Rio Renzo Lumanog

• Tier 1 Fiber broadband support for AT&T Internet
• Assisting customers in installing and restoring customer's internet services through the phone
• Assisting customers in resolving issues with their Uverse TV and home phone services
• Assisting customers in restoring their email and/or AT&T login access
• Setting up technician dispatch appointments when issue cannot be resolved over the phone or if requested by the customer
• Educating customers with self-service options provided by AT&T, such as Smart Home Manager app, My&AT&T App, AT&T Guarantee
• Providing information about AT&T Fiber internet plans and sending them through e-mail or texts, and assisting them in upgrading their existing plan
• Reviewing bills and educating the customer about charges reflecting on their bill, providing bill adjustments when applicable and setting expectations
• Filing tickets and claims provided by customer complaints

• Advance technical support over the phone for AT&T Mobility
• Assisting and providing troubleshooting steps, and information related to phone services, plans and features
• Offering and providing phone and plan upgrades for eligible customers, and assisting in adding and removing features at customer's request
• Analyzing complex issues and resolving them through resolutions and alternate resolutions when available (phone service issues, device issues, coverage issues, bill issues)
• Assisting in unlocking eligible devices and phone replacement claims
• Educating customers with self-service options provided by AT&T, such as Smart Home Manager app, My&AT&T App, AT&T Guarantee
• Providing information about AT&T Mobility plans and sending them through e-mail or texts, and assisting them in updating their existing plan and features
• Reviewing bills and educating the customer about charges reflecting on their bill, providing bill adjustments when applicable and setting expectations

• Managed content distribution to online platforms.
• Approved, reviewed and document content that is being queued to the online platform.
• Participated in reviewing, and providing feedback on new policies and unfamiliar trending content, for further efficiency improvement for the teams.

Smoke Alarms Australia Booking Agent (Aug 2019 - Nov 2019)

• Outbound booking agent over the phone for Smoke Alarms Australia
• Documented residential tenant’s requested date/time/conditions in securing appointments
• Coordinated with tenants in scheduling and rescheduling appointments
• Adjusted times to fit in-between appointments with approval
• Booked appointments for assigned technician/electrician
• Confirmed property and tenant details with real estate agents

Cloudstaff Inc Lead Gen and Booking Agent (Dec 2019 - Feb 2020)

• Outbound booking agent over the phone for Cloudstaff Inc.
• Generated business leads and confirmed authenticity
• Sent emails to business leads and called them at a scheduled date
• Booked appointments with leads for a callback from the senior business development manager
• Created and managed the database of the lead generation team
  Generated daily end of day reports

Professionals Craigieburn Booking Agent (Feb 2020 - Mar 2020)

• Outbound booking agent over the phone for Professionals
• Managed the database leads
  Sent text messages and called the leads
• Booked appointments with leads for free home appraisals
• Updated with the Director with the appointments and free reports
  Generated daily end of day reports

National Advice Network Booking Agent (Mar 2020 - Apr 2020)

• Outbound booking agent over the phone for National Advice Network
• Provided information to clients onset of the call
• Booked appointments with leads who qualify for Superannuation
• Documented input from leads called

• Tech support over the phone for UPS Worldship
• Logged cases of customers and employees
• Worked with customers/employees in identifying computer problems and advising on the solution
• Conducted remote assistance
• Diagnosed and solved hardware and software issues
• Responded to calls as efficient and effective as possible
• Followed up with clients to ensure that their concerns are resolved
• Trained new Worldship Tech Support employees