Rusty Escolano Gayanes
Customer Service Representative
San Pedro
Summary
I am the type of person who is always looking for learning and progressing my knowledge and skills. I can be flexible in every situation and be eager to solve such problems together with the team.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support
T-mobile by Iqor Philippines
08.2023 - Current
- Actively listen to customers to understand their issues or concerns
- Interview clients to gather information useful in providing recommendations and solutions to a technical problem
- Install, configure, and troubleshoot computer systems, servers, and network issues
- Provide daily technical support services for information technology establishments
- Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue
- Document and track customer issues using a ticketing system to ensure quick resolution
- Maintain the security and integrity of company database by setting access controls
- Explain highly technical details to customers using simple understandable terms
- Participate in development of information technology and infrastructure projects
- Ensure compliance with service agreements to evade legal issues
- Guide and direct the activities of less experienced tech support personnel
- Maintain an up-to-date knowledge of company products and services
- Stay abreast with technological developments and trends
- Educate customers on the features of company products/services to minimize technical challenges
- Follow-up on customers to ensure their issues are completely resolved
- Produce periodic reports of technical support operations to company management
POC Clinic Network Solution
Alere Philippines Inc. by Abbott Company
09.2020 - 06.2023
- Responding to client/clinic inquiries
- Team daily monitoring
- Team assisting for all daily tasks
- Process daily reports
- Process all orders from the clinic
- Process all the profile amendment requested from the clinic
- Updating the list status if every clinic profile
- Maintaining a professional yet positive approach with clients
- Maintain clinical files and documents according to professional standards
Cluster Revenue Reservation Supervisor Analyst
Al Khoory Group of Hotels
08.2019 - 03.2020
Senior Cluster Reservation Agent
VOCO Dubai by Intercontinental Hotels Group (IHG)
01.2018 - 07.2019
Cluster Reservation Team Leader
Capital Centre Arjaan by Rotana & Centro Capital Centre by Rotana
12.2016 - 01.2018
Reservation Agent
Capital Centre Arjaan by Rotana
10.2015 - 11.2016
Education
Bachelors Science - Nursing
University of Perpetual Help System
01.2008 - 01.2012
Skills
- Customer service skills
- Report making
- Process management
- Invoice management
Billing collections
- Care coordination
- HIPAA compliance
- Patient verification
- Data organization
- Administrative functions
- Phone etiquette
- Document organization
Technical support experience
Technical support services
Customer technical support
Accomplishments
- Employee Spotlight
- TOP 1 OPTG rate all over the cluster
- Monthly top performer
Disclaimer
I hereby declare that the details furnished above are true and correct to the best of my knowledge.
Timeline
Technical Support
T-mobile by Iqor Philippines
08.2023 - Current
POC Clinic Network Solution
Alere Philippines Inc. by Abbott Company
09.2020 - 06.2023
Cluster Revenue Reservation Supervisor Analyst
Al Khoory Group of Hotels
08.2019 - 03.2020
Senior Cluster Reservation Agent
VOCO Dubai by Intercontinental Hotels Group (IHG)
01.2018 - 07.2019
Cluster Reservation Team Leader
Capital Centre Arjaan by Rotana & Centro Capital Centre by Rotana
12.2016 - 01.2018
Reservation Agent
Capital Centre Arjaan by Rotana
10.2015 - 11.2016
Bachelors Science - Nursing
University of Perpetual Help System
01.2008 - 01.2012
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