Experience

Globibo
• Singapore
• Translation and Localization
• 1 - 100 Employee
• Service Delivery - Project Coordinator

  • Jan 2015 - Present


Scopeworks Asia Inc.

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• IT Helpdesk Analyst

  • 2014 - 2015

  • Identify and resolve technical and end-user problems using Level 1 (E-mail) resolution to ensure user productivity in a customer service oriented, team environment. • Create Service Request Tickets that contain vital information for assessing and troubleshooting the issue lodged by the end-user. • Research, resolve and respond to questions received via phone and email in a timely manner, in accordance with standards. • Escalate problems to appropriate IT staff member based on established guidelines and procedures, or when Level 1 resolution has been performed but that the problem persists thereafter. • Track calls and enter solution data into corporate ticketing system creating a Knowledge Base (KB) for the given problem. • Suggested and successfully implemented improvements to manual activity tracking report and manual ticketing system prior to the introduction of automated systems • Acquire and maintain current knowledge of relevant product offerings and support policies through training and peer interaction to provide technically accurate solutions to customers. • Participate in team projects that enhance the quality or efficiency of help desk service. • Assist in special product-related issues as needed such as hardware upgrades and software installs through phone-call or e-mail Show less


Stellar Philippines Inc
• IT Helpdesk Analyst

  • Apr 2011 - Feb 2014


Convergys

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

• Customer Service Representative

  • Jan 2012 - Jun 2013

  • Support and provide service via phones. • Use questioning and listening skills that support effective telephone communication. • Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects. • Understand the impact of attitude in handling calls professionally • Effectively dealt with job stress, angry callers, and upset customers • Apply the proper telephone etiquette to satisfy various customer situations. • Apply appropriate actions to effectively control a telephone call. Show less


SP English Inc
• United States
• Restaurants
• Part-time Online ESL Instructor

  • Jun 2009 - Dec 2009