Robert V. Moreno
Antipolo Rizal
Summary
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Service Representative position. Ready to help team achieve company goals.
Overview
8
8
years of professional experience
Work History
Service Desk Agent
Unisys Philippines
Mandaluyong
02.2024 - Current
- Coordinated with other departments when needed to resolve complex cases.
- Provided detailed explanations to end users concerning product features and functionality and with their account as well
- Provide password reset, account unlocked, printer and driving mapping to end user
Senior Workforce Coordinator
Foundever
Quezon City
09.2023 - Current
- Prepared and maintained reports, dashboards and schedules.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Optimized schedules, forecasts and other tools to present to management.
Real-Time Analyst
Foundever
Quezon City
02.2022 - 09.2023
- Compiled data and gave professional presentations highlighting finds and recommended optimizations.
- Creating schedules based on call volume distribution to ensure we are rightly staffed to meet service level.
- Awarded as Top Workforce Analyst for 2023
Subject Matter Expert
Foundever
Quezon City
02.2021 - 02.2022
- Supported teams in providing service options for their customer to avoid escalations.
- Taking highly escalated calls from the team to ensure that the issue will be resolved immediately
Technical Support Representative
Foundever
Quezon City
01.2017 - 02.2021
- Resolved diverse range of technical issues across multiple systems and applications for customers.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Providing repair options to customers if issue was not resolved over the phone.
- Helping customer to follow up their repair appointment
Customer Service Representative Agent
Foundever
Quezon City
09.2016 - 12.2016
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Bachelor of Science - Education
Universidad De Manila
Manila Philippines Dalanguiring Integrated School
Skills
- Ticketing system proficiency
- Account managemen
- Network troubleshooting
- SLA management
- SLA Projection
- OU rerun
- Scheduling System using IEX
Timeline
Service Desk Agent
Unisys Philippines
02.2024 - Current
Senior Workforce Coordinator
Foundever
09.2023 - Current
Real-Time Analyst
Foundever
02.2022 - 09.2023
Subject Matter Expert
Foundever
02.2021 - 02.2022
Technical Support Representative
Foundever
01.2017 - 02.2021
Customer Service Representative Agent
Foundever
09.2016 - 12.2016
Bachelor of Science - Education
Universidad De Manila
Dalanguiring Integrated School
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