Jaycel Joy Jaranilla
Dubai
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Experienced and skillful Inbound Customer Service Agent providing high quality service to callers, working address and meet all needs. Excellent time management skills combined with a superior knowledge of the customer service industry
Overview
3
3
years of professional experience
Work History
Technical Support Representative
Teleperformance
04.2023 - 01.2024
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Answering customer inquiries and resolving issues in a professional and timely manner.
- Providing customer support via phone, email, or chat according to the company’s standard operating procedures.
- Demonstrating a strong knowledge of the company’s products/services to effectively assist customers.
- Troubleshooting technical issues and providing appropriate solutions to customers.
- Processing and resolving customer complaints or escalation requests within the defined timeframe.
- Following up with customers to ensure satisfactory resolution of issues or outstanding queries.
- Collaborating with other teams, such as Sales or Technical Support, to resolve complex customer issues.
- Contributing to the team’s performance by achieving individual key performance indicators (KPIs) and targets.
- Participating in ongoing training and skill development programs to enhance customer service skills and product knowledge
- Staying up-to-date with industry trends and product knowledge to provide accurate and relevant information to customers.
- Assisting in special projects or initiatives assigned by supervisors or team leaders.
Email Support Representative
Concentrix
05.2021 - 04.2023
- Provided technical support for end-users and resolved escalated technical issues
- Provided customer support via email and chat, resolving issues within X hours
- Actively listen to customers to understand their issues or concerns
- Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue
- Follow-up on customers to ensure their issues are completely resolved
- Collaborate with different teams and departments to gather information, evaluate potential solutions, and determine appropriate actions to resolve escalations.
- Follow established escalation processes and guidelines to ensure proper handling of customer issues.
Education
Bachelor of Science - Business Administration
Phinma - Cagayan De Oro College
Cagayan De Oro City11.2023
Skills
- Excellent Communication
- Customer Service
- Typing Speed
- Network Diagnostics
- Technical Support
Timeline
Technical Support Representative
Teleperformance
04.2023 - 01.2024
Email Support Representative
Concentrix
05.2021 - 04.2023
Bachelor of Science - Business Administration
Phinma - Cagayan De Oro College
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