Angelica Dela Vega Gongon-
Lot 8, Block 8, Amaia Escapes, Dagatan, Lipa City
Professional Summary: Technical Support Representative with technical and
troubleshooting repair expertise. Team player who is flexible, reliable and adaptable to
dynamic environments.
Work History:
Conduit Global - Senior Customer Service Representative
Sta. Rosa, Laguna 4026 | September 2019 - present
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Evaluate customer information to explore issues
Develop potential solutions and maintain high-quality service.
Inform customers of products and services, prices and policy changes.
Educate on all issues and customer concerns
Teletech Philippines –Mobile Assurance
Lipa, Calabarzon 4217 | Nov 2018 – September 2019
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Managed call flow and coaching for the consultant growth.
Document all metrics and adherence of the customers concern.
Documented all transactions and pertinent interactions.
Demonstrate professionalism and courtesy to customers and consultants and
alike.
Convergys Philippines - Advance Technical Support Tier 2.5
Muntinlupa, NCR | Dec 2017 – Oct 2018
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Reviewed technical documentation and procedures.
Remained up-to-date on the latest technologies and solutions applicable to
company products.
Managed call flow and responded to technical support needs of customers.
Identified and solved technical issues with a variety of diagnostic tools.
Installed software, modified and repaired hardware and resolved
technical issues.
Resolved problems with malfunctioning products.
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Managed customers' expectations and experience to a high degree of
customer satisfaction.
• Appropriately documented all transactions and pertinent interactions.
• Demonstrated professionalism and courtesy with customers at all times.
Alorica - Customer Service - Technical Support and Billing
Lipa City, Calabarzon | Jan 2017 – Dec 2017
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Ensured superior customer experience by addressing customer
concerns, demonstrating empathy and resolving problems swiftly.
• Contacted customer to follow up on purchases, suggest new merchandise
and inform on promotions and upcoming events.
• Answered customer questions regarding merchandise and pricing.
• Assisted customers promptly and politely, in person and via telephone.
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Built long-term customer relationships and advised customers on purchases
and promotions.
• Provided excellent customer care by responding to requests, assisting with
product selection and handling ordering functions.
• Served as liaison for customers, management and sales team.
Good Heart Marketing Inc - Public Market Specialist
Lipa City, Calabarzon | Jan 2016 – Dec 2016
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Negotiated and prepared sales contracts for new and existing customers.
Expanded market share by executing effective sales strategies while detailing
market condition analysis for strategic planning.
Devised sales strategies to increase points of distribution, shelf space, product
positioning, consumer awareness, trial, conversion and user acquisition.
Assessed successes and failures to develop actionable plans for
continuous improvement.
Maintained key customer relationships through effective time and resource
management to exceed sales goals and increase profit opportunities.
Developed compelling presentation decks to gain approval for ideas
and communicate results.
Tracked and reported on lead development and sales activities.
Infinity Web Solutions - Virtual Assistant
San Jose, Calabarzon | Nov 2013 – Dec 2015
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Set clearly defined goals to drive major business initiatives, including
increased customer retention, sales, online presence, brand awareness, and
website or social media traffic.
Drafted and managed print, online and social media communications designed
to promote company brand, image and values.
Boosted website traffic by 100% by creating an integrated social media strategy.
Engaged online audiences by placing a strong focus on sales process support
and responding to inquiries and comments timely and knowledgeably.
Ensured successful outcome of web development strategy by aligning
consistent brand messaging and visual designs across all digital outlets.
Identified target market and key segments through in-depth analysis of
markets and related trends.
Applied sales forecasting techniques and strategic planning to verify sales
and profitability of products, lines and services.
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Built and maintained media and coalition lists.
• Developed key messaging, branding and positioning statements.
• Established and maintained external communications calendar, and managed
scheduled assignments.
Camel And Straw Media Online Solutions - Mobile Site
Developer Lipa City, Calabarzon | May 2013 – Oct 2013
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Tested applications prior to final review to ensure that all issues were resolved
in the most efficient manner.
Researched and developed a mobile Android app for senior citizens to efficiently
locate all health services within their immediate location.
Created custom mobile applications using native technologies as per
client specifications.
