
HOV Customs Brokerage
09.2021 - 04.2022
Market Research
Survey Sampling International
05.2019 - 11.2019
Associate of Science - Bachelors of Science in Customs Administration
University of Cebu, Lapu-Lapu And Mandaue
04.2001 -