Uzziel Reign Cacayan

Technical Support Representative | TaskUs – McAfee Account

• Provided comprehensive customer support across three departments: Technical Support, Fraud, and Retention, handling a wide range of technical, account, and subscription-related concerns.
• Facilitated troubleshooting for computers, mobile phones, iPads, and tablets, providing step-by-step guidance and secure remote access to resolve technical issues.
• Diagnosed and resolved technical issues by remotely accessing customer devices, identifying root causes, and implementing appropriate troubleshooting solutions.
• Guided customers through device settings, software-related concerns, account configurations, and other technical issues to restore functionality and improve their overall experience.
• Addressed fraud-related concerns by resolving McAfee account issues and suspicious activity while adhering to security and verification protocols.
• Supported the Retention Department by assisting customers with annual subscription payments, subscription cancellations, refund requests, and billing disputes.
• Addressed customer concerns regarding McAfee subscriptions, billing, refunds, cancellations, and disputes while providing appropriate resolutions based on account policies.
• Recorded customer interactions, troubleshooting steps, account issues, and resolutions accurately in internal systems to ensure comprehensive support documentation.
• Maintained professionalism and empathy when handling sensitive financial, fraud, technical, and account-related concerns.
• Demonstrated strong technical troubleshooting, remote desktop support, fraud awareness, account management, billing support, dispute resolution, customer retention, communication, and problem-solving skills.

Hiring Manager | TELUS Smart Haven – Remote

• Conducted outbound calls to job applicants across Canada to initiate the recruitment and screening process.
• Conducted initial interviews and candidate screenings to assess applicants’ qualifications, communication skills, experience, and suitability for available positions.
• Provided candidates with relevant information about the recruitment process, job opportunities, and next steps.
• Evaluated candidate responses during initial interviews and determined whether applicants met the requirements to proceed to the next stage.
• Coordinated and scheduled final interviews for qualified candidates with hiring managers based in Canada.
• Managed candidate schedules and ensured timely coordination between applicants and the recruitment team.
• Maintained accurate records of candidate information, interview results, appointment schedules, and recruitment activities.
• Communicated professionally with candidates throughout the hiring process, ensuring a positive and organized applicant experience.
• Demonstrated strong recruitment, interviewing, candidate screening, communication, appointment scheduling, time management, and organizational skills while working remotely.

Telemarketer / Appointment Setter | All Star Builders Inc. – Remote

• Conducted high-volume outbound calls to prospective clients to promote home remodeling and renovation services.
• Engaged potential customers in professional conversations to identify their needs, understand their renovation plans, and generate interest in available services.
• Presented and explained home remodeling and renovation solutions, highlighting relevant services based on customer requirements.
• Qualified prospective clients by gathering project details, confirming interest, and determining their eligibility for a consultation.
• Successfully converted interested prospects into scheduled appointments for on-site home inspections, project assessments, and price estimations.
• Coordinated and scheduled appointments between clients and the appropriate team members based on availability.
• Maintained accurate records of customer information, project requirements, appointment details, and follow-up activities.
• Conducted follow-ups with prospective clients to maintain engagement and increase appointment conversion opportunities.
• Demonstrated strong communication, persuasion, active listening, lead generation, appointment setting, customer service, and time-management skills while working remotely.

Technical Support Representative | Movate – Navico Account

• Handled high-volume inbound calls from customers seeking technical assistance with fish finder and marine electronics devices.
• Provided step-by-step technical troubleshooting and device support to identify and resolve hardware, software, connectivity, and operational issues.
• Guided customers through troubleshooting procedures, device settings, and recommended solutions to restore proper device functionality.
• Assessed customer-reported issues by asking targeted questions, identifying potential causes, and providing appropriate technical resolutions.
• Created and sent detailed email instructions with step-by-step troubleshooting procedures to help customers resolve device-related concerns independently.
• Documented customer interactions, technical issues, troubleshooting steps, and resolutions accurately in the support system.
• Communicated complex technical information clearly and professionally to customers with varying levels of technical knowledge.
• Demonstrated strong problem-solving, active listening, communication, technical troubleshooting, and customer service skills while maintaining a customer-focused approach.
• Followed established technical support procedures and account guidelines to ensure consistent and accurate resolutions.

Customer Service Representative | Teleperformance – Financial Account

• Handled high-volume inbound calls from customers regarding credit card accounts, billing inquiries, and financial transactions.
• Assisted customers with credit card statement inquiries, including reviewing charges, balances, and transaction details.
• Processed credit card payments accurately while following established financial procedures and security protocols.
• Filed and processed billing and transaction disputes, gathering necessary information and documenting customer concerns.
• Retrieved and provided transaction history to customers while ensuring accuracy and compliance with account verification procedures.
• Resolved customer concerns efficiently by providing accurate information and appropriate solutions based on account policies and procedures.
• Maintained detailed and accurate documentation of customer interactions, transactions, and account-related requests.
• Demonstrated strong communication, problem-solving, active listening, and customer service skills while handling sensitive financial information.
• Consistently maintained professionalism, accuracy, and attention to detail when assisting customers with financial account concerns.