mareyes123

SUMMARY OF QUALIFICATIONS Highly computer and computer networking savvy, can troubleshoot technical problems and a fast learner. Capable of working under minimum supervision and work under pressure. Undergone Performance Management and Managing the Metrics Seminar-training. Typing speed is 24,000 keystrokes per hour. PROFESSIONAL PROFILE: Operations Supervisor, (D-Link) Alorica Philippines March 2006 to Present • Improves customer satisfaction and acts proactively by providing instant feedback to the agents regarding the technical troubleshooting techniques and communication skills. • Provides feedback and recommendations for campaign process improvements and to facilitate team improvements in call quality • Prepares and analyzes internal reports and external product update to improve team performance and quality. • Handles data gathering and data reports • Uses quality monitoring data management system to compile and track performance at individual level. • Coordinates and facilitates call calibration sessions with the client for standardization • Conducting final interview for job applicants. Tier 2 Technical Support Representative, (D-Link) Alorica Philippines September 2005 to March 2006 • Provides advance technical and customer service support for D-Link customer via telephone conversation, using appropriate probing questions to assess the customer circumstances. • Offers clear and concise instructions. • Provides solutions to customer inquiries • Log all customer calls Tier 1 Technical Support Representative, (D-Link) Alorica Philippines April 2005 to November 2005 • Provides technical and customer service support for D-Link products via telephone, using appropriate questioning techniques to assess customer circumstances. • Offers clear and concise instructions • Provides solutions for customer inquiries • Documents call notes thoroughly & accurately • Full participation as a team member of Technical Support Tier 1 Technical Support Representative, (Gateway Desktop) Alorica Philippines October 2004 to April 2005 • Responsible for providing telephone support to Gateway computer customers on the maintenance and operation of Gateway products • Assists customers by determining system problems and providing resolutions on technical or service difficulties. • Responsible for customer satisfaction by handling customer problems and performing assigned functions according to standardized policies and procedures. • Uses troubleshooting techniques to identify technical issues and follow guidelines to assist customers in the resolution • Logs all customer calls Field Engineer, Basic Internet and Computer System September 2003 to May 2004 • Tasked to do field service to local and foreign customers regarding Internet connection issues, email issues and Internet account installation. This includes analyzing contracts and carrying out instructions according to requirements, coordinating with the client on the status of the contract and performs according to the productivity and quality standards set. EDUCATION: Vocational, Computer System and Network Technology, (1st Honorable Mention), AMA Computer Learning Center, City of San Fernando, La Union Tertiary, Bachelor of Science in Business Administration, (Management), New Era University, Central Avenue, Diliman, Quezon City Secondary, New Era University, Central Avenue, Diliman, Quezon City (Accelerated to Tertiary level) Primary, Our Lady of Lourdes School of Novaliches, Nightingale Street, Zabarte Subdivision, Novaliches, Quezon City, 1993 COMPUTER / TECHNICAL SKILLS: Operating Systems: MSDOS, Windows 95/98/ME/2000/XP Home and Professional/Vista/ MAC OS/Linux Softwares: MS Office (Word, Excel, PowerPoint, Outlook), WordPerfect, Adobe Photoshop Hardware: PC Minor Troubleshooting and Assembling PCs, printers and network troubleshooting SPECIAL SKILLS: Typing, Filing, Analyses EXAMINATION(S) TAKEN: Civil Service Eligibility (Sub-Professional Level) TESDA accreditation PERSONAL BACKGROUND: Date of Birth: May 10, 1979 Place of Birth: Quezon City Civil Status: Single Religion: Iglesia Ni Cristo Gender: Male SSS: 01-1250772-1 TIN: 930-915-438