Abner Medrana Alcera Jr.
Santiago,Sto. Tomas, Batangas, Philippines
Mobile No.: -
Email Add:-
Personal Information:
Age: 33
Date of Birth:July 6, 1986
Gender: Male
Civil Status:Married
Height:162.6 cm
Weight:60 kg
Nationality:Filipino
Religion:Iglesia ni Cristo
Permanent Address:#256 Santiago, Sto. Tomas, Batangas
Work Experience:
Company:Microhound
Company Industry:Work from home/Freelancing
Position: Back End Web Developer
Duration: September 2019 – January 2019
Job Description: Tasked to manage certain websites, do SEO tasks for clients and helped build new websites for new clients.
Company:Media Deals / Upwork
Company Industry:Work from home/Freelancing
Position: Customer Support representative.
Duration: April 24, 2019 – November 14, 2019
Department: Outbound Campaign
Job Description: Was tasked to place outbound confirmation calls to new customers signing up on my client’s online business.
Company:TCL Online Services
Company Industry:Call Center / BPO
Position: Technical Support Representative Level 3
Duration: August 2018 – January 2019
Department: TCL North American Region
Job Description: We were the first level of escalation when customers are having problems with their smart TVs and the issue went beyond Level 2 support boundaries. We also are tasked to take Supervisor escalation calls from Level 1 and Level 2 agents.
Company:Asurion
Company Industry:Call Center / BPO
Position: Customer Service Representative
Duration: April 2017 – July 2018
Department: Sprint Mobility
Job Description: Assigned to assist Sprint Mobility US based customers with their general inquiries about their insurance coverage, also in filing their insurance claims for their devices.
Company:Alorica Inc.
Company Industry:Call Center / BPO
Position: Customer Service Representative
Duration: December 2015 – June 2016
Department: MACYs
Job Description: Engaged on taking inbound calls from Macy’s credit card customers, providing adequate answers and resolutions to common customer service concerns such as billing, payment and billing disputes.
Company:Xerox Business Services Philippines, Inc.
Company Industry:IT-Enabled Services / ITO
Position: IT Help Desk Analyst
Duration: July 2014 – August 2015
Department: Air Liquide Gas
Job Description: Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, determines and implements solution.
Company:24/7 Customer Philippines
Company Industry:Call Center / IT-Enabled Services / BPO
Position: Technical Support Rep / National Help Desk
Duration: April 2013 – May 2014
Department: Time Warner Cable
Job Description: Assigned to handle inbound calls from Time Warner Cable customers that are having issues with their internet connectivity, email, security software and other issues. Was also engaged in Sales, offering service upgrades and add on for the services provided.
Company:Alorica Pacific Rim (formerly Advanced Contact Solutions)
Company Industry:Call Center / IT-Enabled Services / BPO
Position: Level 3 Network Specialist / Technical Support Supervisor
Duration: October 2008 – March 2013
Department: Verizon Online
Job Description: Engaged on taking inbound and outbound Supervisory Customer Complaint calls from Verizon Hi-Speed internet customers from the United States, and mostly dealing with troubleshooting networks for internet connections. Also assigned on onboard training and management of newly hired representatives for the entire nesting period.
Educational Attainment:
Education Level:College Level (Undergraduate 3rd year)
Course:Bachelor of Science in Electrical Engineering
School/University:Polytechnic University of the Philippines - Sto. Tomas Campus
Date: Jun 2003 - Mar 2007
SKILLS:
Operation and repair of computers of any operating system. Highly knowledgeable with computer related problems and capable of isolating problems related to critical troubleshooting of computers.
Contact Center qualified, has wide experience in providing support and superior service via phones, e-mails and faxes as a receiver and caller.
Highly trained for handling sales calls and has the ability to provide quality questions to fully determine customer’s situation and buying needs.
Character References:
Marlon Vizconde
Unit Manager for Verizon, Alorica Pacific Rim- /-
Michael Donn Francisco
Team Lead for Sprint Mobility1, Asurion-
Bernadette Panganiban
Senior Trainer at TCL Online Services-
I hereby swear that the above information are entirely true and correct to the best of my knowledge.
Abner M. Alcera Jr.
Applicant