Winnilyn Madali
L1 Technical Support Advocate
Antipolo City
Summary
Experienced with troubleshooting wide range of technical issues. Utilizes effective communication to guide users through problem resolution. Knowledge of customer service principles and technical support tools.
Overview
15
15
years of professional experience
Work History
L1 Technical Support Advocate
Zendesk Inc.
07.2021 - Current
- Managed 30+ complex technical tickets weekly via email and messaging for a multi-product portfolio, consistently meeting CSAT benchmarks through precision troubleshooting and rapid response.
- Contributed to the continuous improvement of support processes through regular feedback sessions and process evaluations.
- Balanced competing priorities effectively, managing multiple open cases simultaneously while maintaining attention to detail and a commitment to quality service delivery.
- Participated in ongoing training programs to enhance technical expertise and maintain up-to-date knowledge of current products and services.
Technical Support Advisor
Concentrix
08.2018 - 12.2020
- Managed a queue of 50+ tickets per week, delivering rapid Tier 1 support for Apple hardware; specialized in troubleshooting Mac system performance, AirPods connectivity, and Apple Watch synchronization.
- Handling Tier 2 escalations calls for iOS issues.
Customer Service Advisor
The Results Company
11.2015 - 07.2017
- Trained for Sprint Postpaid and took call for 7 months, Certified Mentor at Learning Lab Grad School for 2 years, trained for CTRW (Coaching the Results Way) and Sprint Support Guidelines
- Managed escalated calls, diffusing tense situations and negotiating resolutions.
Technical Support Advisor
The Results Company
08.2012 - 11.2015
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Navigated 50+ weekly technical calls, utilizing active listening and empathy to de-escalate high-pressure situations while delivering accurate technical solutions for mobile issue.
Customer Service Advisor
NCO Group
10.2010 - 01.2011
- trained for www.amazon.com online shopping, tier 1 technical support for kindle devices (kindle Gen 1,2,Kindle Keyboard, Kindle, Kindle touch, Kindle fire)
Education
Bachelor of Science - Computer Engineering
Asian College of Science and Technology
Cubao Quezon City01.2009
High School -
Jose P. Laurel Sr. High School
Quezon City01.2002
Elementary School -
Camp Aguinaldo Elementary School
Murphy, Cubao Quezon City01.1998
Skills
Verbal and written communication
Teamwork and collaboration
Email Troubleshooting
Basic Support SDK
Basic Data dog analysis
Continuous improvement
Timeline
L1 Technical Support Advocate
Zendesk Inc.
07.2021 - Current
Technical Support Advisor
Concentrix
08.2018 - 12.2020
Customer Service Advisor
The Results Company
11.2015 - 07.2017
Technical Support Advisor
The Results Company
08.2012 - 11.2015
Customer Service Advisor
NCO Group
10.2010 - 01.2011
Bachelor of Science - Computer Engineering
Asian College of Science and Technology
High School -
Jose P. Laurel Sr. High School
Elementary School -
Camp Aguinaldo Elementary School
Disclaimer
I hereby attest that the above information are true and correct to the best of my knowledge.