Vincent R. Bascon
Floor Support
93 G-U. Alviola Street, Cebu City
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Extremely motivated to constantly develop my skills and grow professionally. Looking to obtain a challenging position where I can widen my scope of knowledge.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Floor Support
TDCX Philippines
10F, HM Tower, W Geonzon St, Cebu City
02.2022 - Current
- Provided support to teams to make sure that resolution provided is in line with policy
- Worked with team lead to make sure that support ambassadors can pass the KPIs month on month
- Familiarize with workflows and updates to make sure that information shared to the support ambassadors are accurate
Customer Experience Specialist
TDCX Philippines
10F, HM Tower, W Geonzon St, Cebu City
08.2020 - 02.2022
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
Technical Support Representative
Sykes
Synergies Bldg, Panagdait Rd, Cebu City
06.2020 - 08.2020
- Provides real-time assistance to customers that are having issues with their internet service
- Schedule technician appointments once all troubleshooting steps are exhausted
Apprentice Trainer
Alorica Philippines
4F Skyrise 4 Bldg, Apas, Cebu City
10.2019 - 02.2020
- Monitored intern progress and adapted trainings to support growth and development.
- Provided product updates for an e-commerce platform account
- Coordinates with team leads and managers to make sure that agents are well versed and calibrated with the process
Technical Support Representative
Alorica Philippines
4F Skyrise 4 Bldg, Apas, Cebu City
09.2018 - 10.2019
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues that are having issues with their cable services
- Used ticketing systems to manage and process support actions and requests ex. technician appointments
- Upsell protection plan to customers who would like their services and third party devices covered in terms of repair and replacement
Education
Bachelor of Science - Civil Engineering
University of San Carlos
Gov. M. Cuenco Avenue, Barangay Talamban, Cebu Cit 06.2013 - 07.2018
Skills
Good communication skills
Ability to work under pressure and multi-task
Proficient in Microsoft Office Programs - Word, Excel, Powerpoint
Good team player
Ability to follow instructions and deliver quality results
Accomplishments
- Consistent one of the top performing support ambassadors month per month
- Endorsed to be one of the SMEs to support the Airventure project where I was a part of a team that assisted Indian support ambassadors for a newly opened site in Teleperformance Mumbai
- Appointed POC from previous center to make sure that my teammates are provided the necessary assistance needed
Timeline
Floor Support
TDCX Philippines
02.2022 - Current
Customer Experience Specialist
TDCX Philippines
08.2020 - 02.2022
Technical Support Representative
Sykes
06.2020 - 08.2020
Apprentice Trainer
Alorica Philippines
10.2019 - 02.2020
Technical Support Representative
Alorica Philippines
09.2018 - 10.2019
Bachelor of Science - Civil Engineering
University of San Carlos
06.2013 - 07.2018