Julie Anne Sampana
Dubai,UAE
Summary
Logical thinker with top problem-solving abilities. Communicates well with non-technical audiences for speedy resolutions. Background in delivering exceptional customer service whilst carrying out maintenance and repairs.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work history
Technical support representative
Acquire BPO
Quezon City, Philippines
2021.10 - 2024.01
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Investigated and diagnosed customer's technical and product queries.
- Assisted wider customer service teams to produce external user guides and internal support tools.
- Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
- Asked customer targeted diagnostic questions for speedy root cause analysis.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
Customer service representative
Alorica
Quezon City, Philippines
2020.03 - 2021.06
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Processed inbound customer calls, providing information on service or product upgrades
Technical support representative
VXI
Quezon City, Philippines
2018.03 - 2020.02
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Anticipated and prevented issues with technical infrastructure to minimise downtime.
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
Customer sales and service agent
Convergys
Quezon City, UAE
2016.11 - 2018.01
- Escalated complex technical issues to appropriate support teams for resolution.
- Conducted proactive follow-ups to guarantee satisfaction and gather feedback for improvement.
- Managed customer expectations by providing realistic timelines for issue resolution.
- Conducted product troubleshooting and diagnostics to enhance the customer experience.
- Responded promptly to customer questions to improve customer loyalty and satisfaction.
- Used CRM systems for seamless communication and information retrieval during interactions.
Education
Bachelor of Technology - Information Systems
The University of Manila
Philippines 2007.06 - 2008.04
Skills
- Salesforce
- ZenDesk
- Customer support needs assessment
- Knowledgeable in Mac systems
- Exceptional telephone etiquette
- Customer service expert
- Technical issues analysis
- Troubleshooting proficiency
- Hardware maintenance
- Desktop support
- Application support
Languages
English
Proficient (C2)
Timeline
Technical support representative
Acquire BPO
2021.10 - 2024.01
Customer service representative
Alorica
2020.03 - 2021.06
Technical support representative
VXI
2018.03 - 2020.02
Customer sales and service agent
Convergys
2016.11 - 2018.01
Bachelor of Technology - Information Systems
The University of Manila
2007.06 - 2008.04