EDICK JOSHUA
SALANGA
Customer Service Representative
About Me
A meticulous professional with
well-versed in providing quality
administrative and customer
service support through effectively
handling remote office procedures
and calls. Effectively able to meet
set deadlines and process
information through well-honed
research skills.
--Libis Espina Caloocan City,
Metro Manila, Philippines
Language
English
Expertise
Email handling and
e-mail inbox optimization
Website post management
Customer Support
Oriented in Microsoft
Office Applications
Basic Photoshop
Networking
Education
City of Malabon University
Computer System Servicing
November-
Effective computer system servicing requires technical expertise,
problem-solving skills, attention to detail, and the ability to
communicate effectively with users at various technical levels. It
plays a critical role in supporting organizational productivity,
safeguarding data, and ensuring the reliability of IT
infrastructure.
Experience
Oppo Smartphone
Smartphone Sales Specialist
October 2019-November 2020
● Thorough understanding of the features, specifications,
and benefits of various smartphone models and accessories
● Greeting customers warmly and engaging them in
conversations to understand their smartphone needs and
preferences.
● Providing personalized recommendations based on
customer requirements, budget, and usage patterns.
Home Credit Philippines
Telesales Operator
December 2020-December 2021
● Cold Calling: Initiating calls to potential customers
(prospects) to introduce products or services offered by the
company.
● Sales Pitch: Delivering a compelling sales pitch to
potential customers, highlighting the benefits and features
of the products or services.
● Product Knowledge: Acquiring in-depth knowledge of
the products or services being offered to effectively answer
questions and persuade customers.A meti
VXI Global Solutions
U-Verse Established Technical Support
January 2022-November 2023
● Customer Assistance: Providing timely and effective technical assistance to customers or end-users who are
experiencing issues with products or services. This could be through phone calls, emails, chat support, or inperson interactions.
● Problem Identification and Diagnosis: Listening to customer issues, asking relevant questions, and using
diagnostic tools to identify the root cause of technical problems.
● Troubleshooting and Resolution: Developing solutions to technical problems, which may involve guiding
customers through step-by-step instructions, performing remote troubleshooting, or escalating complex issues
to higher-level support teams.
Customer Service Representative
● Technical Documentation: Documenting troubleshooting steps, solutions, and customer interactions for
future reference and to maintain knowledge bases or FAQs.
● Product Education: Educating customers on how to use products effectively, providing tips, and explaining
technical features or updates.
● Feedback About
Collection:Me
Gathering customer feedback on products and services to identify areas for
A meticulous
professional
withissues to the appropriate departments.
improvement
and report
recurring
well-versed
in providing
quality
● Continuous
Learning:
Staying
updated on new products, technologies, and industry trends to provide
administrative
and
customer
knowledgeable support and improve troubleshooting efficiency.
service support through effectively
handling remote office procedures
and calls.Solutions
Effectively able to meet
VXI Global
set deadlines and process
Ali Express
Chat
Support
information
through
well-honed
December 2023-Present
research skills.
●Customer Assistance: Responding promptly to customer inquiries and resolving issues or complaints
-
effectively. This
includes
helping customers with product information, order status, shipping queries,
returns, and refunds.
●Technical-Support: Assisting customers with technical issues related to the website, payment
processing, account access, or any other ecommerce platform-related problems.
●Order Processing:
Guiding
customers
Libis Espina
Caloocan
City, through the order process, including placing orders, applying
discounts orMetro
promotional
codes,
and
Manila, Philippines ensuring that transactions are processed smoothly.
●Product Knowledge: Having a thorough understanding of the products being sold to provide accurate
information and recommendations to customers. This may involve familiarity with product features,
specifications, and availability.
●Problem Solving: Using critical thinking and problem-solving skills to handle complex customer issues
or escalated English
complaints. This could involve liaising with other departments such as logistics or finance.
Certificates
City of Malabon University
Guest Speaker
Linux OS Ubuntu, OpenSuse, SteamOS)
Linux Basics: Introducing Linux, its history, distributions (distros), and basic command-line operations.
System Administration: Managing users, permissions, services, and troubleshooting common issues.
Shell Scripting: Writing scripts in Bash or other shells for automation and task simplification.
Networking: Configuring network interfaces, setting up firewalls, and managing services like DNS and
DHCP.
Security: Basics of Linux security, securing services, encryption, and best practices.
Package Management: Using package managers (apt, yum, pacman, etc.) to install, update, and
remove software.
Cloud Computing: Using Linux in cloud environments (AWS, Azure, GCP) and deploying applications.
Linux Kernel: Understanding the Linux kernel, its components, and how it interacts with hardware.
Desktop Environments: Exploring different Linux desktop environments (GNOME, KDE, XFCE) and
their customization options.
AT&T U-Verse Established
Top 1 Agent
Metrics like average handle time (AHT), which measures the average duration of calls handled by the
agent.
Satisfaction in customer feedback surveys or ratings given by customers after interactions with the
agent.
Based on evaluations of the agent's adherence to scripts, policies, and quality standards during
customer interactions.
Depending on the nature of the calls, agents may be evaluated on their ability to upsell products or
services, resolve customer issues efficiently, or achieve specific service-level targets.
Attendance, punctuality, and adherence to scheduled breaks or shifts also considered.
Ali Express
Quality Champion
Quality Champions often play a role in training new agents or providing ongoing training to existing
agents. This training may focus on customer service skills, product knowledge, effective communication
techniques, and handling challenging situations.
