ZAYZZA CLARISH A. RAMOS
Tanza
Summary
Technical support professional with proven background in resolving complex technical issues and providing excellent customer service. Known for strong team collaboration and adaptability in dynamic environments. Skilled in troubleshooting and customer relationship management.
Overview
10
10
years of professional experience
8
8
Certifications
2
2
Languages
Work History
Technical Support Representative
FACEBOOK META REALITY LAB
09.2020 - Current
- Delivered Tier 3 technical support via email for account and device-related issues.
- Troubleshoot hardware, software, and connectivity problems across VR headsets, smart display devices, and wearable technology.
- Guided customers through diagnostics, account recovery, and device setup, improving first-contact resolution and customer satisfaction.
- Collaborated with cross-functional teams to escalate complex cases and ensure timely resolution.
Technical Support Representative
MICROSOFT X-BOX
09.2018 - 10.2019
- Provided technical and account support for Xbox users under Microsoft through inbound voice, chat, and email channels.
- Diagnosed and resolved issues related to account access, subscriptions, connectivity, console setup, and performance.
- Documented cases accurately, followed security and verification protocols, and escalated complex technical issues appropriately.
- Demonstrated strong communication, problem-solving, and multitasking skills in a fast-paced support environment.
Customer Support Representative
SPRINT Telecommunications
05.2016 - 07.2017
- Provided high-quality customer support by resolving account inquiries, updating personal information, explaining billing statements, and assisting with plan changes.
- Troubleshoot device and service issues, delivering clear step-by-step guidance to ensure first-contact resolution and customer satisfaction.
- Managed high-volume phone and chat interactions while maintaining professionalism, empathy, and accuracy.
- Used CRM and customer analytics systems to review account history, document interactions, and identify retention opportunities.
- Processed orders, service activations, and account updates in compliance with company policies and quality standards.
- Consistently met or exceeded performance metrics for response time, resolution rate, and customer experience scores.
Education
Bachelor of Science - Business Management
STI COLLEGE
Bacoor03-2016
Skills
Technical Support
Certification
Certificate of TVET Program TESDA REGISTRATION May 2018
Interests
Traveling, Watching Series
Timeline
Technical Support Representative
FACEBOOK META REALITY LAB
09.2020 - Current
Technical Support Representative
MICROSOFT X-BOX
09.2018 - 10.2019
Customer Support Representative
SPRINT Telecommunications
05.2016 - 07.2017
Bachelor of Science - Business Management
STI COLLEGE