Tyrone Oliver Japone
Capas,Capas,Tarlac
Overview
11
11
years of professional experience
Work History
Technical Support Representative III (SME)
Support Ninja
Clark, Pampanga, Philippines
07.2023 - Current
- Provided technical assistance to customers through phone, email, and chat.
- Conducted remote troubleshooting sessions to identify and resolve technical problems.
- Performed tactical troubleshooting to pinpoint underlying faults quickly.
- Responded to customer emails, calls, and live chat, ensuring effective remote fixes.
- Delivered step-by-step support to help clients resolve issues confidently.
- Managed customer expectations by providing clear timelines for resolution milestones.
- Resolved service requests within agreed target timeframes every time.
- Tailored guidance for non-technical users, enabling confident use of technology.
Technical Support Representative (Amazon) (Subject Matter Expert)
Sutherland Global Services
01.2019 - Current
- Handled complex troubleshooting to resolve customer issues quickly.
- Managed escalation calls and urgent customer concerns through to resolution.
- Monitored customer call-backs to confirm issue resolution and satisfaction.
- Analysed data and performance reports to identify areas for improvement.
- Created action plans to improve team performance and service quality.
- Followed procedures to prevent repeat issues after service.
- Researched process improvements to support efficient workflows.
Collection Agent (Receivable Management Services) (Agent)
IQOR
Clark, Pampanga, Philippines
01.2018 - 12.2019
- Collected customer payments following approved procedures.
- Offered flexible payment plans based on customer needs.
- Managed customer personal information securely and confidentially.
- Maintained and updated customer payment plans.
Intent Analyst (Interaction) (Analyst)
Sutherland Global Services
Clark, Pampanga, Philippines
01.2016 - 12.2018
- Tagged utterances accurately within the required timeframe.
- Captured and recorded data accurately.
- Ensured utterances were correctly categorised and assigned to the appropriate department.
- Maintained accuracy and quality standards throughout the tagging process.
Education
Bachelor of Science - Information & Technology
Dominical College of Tarlac
Capas, Tarlac01-2015
Capas High School -
Capas High School
Capas, Tarlac01-2010
Capas Gabaldon Elementary School -
Capas Gabaldon Elementary School
Capas, Tarlac01-2006
Skills
- Problem-Solving & Logical Thinking
- Teamwork & Collaboration
- Attention to Detail
- Operating Systems
- Software Proficiency
- Communication Skills
- Patience & Adaptability
- Escalation Management
Timeline
Technical Support Representative III (SME)
Support Ninja
07.2023 - Current
Technical Support Representative (Amazon) (Subject Matter Expert)
Sutherland Global Services
01.2019 - Current
Collection Agent (Receivable Management Services) (Agent)
IQOR
01.2018 - 12.2019
Intent Analyst (Interaction) (Analyst)
Sutherland Global Services
01.2016 - 12.2018
Bachelor of Science - Information & Technology
Dominical College of Tarlac
Capas High School -
Capas High School
Capas Gabaldon Elementary School -
Capas Gabaldon Elementary School