Customer Support Agent

• Nov 2022 - Present

Microsoft Technical Expert

• Aug 2020 - Nov 2022

Providing technical responses via chat and remote assistance to customers issue related to hardware or software with Microsoft. Giving out suggestions on how to improve devices performance. Assisting customers via quick assist or remote desktop to troubleshoot their devices. Providing technical responses via chat and remote assistance to customers issue related to hardware or software with Microsoft. Giving out suggestions on how to improve devices performance. Assisting customers via quick assist or remote desktop to troubleshoot their devices.

Microsoft Xbox Expert

• Mar 2020 - Jul 2020

- Responsible in answer chat inquiries related to purchasing, downloads, game and account issues, basic to advance troubleshooting. - Providing suggestions and opinions to the customer on how to fix the issue - Provide good customer service to make it a wonderful and satisfying experience for them - Update dashboard if there were any outages reported from the servers - Responsible in answer chat inquiries related to purchasing, downloads, game and account issues, basic to advance troubleshooting. - Providing suggestions and opinions to the customer on how to fix the issue - Provide good customer service to make it a wonderful and satisfying experience for them - Update dashboard if there were any outages reported from the servers

Customer Service Representative

• Sep 2018 - Aug 2019

• Responsible for handling inbound calls and taking orders for US retail campaigns, and guest/customer service. • Reviewing and explaining charges, bills, or guest invoices. • Troubleshooting application issues. • Engage in daily activities like client meetings and follow-ups. • Responsible for handling inbound calls and taking orders for US retail campaigns, and guest/customer service. • Reviewing and explaining charges, bills, or guest invoices. • Troubleshooting application issues. • Engage in daily activities like client meetings and follow-ups.

Content Moderator

• Apr 2017 - Aug 2018

• Approving content before getting it live on the website. The content may be a blog post, video or audio • Creating reports through Zendesk, JIRA, Salesforce and other client-provided applications or tools • evaluates the submitted content to be in line with the content requirements and standards • Act as the medium of communication between the Business and content creators tasked to moderate content according to the client’s requirement • Approving content before getting it live on the website. The content may be a blog post, video or audio • Creating reports through Zendesk, JIRA, Salesforce and other client-provided applications or tools • evaluates the submitted content to be in line with the content requirements and standards • Act as the medium of communication between the Business and content creators tasked to moderate content according to the client’s requirement

Personal Computer Technician

• Dec 2013 - Apr 2017

• Responsible for troubleshooting computer and network issues • Review system bugs and glitches for certain software applications. • Responsible for PC assembly as per customer’s request • Doing audit for monthly income • Engage in daily activities like maintenance of the computer shop, monitoring of stocks, and many more • Responsible for troubleshooting computer and network issues • Review system bugs and glitches for certain software applications. • Responsible for PC assembly as per customer’s request • Doing audit for monthly income • Engage in daily activities like maintenance of the computer shop, monitoring of stocks, and many more

Data Management Analyst/ Payroll advisor

• May 2012 - Dec 2013

• Responsible for handling process tickets for various clients. • Review system bugs and glitches for certain software applications. • Creating payroll inputs using MS Excel and other client-provided applications. (SAP, Ramco ESS, Euhreka.) • Processing payroll twice a month for Malaysian bank Berhad. • Engage in daily activities like client meetings and bank file follow-ups. • Responsible for handling process tickets for various clients. • Review system bugs and glitches for certain software applications. • Creating payroll inputs using MS Excel and other client-provided applications. (SAP, Ramco ESS, Euhreka.) • Processing payroll twice a month for Malaysian bank Berhad. • Engage in daily activities like client meetings and bank file follow-ups.

Technical Support Representative

• Nov 2011 - Apr 2012

• Provides assistance to the client in troubleshooting, diagnosis, and game walkthrough. • Wants to delight customers above and beyond the call of duty. • Is able to suggest improvements to the various communications by the company, (e.g. FAQ and Website). • Has a pleasant and friendly style. • Is willing to build a long-term relationship with the client by providing clarification in every task, project, and engagement assigned. • Provides assistance to the client in troubleshooting, diagnosis, and game walkthrough. • Wants to delight customers above and beyond the call of duty. • Is able to suggest improvements to the various communications by the company, (e.g. FAQ and Website). • Has a pleasant and friendly style. • Is willing to build a long-term relationship with the client by providing clarification in every task, project, and engagement assigned.

Technical Support Professional

• Nov 2010 - Nov 2011

• Guide customers on the installation of their devices either wireless or wired option. • Follow up on the progress of the issue until closure with customer satisfaction. • Required to escalate the technical issues shall you not be able to resolve the matter. • Role acts as the direct interface to customer and customer of the support service, handling incidents, managing problems, and analysis of service performance. • Provide assistance to customer using remote access if requested. • Guide customers on the installation of their devices either wireless or wired option. • Follow up on the progress of the issue until closure with customer satisfaction. • Required to escalate the technical issues shall you not be able to resolve the matter. • Role acts as the direct interface to customer and customer of the support service, handling incidents, managing problems, and analysis of service performance. • Provide assistance to customer using remote access if requested.

Back Office Specialist

• Nov 2009 - Oct 2010

• Provides assistance in creating contracts with Microsoft clients • Creating tasks and projects for specific clients • Is able to suggest improvements to the various communications by the company, (e.g. FAQ and Website). • Has a pleasant and friendly style. • Is willing to build a long-term relationship with the client by providing clarification in every task, project, and engagement assigned. • Provides assistance in creating contracts with Microsoft clients • Creating tasks and projects for specific clients • Is able to suggest improvements to the various communications by the company, (e.g. FAQ and Website). • Has a pleasant and friendly style. • Is willing to build a long-term relationship with the client by providing clarification in every task, project, and engagement assigned.

Customer Service Representative

• Aug 2007 - Jul 2008

• Handle customer service via inbound and outbound calls. • Gives out feedback reports to immediate supervisor. • Setting goals and ensuring fulfillment of customers' concerns in order to make a good sale and resolve the customer’s issue for calling and applying the “First call resolution.” • Handle customer service via inbound and outbound calls. • Gives out feedback reports to immediate supervisor. • Setting goals and ensuring fulfillment of customers' concerns in order to make a good sale and resolve the customer’s issue for calling and applying the “First call resolution.”

Retail Stock Clerk

• Nov 2004 - Nov 2006

• Replenish stocks in the selling area • Maintaining cleanliness, organized and easy-to-access stockroom • Handling deliveries and monitoring inventories of stocks • Responsible for visual display in a boutique • Handling sales in the selling area in cases that high volume of customers arise • Gives out feedback report to immediate supervisor • Setting goals and ensuring fulfillment of customers' concerns in order to make a good sale • Handling POS in absence of cashiers • Replenish stocks in the selling area • Maintaining cleanliness, organized and easy-to-access stockroom • Handling deliveries and monitoring inventories of stocks • Responsible for visual display in a boutique • Handling sales in the selling area in cases that high volume of customers arise • Gives out feedback report to immediate supervisor • Setting goals and ensuring fulfillment of customers' concerns in order to make a good sale • Handling POS in absence of cashiers