Catherine L.

Catherine P. Lagoc WORK EXPERIENCES: FarOut Solutions January 2020 – Present Technical Admin • Provide support to client and customers through phone and email • Creating service request ticket for client’s issue/s • Knowledgeable in MS and Google Suites, Dropbox, Pandadoc, TeamViewer, Autotask • Data Entry • Doing follow up call to the client • Installation of application such as RMM • Getting/confirming information with the customer such as computer name Virtualasting November 2019 – December 2019 Virtual Assistant Trainee • Provide support to client and customers through phone and email • Knowledgeable in Mailchimp, Canva, Powtoon, Pinterest, Wordpress and Shopify • Email management • Content Writing • Social Media Strategy • Instagram for business and personal accounts • Facebook Ads • Data mining • Real Estate • Basic website maintenance and blog management Concentrix November 2018 – January 2020 IT Helpdesk Analyst • Provide helpdesk support to end-users through phone and email • Utilize troubleshooting techniques in support Work stations, printers and MOM machines • Resolution of first level IT service requests over phone, email, screen sharing and through trouble tickets • Escalating the process as necessary per established escalation policies • Monitor internal system notifications for proactive response, and communication of any outages or system down time • Active Directory user administration, password resets and unlocks • Troubleshooting with Outlook, MS office and laptops of the end user • Provide professional support to the customer base with the expectation of single call resolution • Remotely connects and diagnose PC/Hardware/Windows problem • Acts as Level 1 and Level 1.5 Help Desk Support • Provide support to analyst working on an issue • Creates ticket for Incident or User Service Request • Reads, classifies, responds to, or re-assigns Help desk tickets to either Technical Services team or Business Applications Team • Initiate and engage conversation with End User and Technical Team for request update/fulfillment • Sends out Outage Notification to customers and to all involve team Remitly September 2017 – December 2018 Risk Investigator • Provide phone and email support to the customer for validation of their documents for KYC, compliance, and/or to mitigate risk behavior. • Identify suspicious activity and unusual patterns that could result to fraud which includes AML issues and activities. • Observes customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and other risk. • Investigate and validate customer’s identity using tools like Lexis Nexis • Provide a high standard of professional, caring, and friendly service while maintaining or exceeding the stablished standards for productivity and quality February 2017 – September 2017 Customer Service Representative • Receiving calls/chat to answer the inquiry of the customer about the status of their transaction • Reporting suspicious account to the risk team for investigation • Advising the customer, the promise delivery date of the transaction or if there is a downtime from the partner bank. Acquire Pacific October 2015 – January 2017 Customer Service and Outbound Sales Associate • Processing a loan application for the customer over the phone • Doing outbound calls for Card Activation • Doing inbound calls for customer inquiry Results Manila Inc. May 2015 – October 2015 Customer Service Representative • Receiving and handling customer calls in a timely manner • Upselling • Doing some basic trouble shooting to help resolved the customers issue over the phone Startek Philippines Inc. May 2012 – May 2015 Customer Service Representative • Receiving and handling customer calls in a timely manner • Providing information to the customers about their account like billing, plan and features and promos • Upselling • Doing basic trouble shooting to help resolved the customers issue over the phone EDUCATIONAL ATTAINMENT: Tertiary 2006 – 2008 University of Rizal System (Rodriguez) Major in Business Administration 2005 – 2006 University of Rizal System (Rodriguez) Tourism Secondary 2001 – 2005 General Licerio Geronimo Memorial National High School CHARACTER REFERENCE: Jelou Quillano Startek Team Lead - Mark Perry Deato Concentrix Service Desk Analyst - Joel Del Mundo Real Page Demand Generation Specialist -