ο»ΏAlexun Yasmine Dalimocon
π 221 Blk 7 Mansanas St. West Rembo, Taguig, 1644
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Professional Summary
Customer Support, Technical Support, and Virtual Assistant professional with nearly 10 years of experience in inbound/outbound calls, email, and chat support. Adept at troubleshooting, client relations, and administrative assistance. Strong communication, problem-solving, and multitasking skills. Committed to long-term remote work to balance career and family priorities.
Skills & Competencies
β Customer Service Excellence
β Technical Support & Troubleshooting
β Service Desk Chat & Email Support
β CRM & Microsoft Office Suite
β Web-Based Authorization Documentation
β Multitasking Administrative Assistance
β Data Entry
β Basic Graphic Design
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Work Experience
Sr. Systems Engineer (SME)
Pacific Life β Service Desk
Cognizant Technology Solutions | Sept 2024 β Present
Resolved account access, software, and hardware issues through phone, chat, and email.
Provided technical support and remote troubleshooting for clients.
Managed support tickets via ServiceNow for efficient resolution.
Documented inquiries and ensured prompt follow-ups.
Process Specialist (SME)
Medtronic Diabetes
Cognizant Technology Solutions | Sept 2019 - Aug 2024
Back-office Support: Managed end-to-end order processing for patients, verifying insurance and documentation.
Outbound Sales: Conducted outbound calls to offer replenishment of medical supplies.
Prior-Authorization: initiated authorization request thru portals, website, and over the phone.
Escalation Management β Handled escalation efficiently, providing real-time support and ensuring quick resolution of complex issues.
Reporting & Data Analysis: Produced Detailed reports on team performance, customer satisfaction, and issue resolution. Utilized data- driven insights to drive process improvements and enhance service delivery.
Customer Focus: Maintained a customer-centric approach, ensuring all interactions were handled with empathy and professionalism. Strived to exceed customer expectation and fostered a positive customer experience.
Customer Support for Order Management: Managed customer support for supply order management. Assisted patients with order inquiries, order tracking, order placement.
General Virtual Assistant
Mr. Right Now | April 2020 β Oct 2023
Managing Emails, Calendars, and Appointments.
Handling data entry and file organization.
Assisting with customer inquiries and Support.
Assisting with content creation and email campaigns.
Technical Support Representative
Google Playstore
Sykes Asia | Jan 2019 - Sept 2019
Blended & Multi-Channel Support: Provided frontline technical support for Google Playstore and Order Management in the United States (US), Asia Pacific (APAC), Great Britain (GB) via phone, chat, and email.
Customer Support Excellence: Managed customer inquiries and issues related to Google Play Store maintaining high service levels and customer satisfaction. Delivered exceptional customer service through empathy and professionalism.
Fraud & Refund: Investigating fraudulent activities reported by the customer and processing refunds.
Giftcards: Assisted customers with their Google gift card redemption issues.
Billing: Managed account and billing concerns efficiently
Technical Support & Customer Service Representative
Google Playstore, Google Wallet, Pixel, Gmail, Google Store
Concentrix | Jan 2017 - Jan 2019
Blended & Multi-Channel Support: Provided frontline technical support for Google Play Store, Google Wallet, Pixel, Gmail, and Order Management (worldwide support) via Phone, Chat, and Email.
Customer Support Excellence: Managed customer inquiries and issues related to Pixel devices, Google Play Store, Google Wallet and Order Management, maintaining high service levels and customer satisfaction. Delivered exceptional customer service through empathy and professionalism.
Technical Assistance: Assisted Customers with technical issues related to Google Pixel devices, Google Play Store, and Google Wallet, providing troubleshooting and resolution to ensure seamless user experiences.
Order Management: Managed customer inquiries related to order tracking, payment issues and refunds. Ensured timely and accurate resolution of order-related issues, maintaining high customer satisfaction.
Customer/Sales Representative
Aol
Telus International | April 2016 - Jan 2017
Assisted users with email concerns and technical troubleshooting.
Upsold account upgrades through proactive engagement.
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Software & Tools
Salesforce| ServiceNow| Five9| Cisco Finesse| Avaya| Zoom| Teams| GE Centricity| SAP| Compass| RightFax| Parachute Health|Availity| AWS Connect| Microsoft Office| Canva| Adobe Photoshop
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Education
BS Cruise line Operations (Hotel Services Major)
Lyceum of the Philippines University |-
References
Revo Montellano
Director of Operations | Mr. Right LLC
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Mark Jayson Altamira
Team Manager | Cognizant Technology Solutions
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Leonard Rodriguez
Team Leader | Cognizant Technology Solutions
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