Andrew Roldan Canque

ANDREW ROLDAN CANQUE PROFESSIONAL SUMMARY-- San Fernando, Province Of Cebu, Philippines 6018 Professional technical advisor with strong foundation in troubleshooting, customer support, and technical communication. Proven track record in resolving complex issues efficiently while maintaining high standards and ensuring customer satisfaction. Excellent at collaborating with team members and adapting to changing needs to deliver impactful results. Skilled in both hardware and software support, adept at problem-solving, and focused on continuous improvement. SKILLS • Networking fundamentals • Hardware diagnostics • Software support • MacOS support • Customer Experience (CX) • Active Listening & Effective EDUCATION • Problem-Solving & Critical • Conflict Resolution & Patience Hardware Servicing And Programming, Computer Science Datamex Institute of Computer Technology, Cebu City, Province Of Cebu, Philippines March 2011 • Empathy & Emotional Intelligence • Technical Proficiency (CRM, • Time Management & Multitasking • Product & Service Knowledge Bold Profile Management Thinking Helpdesk Software, Chat Support, etc.) Communication WORK HISTORY August 2024 - March 2025 TDCX PH - Apple Technical Advisor, Cebu City, Province Of Cebu, Philippines • Improved first-call resolution rates through effective troubleshooting and problem-solving techniques. • Cultivated a positive work environment by actively participating in team- building activities, sharing knowledge, and providing constructive feedback to peers. • Established rapport with clients by actively listening to concerns and promptly addressing any questions or issues they raised. • Resolved complex technical issues by utilizing diagnostic tools and collaborating with cross-functional teams. October 2021 - October 2023 Newfold Digital Philippines - Customer Retention and Complaints Specialist, Cebu City, Province Of Cebu, Philippines • Followed all company policies and procedures to deliver quality work. • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution. • Collaborated with cross-functional teams to achieve project goals on time and within budget. • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance. May 2019 - October 2021 Qualfon Philippines Inc. - Corporate Agent, Cebu City, Province Of Cebu, Philippines • Informed clients of policies and procedures. • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency. • De-escalated and resolved customer complaints with punctual, polite and professional service. • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions. December 2017 - April 2019 Consolidated Contractors Company, CCC - Clerk Data Entry and Precommisioning Inspector, Jazan, Kingdom Of Saudi Arabia • Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment. • Reduced errors in data entry by carefully inputting information into computer systems with attention to detail. • Improved customer satisfaction by promptly answering inquiries and providing accurate information. • Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary. April 2016 - September 2017 DILG Region 7 - Area Supervisor CBMS Project, San Fernando, Province Of Cebu, Philippines • Provided ongoing coaching to staff members, promoting skill development and career progression. • Oversaw daily operations to ensure adherence to company policies and procedures, maintaining consistency across all locations. • Resolved conflicts between employees by mediating discussions that led to mutually beneficial outcomes. • Reduced employee turnover by fostering a positive work environment and providing opportunities for professional growth. January 2016 - July 2016 Smartmatic - PCOS Technician, Cebu City, Province Of Cebu, Philippines • Maintained a safe work environment by strictly adhering to established safety protocols and guidelines. • Trained new technicians on standard operating procedures, ensuring consistency across the team. • Performed troubleshooting and diagnosis on malfunctioning equipment. • Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail. February 2015 - December 2015 DSWD Region 7 - Urban Enumerator, Cebu City, Province Of Cebu, Philippines • Managed time effectively while working independently, prioritizing tasks to meet project deadlines consistently. • Increased efficiency in data entry by accurately inputting collected information into the designated database system. • Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose. • Maintained accurate records of completed surveys, contact information, and other relevant data as required by the project scope. February 2013 - December 2013 Mabuhay Fil Cement Philippines - Offshore Monitoring Supervisor, San Fernando, Province Of Cebu, Philippines • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks. • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows. • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions. • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.