Involved in all aspects of the Android app lifecycle from research and
planning through deployment and post-launch support.
Recommended architectural improvements, design solutions and
integration solutions.
Ensured network, system and data availability and integrity through preventative
maintenance and upgrades.
Watsons Personal Care - Sales Clerk
Lipa City, Calabarzon | Mar 2013 – May 2013
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Kept front check out area clean and organized.
Answered customer questions about products and services.
Placed new merchandise on shelves and racks.
Processed payments and returns with accuracy and efficiency.
Scanned merchandise and bagged using appropriate strategies for
different items.
Followed merchandising guidelines to present visually appealing displays.
Assisted customers promptly and politely, in person and via telephone.
Developed reputation as an efficient service provider with high levels
of accuracy.
Communicated clear expectations and goals to each team member.
Answered customer questions regarding merchandise and pricing.
Managed wide variety of customer service and administrative tasks to
resolve customer issues quickly and efficiently.
WorkxCity - Site Researcher
Lipa City, Calabarzon | Sep 2012 – Jan 2013
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Planned, modified, and executed research techniques, procedures and tests.
Planned, modified, and executed research techniques, procedures, and tests.
Wrote and edited data collection forms and questionnaires.
Performed statistical, qualitative and quantitative analysis.
Collected, prepared and tested wide range of biological samples.
Documented procedures and results with a high degree of accuracy and
precision.
SPT Business Resource Inc - Call Center
Agent Lipa City, Calabarzon | July 2012
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Welcomed customers into the store and helped them locate items.
Communicated all store initiatives and promotions to customers to generate
return business.
Demonstrated dedication to continuously improving sales abilities and
product knowledge.
Handled claims consistent with client and corporate policies, procedures, best
practices and regulations.
Received multiple positive reviews which acknowledged dedication to excellent
customer service.
Determined the proper course of action for claims processing.
Investigated and resolved customer inquiries and complaints in a timely
and empathetic manner.
Actively pursued personal learning and development opportunities.
Donna Fidere General Merchandise - Marketing Assistant
Lipa City, Calabarzon | Nov 2011 – May 2012
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Set up, completed and tracked customer surveys for local, regional and national
campaigns.
• Tracked schedules, expenses and communication between project stakeholders.
• Sourced vendors for services such as video production as well as materials to
complete marketing objectives.
• Created professional business correspondence, spreadsheets and presentations.
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Oversaw work of interns responsible for social media posts and
online copywriting.
Coordinated meetings between project members and clients to develop
ideas, discuss progress and set goals.
Worked with vendors to complete projects according to schedule
and specifications.
Maintained complete database of all files, contacts and project materials.
Assisted in creation of pre-season marketing plans to support department and
divisional strategies.
Masters Catering Services - Service Crew
Lipa City, Calabarzon | May 2010 – Oct 2010
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Kept customers and crew areas organized.
• Restocked inventory, collected trash and cleaned floors, surfaces
and equipment.
• Cooked, prepared and bagged food for customers.
• Greeted customers, provided friendly and knowledgeable service and placed
orders.
• Calculated totals, processed payments and issued receipts.
• Carried large loads of dishes to kitchen for washing.
• Conducted weekly sales meetings with team members to
establish merchandising, sales and profit objectives.
• Stocked “point of purchase” areas with recipe cards, product coupons
and promotional material.
• Scanned shelves and product cases for expired stock and discarded outdated or
spoiled items.
Education
Adventist University of the Philippines - Silang, Calabarzon
Bachelor of Science in Commerce Major in Business Management Minor In
Hotel Restaurant Management – March 2010
AMA Computer University - Lipa Campus
Bachelor of Science in Business Administration Major in Human Resource – March
2012
Skills
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Research and analysis
• Research reporting
• Data collection and analysis
• Database searches
• Inventory management
• Research design
• Project management
• Social Media Marketing
• Project Management or Feasibility Study
• Operations Management
• Sales and Marketing Management
• Banking and Credit Management
• Article Wring
Certifications
• First Regional Marketing And Public Relation Congress
• JobStreet.com Career Congress 2011
• Second Regional Marketing And Public Relation Congress
• Payroll System for the 21st Century
• AMA Education System Career Fair
