Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Rizza Fajardo

Cebu City, Province Of Cebu

Summary

Tier 1 Technical Support Advisor with expertise in IT and remote troubleshooting. Improved first call resolution rates through active listening and problem-solving. Built a knowledge base to optimize support processes, demonstrating adaptability and clear communication.

Overview

6
6
years of professional experience

Work History

Tier 1 Technical Support Advisor

Concentrix
02.2019 - Current
  • Collaborated with team members to share best practices and improve overall service quality.
  • Contributed to the creation of a knowledge base for common issues, streamlining the troubleshooting process for future cases.
  • Identified trends in recurring issues, reporting these findings to relevant departments for further investigation and resolution.
  • Improved first call resolution rates by actively listening to customer concerns and troubleshooting effectively.

Education

Bachelor of Science - Information And Communications Technology

Cebu Technological University - Barili Campus
Brgy. Cagay, Barili, Cebu, Philippines, 6036
05-2019

Skills

  • Basic IT Knowledge
  • Familiarity with Tools
  • Clear and Concise Communication
  • Adaptability
  • Remote support
  • Active Listening

Additional Information

Completed Benefit Service Center training, demonstrating proficiency in problem-solving, relationship-building, and product knowledge.

Completed Intuit DIY Payroll training, specializing in assisting small business owners with automated payments, accounting, and payroll taxes.

Timeline

Tier 1 Technical Support Advisor

Concentrix
02.2019 - Current

Bachelor of Science - Information And Communications Technology

Cebu Technological University - Barili Campus

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Rizza Fajardo