Darwin Diangkinay Ardinel

 DARWIN D. ARDINEL 39 A 18th St., Bernardo Ave., Brgy. Lakandula, Dau, Mabalacat City, Pampanga-- Skype: Darwin.ardinel OBJECTIVES To secure a long-term career which will provide significant growth and advancement opportunities and will also provide for maximum utilization of my creative and cognitive strengths, enthusiasm to learn and good social skills. WORKING EXPERIENCE Microsoft Store Sales Chat Support September 16, 2013 – October 19, 2014 Sutherland Global Services Clark, Pampanga Handles customer calls regarding orders, returns, requests, quotes, price and availability. Processes electronic invoices, enters orders and confirms orders via chat or phone. Ensures accurate daily shipment processing, product scheduling and shipment confirmations. Investigates and responds to customers’ requests concerning stock availability, order expediting, pricing, special items, as well as preferred carriers, special packaging and shipping criteria. Establishes and maintains cordial customer relations through chat contact and email. Interacts with various departments such as Supply Chain Planning, Quality Assurance, Distribution, Marketing, and Logistics, to ensure customer requirements are met. Uses probing skills to successfully increase orders through upsell and quantity breaks opportunities. Technical Support T1 -Microsoft SurfaceOctober 18, 2014 – December 1,2015 Arvato BertelsmannClark, Pampanga Handles customer calls regarding Surface devices technical issues and inquiries. Identifies the root cause of the issues Provides technical troubleshooting steps to customers to resolve their Surface’ issues by maximizing the client given resources through knowledge based articles and customer facing websites. Creates exchanges/replacement orders for non-working or broken devices within or out of warranty period. Makes follow ups with customers for troubleshooting continuation or replacement order status in a timely manner to lessen their perceived efforts. Uses probing skills to successfully increase the sales for Surface devices, accessories and warranty insurance. Key Achievements: Top North America Chat Performer for February 2015 with an Overall Final Rating of 4.19 Top North America Chat Performer for May 2015 with an Overall Final Rating of 4.61 Top North America Chat Performer for June 2015 with an Overall Final Rating of 4.03 I was given the chance to be part of the Operation’s Support Apprenticeship Program for 6 months Technical Lead/ Tier 3 – Microsoft Surface Technical SupportDecember 2, 2015 – September 12, 2017 Arvato Bertelsmann Angeles City, Pampanga Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer. Communicates technical matters in laymen’s terms Records customer inquiries by documenting inquiry and response in customers' accounts. Supports account’s specific programs Assists in developing and streamlining procedures Trains and certify new hires for software and hardware familiarity Nurturing high-end clientele and be contact person for status of application and orders, billing and/or payment issues, customer profiles, program and campaign information Answers telephone, e-mail, fax, letter, chat and newsgroup inquiries posed by customer Provides appropriate feedback and settlement to all customer contacts (including referrals to other organizations) Assists customers in required processes including but not limited to in depth information on program benefits, terms and conditions, application options, as well as technical support on tools, and resolving any open issues with the customer Takes orders over the phone for replacement materials Processes application materials and other assigned tasks and makes compliance decisions in accordance with program requirements and Microsoft guidelines Processes and investigates returns and/or manages customer cases to resolution Updates and maintains Contact Management System Software Contacts customers for marketing, survey and follow up purposes Performs necessary job costing functions. Enters manual orders into ERP system Captures and documents customer complaints Keeps abreast of program changes and informational updates Works with Microsoft and Vendor owned tools and websites Complies with company set procedures Supports account’s specific programs Assists in developing and streamlining procedures EDUCATIONAL BACKGROUND TERTIARY:Laguna State Polytechnic University San Pablo City Campus, LagunaYear Graduated: 2011 College Course: Associate in Technology, Major in Automotive Technology SKILLS AND CHARACTERISTICS Computer literate Proficient with Windows Operating System Good in Microsoft Office Good communication and listening skills Understands individual differences of customers Knowledgeable of good customer service Good in multi-tasking CHARACTER REFERENCES Rochelle Brillo-Vilo Training Director TaskUs Philippines - Christian Vilo Senior Operations Manager TaskUs Philippines - Marriene Joy Boyles Dayrit Team Manager Sutherland Global Services Clark, Pampanga