Debbie Bautista

DEBBIE C. BAUTISTA Building 14 E2 Eusebio Bliss Maybunga Pasig City Mobile Number:- email address:-skype name:Debbie.corpuz2 OBJECTIVE: To join an organization where I can utilize my skills and knowledge and be a productive part of the company that will provide an opportunity for personal and professional growth WORK EXPERIENCE: Technical Support Advisor Transcom Asia Philippines - Frontera Verde,Tiendesitas Pasig City November 2011 - May 2014 Responsibilities: *Providing technical support for defined client projects * Provide full range of technical support service to customers of a leading UK Internet Service Provider. * Provide real-time resolutions to technical concerns of customers * Serve as subject matter experts who educate customers on technical aspects while ensuring customer satisfaction. * Accept calls transfered by Level 1 support or from the customer service, and support email issues as well. * Take inbound customer calls to provide technical support for end users through active listening,effective troubleshooting, and problem solving through established methods and procedures * Provide “up sell” information that might include new features including technical support or any other information to disseminate on a call * Responsible for taking control of and resolving complex technical and escalated customer issues * Transfers calls to other departments where appropriate * Answers IT Support calls for all customer requests in a professional, courteous manner and logs these calls into IT’s Call tracking system * Documents and simulates complex customer issues to find solutions and fixes to customer inquiries and problem * Positions subscriptions for services rendered * Open and closed issues Technical Support Advisor/X Box Live Telus International Philippines April 2009 - April 2010 Responsibilities: * Provides technical support on supplied products *Solves problems for customers with challenging expectations (often escalated or irate). * Maintains/builds relationships with other groups that impact the technical aspect * Excels at tolerance for processes and people. * Responds to customer technical issues related to hardware and software via phone. *Assists customers by diagnosing problems and providing resolutions for technical service issue * Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts. Monitors and tracks issues to ensure accurate resolution. * Educates customers within procedural guidelines to ensure a complete solution to their technical or service questions. Identifies and provides input on unique or recurring customer problems. *Focuses on delivering a positive customer experience. Customer Service Advisor/TPG Australia Orchid Cybertech Services Inc. May 2008 - March 2009 Responsibilities: *Performs outbound call duties necessary for complete customer satisfaction *Ensures problem resolution, keeping track of case history and identifies and prevents known issues that may arise after resolution. Responsible for managing caseloads and ensure timely, efficient, and quality service *Responsible for processing customer inquiries by proceeding through appropriate work flows determined by questioning and listening *Integrating knowledge of products and services in recognizing customers' needs; asking questions to learn about customer preferences directly related to products and services, explaining features and benefits and how it addresses account holder's preferences or concerns. *Interacts with customers through telephone in response to inquiries. Customer Service Advisor/Dial Up Connection - Save and Retention Sutherland Global Services August 2007 - April 2008 Responsibilities: *Responsible for attending to financial and non-financial customer inquiries (e.g. billing explanations and account maintenance) *Identifies and resolves issues affecting customer client systems *Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident *Ensures that customer expectations are met and in line with company policies and procedures *Consult with customers about their product or service needs or their wants *Analyze what the customer says they want and need then match to the solution. *Troubleshoot products and services to best fit their needs and expectations. *Receive customer calls for products and services. *Resolves customer questions, complaints and requests, frequently involving some policy interpretation. GOLF STYLE INC. VA/ LEAD GENERATION /ADMINISTRATIVE ASSISTANCE/CSR/SALES HOME BASED JUNE 2014 – JUNE 20,2015 KROSSOVER INBOUND/OUTBOUND/EMAIL SUPPORT HOME BASED OCTOBER 2015 – JULY 31, 2017 EDUCATIONAL ATTAINMENT: Bachelor of Science in Information Management ABE International College of Business and Accountancy Urdaneta City Pangasinan 2001 – 2005 TRAINING/SEMINAR: Call Center Training English Proficiency and Development Program February 4 - 28,2006 JCIP Area 1 Conference Management conference and Development May - June 2006 PERSONAL DATA: CIVIL STATUS: CITIZENSHIP : BIRTHDATE : SSS# : TIN#: REFERENCE: Marge Aviso-Anne Mendoza- Married Filipino December 19,-