Carl Valenzuela

CARL FRANCIS VALENZUELA +63 - / +63 - SKILLS Knowledge of troubleshooting tools and software Diagnosing, troubleshooting and resolving technical problems via phone, chat, or email Proficiency with CRM systems - PROFILE Diligent Technical Support Advisor with extensive experience in the BPO industry. Skilled in technical support, customer service, loyalty and retention, sales lead generation, and soft skills. Known for adaptability and consistently excelling in dynamic environments. Looking to expand expertise by gaining experience in a new field or different work environment, leveraging a strong foundation in customer loyalty and retention strategies. WORK EXPERIENCE Providing excellent customer Project Coordinator Radius Global Solutions Philippines, Inc. Webster Bank - Conversion (Pilot Program) support in high-pressure May 2023 - September 2023 (e.g., Salesforce) environments Managing customer expectations and delivering satisfaction Oversee pilot setup, ensuring seamless coordination between internal teams (operations, training, quality, IT, HR, etc.) and clients. Provide regular updates, reports, and documentation of program progress. Track KPIs, troubleshoot issues, and monitor overall progress. Ensure ongoing communication to align goals during the trial. Identifying potential sales opportunities Customer needs analysis Adaptability to change Teamwork and collaboration Coaching or mentoring junior staff Delegating tasks and providing feedback *Lead Development Representative Concentrix - Convergys Philippines, Inc. Intuit - QuickBooks Live March 2021 - June 2022 Generates leads for sales. Provides insights and basic information on products and bookkeeping services. Works with small businesses, including LLCs, LPs, S Corps, C Corps, non-profit organizations, sole proprietorships, and general partnership. Knowledgeable about different US worker classifications, ensuring efficient and accurate lead generation. CARL FRANCIS VALENZUELA SKILLS Clear and concise verbal communication (English) Effective written communication (email/chat support) WORK EXPERIENCE *Advisor I, Technical Support Concentrix - Convergys Philippines, Inc. AT&T DirecTV October 2019 - March 2021 Handled and resolved video technical issues via phone support. Guided customers through troubleshooting steps for their video receivers and digital platforms. Multilingual abilities (German Managed service plan and package changes, including upgrades Language - A2 ÖSD Zertifikat) and downgrades. EDUCATION BEAGLE Academy German Language A1, A2 and B1 Courses (September 2023 - July 2024) Explained basic billing charges and adjustments to customers. *Advisor II, Sales Concentrix - Convergys Philippines, Inc. AT&T Entertainment Group Integrated Service Model Hybrid (DirecTV, Mobility, U-Verse TV and HSI) January 2019 - October 2019 Managed simultaneous phone calls and two chat sessions. Marikina Polytechnic College Bachelor in Industrial Technology major in Electronics Technology (June 2010 - December 2013) Explained billing charges and account changes to customers. De La Salle College of Saint Benilde Bachelor of Arts in Music Production (June 2007 - January 2008) Internet, TV and Phone, and AT&T Mobility. San Mateo National High School Secondary Education (June 2003 - March 2007) Processed service plan and package changes, including upgrades and downgrades. Performed basic troubleshooting for AT&T DirecTV, U-Verse Handled retention tasks as part of the Customer Loyalty Group. *Customer Support Associate Convergys Corporation Philippines AT&T Digital Assistance Center August 2017 - January 2019 Answered inbound calls and assisted customers with inquiries. Guided customers in navigating ATT.COM, myAT&T, and ATT.NET. Resolved login credential issues for AT&T online accounts, including password resets and retrieval of Access IDs or Member IDs. Assisted customers with accessing their AT&T or Yahoo email accounts. Managed online access locks and unlocks due to fraud prevention measures. Troubleshoot AT&T email and online account issues. CARL FRANCIS VALENZUELA LANGUAGE Filipino English German WORK EXPERIENCE *Sales Support Associate Convergys Corporation Philippines AT&T Entertainment Group, Integrated Service Model - Chat September 2016 - August 2017 Efficiently managed two customer chats simultaneously, ensuring CHARACTER REFERENCE Available Upon Request. timely responses. Explained billing charges and account adjustments clearly. Processed service plan and package changes, including upgrades and downgrades. Conducted basic troubleshooting for AT&T DirecTV, U-Verse Internet, TV, Phone, and AT&T Mobility services. Managed retention efforts as part of the Customer Loyalty Group. *Technical Support Associate Convergys Corporation Philippines Comcast - Xfinity Triple Play September 2014 - July 2016 Managed 2 to 4 customer chats simultaneously. Resolved video technical issues and guided customers through troubleshooting their video receivers. Processed service plan and package changes, including upgrades, downgrades, and side-grades. Assisted customers with troubleshooting their security systems. Explained basic billing charges and account changes clearly. Security System Specialist J.R.E ZACARIAS Tech Group October 2013 - July 2014 Implemented strategic plans and procedures for security system installations. Developed *Concentrix - CVG Philippines, Inc. (formerly Convergys Corporation Philippines) Single Employment: 2014 - 2022 comprehensive plans, designs, and technical documentation for integrated security systems, including action plans, alarm configurations, maintenance programs, and operational instructions. Installed a range of security systems, including CCTV cameras, motion sensors, burglar alarms, and shock sensors.