Celene Eguia

CELENE EGUIA General Trias, Cavite, Philippines 4107 --linkedin.com/in/celene-eguia-923194a9 Experienced Customer Support Specialist motivated to provide quality service to ensure customer gain and retention. Driven to meet or exceed service levels required to contribute to company success. Collaborative and reliable team player, with strong time management and prioritizing abilities. Skills • • Effective verbal and written communication Customer complaint management and conflict resolution • • • Efficient in using various technologies and multitasking Detail oriented Team training and development Technology • • • • • Helpdesk, e-Commerce, and CRMs - Zendesk, Freshdesk, Desk.com, Deskpro, Salesforce, Intercom, Helpscout, Zoho, CATS, GoDaddy, BigCommerce, WooCommerce, Magento, Shopify, Shipstation Chat and other communication tools - Zendesk Chat (formerly Zopim), LiveChat, Olark, Skype, Slack, Teamviewer File hosting - Dropbox, OneDrive Google applications Microsoft Office applications Work Experience JULY 2013 – PRESENT Customer Support Specialist (Independent Contractor) / Home-based • • • • • • Answer and respond to customer concerns through calls, email, chat and social media Maintaining customer records by updating account information as needed Resolve product or service complaints by probing, identifying the cause of the problem, providing and explaining the best solution to the problem and following up to ensure resolution Attract potential customers by answering product related questions and offer suggestions about other products/services Acts as Team Lead (3-5 persons) – handle escalations, advice team members on performance; inform team members on updates; and monitor quality of handling customer concerns Creating training materials DECEMBER 2010 – MARCH 2013 Universal Resolution Specialist / Bacoor, Cavite, Philippines • • • • Provides assistance to customers when having issues with their internet service as well as advance support for Voice over Internet Phone (VoIP), 3G/4G devices, wireless connectivity and speed issues Gives assistance to customers having trouble accessing their email accounts through an email client or webmail Handles billing concerns like balance inquiry, disputes, payments, reactivation, retention and escalations Updating customer information and upselling products/services Education MARCH 2010 Bachelor of Science in Tourism Management / De La Salle University – Dasmariñas