Remylou Soliano
Technical Support Specialist
Cabuyao City
Summary
Detail-oriented with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of what the task is. Motivated to learn, grow and excel.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support Specialist
Valor Global Philippines
Biñan City
05.2022 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Activated accounts for clients interested in new services.
- Resolve technical support inquiries per day.
- Documented support interactions for future reference.
- Fielded average of 21 inbound phone calls to deliver support and remotely resolve service issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Recorded and maintained relevant notes for each client and work order.
- Patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Customer Service Specialist
Iqor Philippines
Sta. Rosa City
02.2022 - 05.2022
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved concerns with products or services to help with retention and drive sales.
- Processed customer adjustments to maintain financial accounts.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
Technical Support Representative
Teleperformance Philippines
Mandaluyong City
01.2019 - 02.2022
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented support interactions for future reference.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted with updating technical support best practices for use by team.
- Submitted service tickets for equipment maintenance requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Customer Service Associate
Sitel Philippines
Mandaluyong City
08.2018 - 01.2019
- Informed customers about special promotions and provided detailed information for various products.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Responded to customer calls and emails to answer questions about products and services.
- Boosted sales revenue by skillfully promoting diverse service options.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Promised best prices for customer services and maintained accuracy when determining quotes.
- Investigated and resolved accounting, service and delivery concerns.
- Handled over 30 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Resolved issues over phone with customers daily.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
Private Home Tutor
Ong Beng Tiong
Singapore City
01.2010 - 12.2017
- Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses.
- Provided homework assistance using specific curriculum and materials.
- Planned lessons for allotted time to strengthen weak subjects and build skills.
- Collaborated with parents to develop appropriate tutoring lessons.
- Conducted group tutoring sessions to help students engage active learning and critical thinking skills.
- Used flashcards and other techniques to test and improve memory through practiced information retrieval.
- Helped students prepare for tests and exams by providing guidance, motivation and encouragement.
- Identified learning needs and implemented fun and engaging learning activities to help students advance.
- Supported students with helpful study habits and exam strategies.
- Enabled underachieving students to reach target attainment levels by providing individualized coaching and activities.
- Leveraged technology and visual aids to engage students and enhance learning.
- Developed student confidence through positive reinforcement strategies.
- Worked with students in classrooms or home environments to provide educational support.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Tutored diverse groups of students to strengthen subject comprehension, boost confidence and build important learning skills.
- Provided appropriate learning materials for students.
- Created tailored lesson plans and study guides to teach and assist students in area of study.
- Met with parents to discuss student progress and address concerns.
Account Specialist
Quintessential Marketing
Pasig City
01.2007 - 06.2009
- Set up new customer accounts and updated existing profiles with latest information.
- Completed over 100 weekly cold calls to attract new customers.
- Supported key promotions by contacting established and potential customers to discuss offerings.
- Motivated team members to meet and exceed sales targets.
- Attended monthly sales meetings and quarterly sales trainings.
- Set and achieved company defined sales goals.
- Informed customers of promotions to increase sales productivity and volume.
Education
Bachelor of Science - Economics
University of The Philippines Los Baños
Los Baños , Laguna Philippines 06.2001 - 11.2005
No Degree -
AIDHA School of MicroBusiness
Dover, Singapore 04.2001 -
Skills
System Provisioning
Timeline
Technical Support Specialist
Valor Global Philippines
05.2022 - Current
Customer Service Specialist
Iqor Philippines
02.2022 - 05.2022
Technical Support Representative
Teleperformance Philippines
01.2019 - 02.2022
Customer Service Associate
Sitel Philippines
08.2018 - 01.2019
Private Home Tutor
Ong Beng Tiong
01.2010 - 12.2017
Account Specialist
Quintessential Marketing
01.2007 - 06.2009
Bachelor of Science - Economics
University of The Philippines Los Baños
06.2001 - 11.2005
No Degree -
AIDHA School of MicroBusiness
04.2001 -
Similar Profiles
May MillanoMay Millano
Training Specialist | Medical Billing Account at Valor Global PhilippinesTraining Specialist | Medical Billing Account at Valor Global Philippines
Christy RobinsonChristy Robinson
Customer Service Representative Mentor at Valor GlobalCustomer Service Representative Mentor at Valor Global
VALERIE MADOREVALERIE MADORE
Customer Service Representative at Valor GlobalCustomer Service Representative at Valor Global