Summary
Skills
Work History
Education
Accomplishments
Training
Overview
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Wyeth Agtarap

Wyeth Agtarap

Service Desk Coordinator
Bacoor City

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service. Professional Data Entry leader with strong organizational skills and teamwork acumen. Provides superior guidance and service to employees. Well-versed in process improvements, delegating and monitoring performance metrics.

Skills

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Work History

Service Desk Data Entry Coordinator

Upwork - Freelancer (Client: Lowry Solutions)
Brighton. Michigan
09.2020 - Current
  • Field incoming support requests via e-mail in courteous and professional manner
  • Compiled and sorted information to prepare source data for computer entry.
  • Tested customer and account system changes and upgrades with new data input and review.
  • Prioritize and schedule support requests
  • Document customer information and nature of problem or issue
  • Build rapport and elicit problem details from customers
  • Record, track, and document per help desk problem-solving process, including all decisions made, and actions taken, through to final resolution
  • Perform post-resolution follow-up and document customer acceptance of resolution
  • Close request
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems
  • Escalate problems when required to other Level technical support
  • Coordinate efforts with other teams and teammates to resolve issues quickly
  • Actively participate in business meetings and suggest changes in software support processes based on observations
  • Assist with testing of new software releases and report issues as needed
  • Perform other related duties as required
  • Doing billing task before 3rd party will send invoice.
  • Participated in weekly conference calls with management to discuss department updates and strategies.

Messaging Expert (Mobile and Fixed) – Billing and Retention

24/7ai
Makati City
03.2019 - 08.2020
  • Assist customer on their billing inquiry, updating their payment details, updating information on system via chat
  • Assisting customer on some basic trouble shooting in comes with their internet connection
  • Assist customer in regards with order tracking inquiry
  • Analyze customer feedbacks and negotiate with customer to ensure customer retention
  • Save customer that would like to cancel their contract or subscription
  • Provide excellent customer services and ensure customer satisfaction
  • Build positive working relationships with customers for repeat business
  • Retaining existing customer and attaining new sales.
  • Tracked key performance indicators to measure success of campaigns.
  • Generated reports to support development and implementation of marketing plans.

Customer Service Representative

TPG TELCOM
Ortigas City
08.2017 - 01.2018
  • Answer phone calls professionally
  • Assist customer on their billing inquiry, updating their payment details, updating information on system
  • Assisting customer on some basic trouble shooting in comes with their internet connection.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Credit Analyst – MIR Specialist

ALLIANCE SERVICE CENTRE LIMITED (MORTGAGE EZY)
Ortigas City
06.2016 - 06.2017
  • Provide support to various areas of business in administration and processing of loan applications by action various tasks to ensure timely processing
  • Assist in undertaking of employment checks for home loan applications
  • Action various jobs from company's workflow system when required, in priority order, and make appropriate history comments as necessary
  • Action incoming faxes, emails and documents as when required, including loading any new loan applications in system.
  • Assessed credit risk and analyzed financial statements.
  • Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
  • Gathered loan documentation for underwriting.

Sales Support Representative - Licensing Specialist

INGRAM MICRO BPO Ltd.
Taguig City
08.2012 - 05.2016
  • Providing sales and customer support related to VMware and Veeam Licensing
  • Do quotations for licenses and collaborate closely to corporate and global marketing to communicate important and urgent information as it relates to VMware and Veeam solutions, licensing, pricing and industry news
  • Develop and maintaining high level of expertise in licensed products, license programs and policies.
  • Initiated communications with sales leads via phone call and electronic mediums, providing information on promotions and approved special offers.
  • Created and processed orders and reviewed pending orders to verify adherence to fulfillment schedule.
  • Performed data entry for sales figures, metrics and other customer data.
  • Collaborated with vendor development and support staff to resolve various issues impacting sales activities.

Data Analyst

ACCENTURE INC.
Mandaluyong City
05.2011 - 05.2012
  • Responsible for reviewing and analyzing application form for Healthcare Account before entering it on system.
  • Responsible for end to end transaction processing
  • Handles issue resolution to ensure department and customer needs are met
  • Assist with special projects as needed.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.

Education

Bachelor of Science - Business Administration Major in Financial Mgmt

University of Caloocan City
Caloocan City
04.2011 - 01.2011

Accomplishments

  • Top Performer/Processor for 3 consecutive months in Accenture.
  • Received a Certificate of Recognition for my contribution on the success of Ingram Micro Australia on winning a VMware Partner Network Award.
  • Top Quoter for the month of September 2014 in Ingram Micro Inc.
  • Top Sorter for the last quarter of Year 2015.
  • Consistently hitting the target for the score card every month at 24/7 ai.

Training

  • 2010-10-18, HOW TO MAKE FEASIBILITY SEMINAR, Victory Central Mall, Caloocan City
  • 2010-08-23, YOUNG ENTREPRENUER’S SPONSORSHIP PROGRAM, Victory Central Mall, Caloocan City
  • 2010-08-09, TEAMBUILDING FOR FINANCIAL EXECUTIVE, Eco Park, Fairview
  • 2010-07-21, THESIS WRITING SEMINAR, Bahayng Alumni, UP Diliman
  • 2010-02-24, PAG-IBIG HOUSING FUNDS SEMINAR

Overview

13
13
years of professional experience

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Wyeth AgtarapService Desk Coordinator