Sharissa Myreign Aquino
Manila
Summary
A proactive and detail-oriented professional with a strong problem-solving mindset and a commitment to excellence. Driven to exceed expectations through continuous learning and a dedication to high standards. Adept at leadership, team collaboration, and mentoring new employees to uphold company standards. Proficient in Microsoft Office, Google Workspace, Zendesk, and Watson, with a commitment to continuous learning and excellence in service delivery.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support Engineer
Accenture
02.2024 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Documented faults and bugs for referral to development staff for use in updates
- Explained technical information in clear terms to promote better understanding for non-technical users
- Resolving technical issues related to the project
- Responding to user inquiries via email
- Handling incoming chats from users seeking assistance
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
CUSTOMER EXPERIENCE AGENT (Retail Account)
ALORICA
09.2023 - 12.2023
- Attend to customer's requests for placing new order, order status update, tracking shipments, replacement, refund, and non-receipt claim
- With confidentiality and treat each call with utmost courtesy
- Resolving customer complaints, issues related to orders, deliveries, and product defects
- Collaborate with other team members and departments to resolve complex issues and share knowledge
- Trained and assisted new employees aligning with the account requirements, and company code and ethics
- Assigned and served as a Person in Charge of the team
CUSTOMER EXPERIENCE AGENT (Delivery Account)
ALORICA
11.2021 - 03.2023
- Manage inbound and/or outbound calls weekly attaining high performance indication score and 98% customer satisfaction
- Resolves customer complaints by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
- Trained and assisted new employees aligning with the account requirements, and company code and ethics
- A team player
- Coach and share my techniques to reach a common goal
- Trained to communicate with customers on a variety of channels
- Proper deescalating the customer issues and complaints
SALES SUPPORT: ACCOUNTS RECEIVABLE STAFF
SHARP PHILS. CORPORATION
09.2020 - 09.2021
- Create Statement of Accounts;
- Prepare credit memos and debit memos;
- Critiqued price adjustments Accounts receivable aging;
- Monitored returns;
- Evaluated offsetting;
- Retrospect on floating deductions
Education
Bachelor of Science - Accountancy
New Era University
Lipa City, Batangas 06.2015 - 04.2019
Skills
Active listening
Data Analysis
Attention to detail
Problem Solving
Techniques
Leadership
Management and Organizational Skills
undefinedTimeline
Technical Support Engineer
Accenture
02.2024 - Current
CUSTOMER EXPERIENCE AGENT (Retail Account)
ALORICA
09.2023 - 12.2023
CUSTOMER EXPERIENCE AGENT (Delivery Account)
ALORICA
11.2021 - 03.2023
SALES SUPPORT: ACCOUNTS RECEIVABLE STAFF
SHARP PHILS. CORPORATION
09.2020 - 09.2021
Bachelor of Science - Accountancy
New Era University
06.2015 - 04.2019
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