Experience

ITD Cloud, Inc.

• United States
• Telecommunications
• 1 - 100 Employee

• Training Specialist

  • Aug 2019 - Sep 2019

  Founded in Boston Massachusetts in 2005, ITD Solutions is a leading cloud, data and telecom agency, serving companies of all sizes all across the globe. We specialize in finding the right cloud and telecom service providers that most closely match your company’s exact needs. We also help negotiate the lowest possible pricing that is typically less than if you were to go directly to the providers. ITD Solutions can connect you with the best service providers in the industry. We’ll take care of… Show more Founded in Boston Massachusetts in 2005, ITD Solutions is a leading cloud, data and telecom agency, serving companies of all sizes all across the globe. We specialize in finding the right cloud and telecom service providers that most closely match your company’s exact needs. We also help negotiate the lowest possible pricing that is typically less than if you were to go directly to the providers. ITD Solutions can connect you with the best service providers in the industry. We’ll take care of all the research, coordination, and implementation so you don’t have to. Leave the hard work to us. We’ve built long-term relationships with the world’s leading data, telecom, and cloud solutions providers, and we’ll leverage those connections on your behalf. And since we dedicate an Account Manager just for your project, we can customize full-service data, telecom, and cloud solutions that target your specific business needs with precision. Your ITD Solutions Account Manager will ensure that you get the lowest overall pricing in today’s marketplace while maximizing your service platform at the same time. ITD Solutions represents all the carriers unbiasedly. Our job is to make sure your company is always on the best billing and service platform. At ITD we take pride in servicing your account as a single point of contact for multiple carriers. Show less



[24]7.ai

• United States
• Software Development
• 700 & Above Employee

• Technical Support Representative / Training Specialist

  • Nov 2013 - May 2019

  NCR - National Capital Region, Philippines 24[7] Customer Inc - 2013 until 2019 TimeWarner Cable - (Tech Support Tier 2) Manila Philippines • Provide tech support assistance on Cable Internet subscriptions • Promoted as a Mentor on Duty which: 1. Support Agents through Chat providing them with steps, guidelines, and information coming from the knowledge base system. 2. Generate reports that include VOC, Site Stats, and other deliverables to client and the management 3. Provide learning materials, create Job Aids and… Show more 24[7] Customer Inc - 2013 until 2019 TimeWarner Cable - (Tech Support Tier 2) Manila Philippines • Provide tech support assistance on Cable Internet subscriptions • Promoted as a Mentor on Duty which: 1. Support Agents through Chat providing them with steps, guidelines, and information coming from the knowledge base system. 2. Generate reports that include VOC, Site Stats, and other deliverables to client and the management 3. Provide learning materials, create Job Aids and conduct training for agents to improve site stats and personal KPIs. 4. Performs call monitoring and provide feedback, track performance and analyze quality reports for Ops review. Kohls • Trainer Position for peak season 1. Train new peak associates on a tight schedule making sure that they are equipped with all of the knowledge needed for the account. 2. Provide/create learning materials and job aids making associates life easier. • IRD – Internal Resource Desk 1. Provide guidance, best practices and wealth of knowledge and support to agents. 2. Performs call monitoring to assess an agent’s customer service performance with compliance to LOB standards. Provide constructive feedback and identify the agent’s needs for further development. Show less



VXI Global Solutions, LLC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support Specialist

  • Sep 2012 - Nov 2013

  NCR - National Capital Region, Philippines AT&T UVERSE – (Tech Support Tier 3) Manila Philippines • Provide technical support assistance for Fiber Optic and Regular products. Markets include the 22 states in the US. • We deal with High-Speed Internet, Voice Over IP and TV Over IP connections making sure that they have a reliable feed/signal and satisfied service



ibex. Pakistan

• Pakistan
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Inbound Sales Representative

  • May 2011 - Sep 2011

  NCR - National Capital Region, Philippines AT&T SE – (Customer Service Support and Inbound Sales) Manila Philippines • Handle AT&T customers that are located in the SE region or 13 states. This part of the company deals only with the regular subscription/connection for DSL, Phone and Satellite TV. • Assist customers on billing concerns and sell ATT products and subscription.



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative

  • Feb 2008 - Apr 2011

  NCR - National Capital Region, Philippines Mass Media Insurance Group – (Outbound Sales Representative) Manila Philippines • A company associated with the AIG Company in the US that underwrites Insurance policies and cater a wide range of life and death insurances. • Research and target customers of bank and consumer that already have insurance policies since the campaign deals with supplementary insurance call them and offer products such as life and death supplementary insurance policies T-Mobile UK – (Customer Service… Show more Mass Media Insurance Group – (Outbound Sales Representative) Manila Philippines • A company associated with the AIG Company in the US that underwrites Insurance policies and cater a wide range of life and death insurances. • Research and target customers of bank and consumer that already have insurance policies since the campaign deals with supplementary insurance call them and offer products such as life and death supplementary insurance policies T-Mobile UK – (Customer Service Support and Inbound Sales) Manila Philippines • Deals mainly on the billing and sales operation of the business. • We cater prepaid and postpaid accounts only making sure that they have the products that they need and provide customer satisfaction Digital River US – (Tech, Order and Email Support) Manila Philippines • Company that caters the online site for Microsoft products. • Manage every order online, provide support for lost credentials, troubleshoot product installation, order management and analyze and respond to emails. • Manage agents on a daily basis providing knowledge base information and escalation. Virgin Mobile UK – (Customer Service Support and Inbound Sales) Manila Philippines • Virtual Network provider in UK that rides on T-Mobile. • Same as T-Mobile we deal with billing sales and upgrades on customers account. Process sales and offer upgrades to those that are eligible after the contract. Show less