Sharon Rose Sarte
Cebu City,Province of Cebu
Summary
Professional with exceptional communication skills and a track record of maintaining composure in high-pressure situations. Demonstrated expertise in problem-solving and quality assurance, with a focus on troubleshooting diverse issues for efficient resolutions. Committed to utilizing these strengths to foster success and innovation in future endeavors.
Overview
18
18
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
IT Service Desk Associate
Accenture
Cebu City, Province of Cebu
2024.03 - 2026.01
- Troubleshot operating systems, hardware and software problems to identify root causes.Offered friendly, efficient customer service and handled challenging situations with ease.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Completed investigations to check on reported errors, reproduce problems and trace faults.Carried out day-to-day duties accurately and efficiently.
Network Service Engineer
Accenture
Cebu City, Province of Cebu
2014.04 - 2024.03
- Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
- Optimised network performance by troubleshooting and resolving complex technical issues.
- Tailored solutions specific to client needs, resulting in improved customer satisfaction rates.
- Assisted team members in understanding complex networking concepts, enhancing team productivity.
- Developed a training programme for new hires that significantly reduced their learning curve time.
- Troubleshot network issues and provided rapid solutions to limit downtime.
Technical support representative
Convergys
Cebu City, Province of Cebu
2011.07 - 2013.11
- Enhanced customer satisfaction with proactive problem resolution.
- Worked diligently under pressure whilst maintaining a high standard of work, demonstrating resilience and dedication in demanding situations.
- Investigated and diagnosed customer's technical and product queries.
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
- Asked customer targeted diagnostic questions for speedy root cause analysis.
Telephone Banker
Aegis People Support
Cebu City, Province of Cebu
2008.03 - 2011.03
- Assisted customers with account set-up for a seamless banking experience.
- Maintained confidentiality of clients' financial information as per compliance standards.
- Involved in continuous improvement initiatives within the customer service department.
- Managed high call volumes whilst ensuring excellent communication skills.
- Resolved complex banking queries to enhance client trust and loyalty.
- Improved customer satisfaction by providing high-quality, personalised service.
- Offered prompt responses to enquiries, providing superior customer service.
Education
Bachelor of Science in Nutrition and Dietetics - Nutrition And Deitetics
Silliman University
Dumaguete, Province of Negros Oriental 1995.06 - 2002.03
Skills
- Communication skills
- Calm under pressure
- Problem-solving
- Quality Assurance
- Network troubleshooting
Certification
Lean Six Sigma Certified
Affiliations
- I enjoy manual creative work.
Languages
English
Advanced
Pilipino
Native
References
References available upon request.
Timeline
IT Service Desk Associate
Accenture
2024.03 - 2026.01
Network Service Engineer
Accenture
2014.04 - 2024.03
Technical support representative
Convergys
2011.07 - 2013.11
Telephone Banker
Aegis People Support
2008.03 - 2011.03
Bachelor of Science in Nutrition and Dietetics - Nutrition And Deitetics
Silliman University
1995.06 - 2002.03