Razhielle Soriano
Alfonso Homes 2, Brgy. Sinalhan
Summary
Proactive technical support specialist with a proven track record in high-pressure team environments. Demonstrates expertise in resolving time-critical issues to restore core systems, while effectively managing high-volume ticketing systems. Utilizes collaboration and creative problem-solving skills to consistently achieve results. A knowledgeable customer service management professional who excels at improving team productivity, reducing escalated calls, and increasing customer satisfaction scores.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Desk
Endeavor Managed Services
12.2022 - 07.2024
- Provides real-time support to onsite technicians.
- Effectively uses system tools to monitor deliverables submitted by Field Engineers.
- Maintained high customer satisfaction levels through effective communication and swift resolution of problems.
Service Desk Agent
Genesis Networks
06.2022 - 12.2022
- Conducted regular follow-ups on open tickets to verify solutions and prevent recurring issues.
- Managed incoming service requests and incidents via telephone, email, and ticketing system, delivering timely first-line support.
- Developed and maintained documentation on procedures and frequently encountered issues, streamlining the support process.
CUSTOMER SUCCESS SPECIALIST
Wells Fargo
01.2022 - 03.2022
- Phone Banker for Everyday Banking Line of Business in Wells Fargo Philippines.
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
CUSTOMER EXPERIENCE EXECUTIVE
Probe CX
08.2021 - 01.2022
- Back office and Email Support
- Established a customer feedback system, allowing for continuous improvement in service delivery.
- Reduced customer complaints by proactively identifying issues and implementing targeted solutions.
VIRTUAL ASSISTANT
Online Freelancer
10.2018 - 08.2021
- Manage my client's Telemarketing for the business and fulfill admin tasks for the client.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Conferred with customers by telephone, chat or email to provide information.
- Managed CRM input, exports and clean up.
CUSTOMER SERVICE SUPPORT
Teletech
07.2018 - 10.2018
- Provides support and Customer Service for Doordash Riders and Customers.
- Provided exceptional customer service through timely resolution of support tickets, maintaining high levels of satisfaction among clients.
- Enhanced customer satisfaction by providing exceptional service and support, both before and after the sale.
FREELANCE TELEMARKETER
Online Freelancer
10.2015 - 06.2018
- Worked for various clients in the US as a Virtual Assistant and Telemarketer.
- Conducted outbound calls to promote new services and products.
- Resolved customer inquiries to ensure satisfaction and repeat business.
- Identified customer needs to match with appropriate solutions.
- Achieved targets consistently, using strategic call planning.
TECHNICAL SUPPORT ANALYST
IBM Services
05.2014 - 09.2015
- Resolved complex technical issues for clients, enhancing overall system performance.
- Offered remote support for cloud-based and web-based clients via phone, email, and chat.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Used ticketing systems to manage and process support actions and requests.
CUSTOMER SUPPORT
Genpact
01.2012 - 05.2012
- Provides customer service for Greendot Debit Card users.
- Provided exemplary customer support during high-volume periods, maintaining professionalism under pressure.
- Provided exceptional customer support, troubleshooting complex issues, and ensuring timely resolution of problems.
CUSTOMER SUPPORT
Teletech
04.2011 - 08.2011
- We provide support and customer assistance for Tmobile customers.
- Streamlined customer assistance processes, resulting in improved satisfaction ratings.
- Delivered superior customer assistance by answering questions and addressing concerns promptly.
Education
ASSOCIATE IN HOTEL AND RESTAURANT SERVICES -
Trimex Colleges
04-2009
Skills
- Customer Service
- Technical Support
- People Management
- Marketing
- Knowledge in using MS - Office
- Knowledge in using Ticketing Tools
- Providing real time support to Field Technicians
- Service desk operations
Languages
English
Bilingual or Proficient (C2)
Certification
- National TVET Trainer
- TESDA Training and Assessment Methodology
- NC2 Food and Beverage Services
- NC2 Housekeeping
- NC2 Bartending
- NC2 Commercial Cooking
Timeline
Service Desk
Endeavor Managed Services
12.2022 - 07.2024
Service Desk Agent
Genesis Networks
06.2022 - 12.2022
CUSTOMER SUCCESS SPECIALIST
Wells Fargo
01.2022 - 03.2022
CUSTOMER EXPERIENCE EXECUTIVE
Probe CX
08.2021 - 01.2022
VIRTUAL ASSISTANT
Online Freelancer
10.2018 - 08.2021
CUSTOMER SERVICE SUPPORT
Teletech
07.2018 - 10.2018
FREELANCE TELEMARKETER
Online Freelancer
10.2015 - 06.2018
TECHNICAL SUPPORT ANALYST
IBM Services
05.2014 - 09.2015
CUSTOMER SUPPORT
Genpact
01.2012 - 05.2012
CUSTOMER SUPPORT
Teletech
04.2011 - 08.2011
ASSOCIATE IN HOTEL AND RESTAURANT SERVICES -
Trimex Colleges
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