Edison Manuel

WORK HISTORY Virtual Assistant - Customer Service Processing Opportunities Limited | Jul 2020 EDISON Y. MANUEL A highly skilled individual who provides his best efforts to deliver quality performance. With a proven ability to easily adapt to new tasks/challenges and is open to knowledge and new learnings. Experienced and recognized for going over and beyond the expected goals as an individual employee and as a team player. CONTACT INFO: Address: 111 Scout Barrio, Baguio City, Benguet PH 2600 Email:-Phone: - CORE SKILLS Email Management Calls and Chat Handling Data Entry and Analysis Network Health Monitoring Microsoft Office and Google Docs Fluent in English Basic Video Editing Content Writing Photography • Processing orders, forms, applications, and requests. • Communicating with customers through Skype, Telegram, Whatsapp and Email. • Keeping records of customer interactions, transactions, comments and complaints through Google Docs and Microsoft Excel. • Providing feedback on the efficiency of the customer service process. • Managing a team of junior customer service representatives. • Ensure customer satisfaction and provide professional customer support. Customer Service Representative AT&T | Jun 2019 - Jul 2020 • Processing orders, payments, account changes, etc. • Resolving customers' billing concerns through phone calls on different CRM platforms using Windows and AWS. • Notating accounts with payments and billing disputes. • Escalating customer concerns to dedicated departments by transferring calls using Avaya. • Selling AT&T products and services to its existing and prospect customers across the U.S. Technical Support Representative Symantec | May 2017 - May 2019 • Remote troubleshooting through LogMeIn • Callback customers for unresolved concerns and follow ups. • Basic and advanced troubleshooting on Windows and Mac for product-specific and out of scope issues. • Processing orders and payments. • Notating accounts with step-by-step technical troubleshooting performed and any other relevant information via Salesforce. • Transferring chats and calls to dedicated departments for unsupported concerns. • Selling Symantec anti-virus products and services to its existing and prospect customers across the globe. PERSONALITY Strong Interpersonal Skills Tech Savvy Detail-Oriented Problem Solver Time-Efficient Career-Driven OTHER QUALIFICATIONS • Knowledgeable in Accounting (e.g. basic and advanced accounting, financial accounting and reporting, cost accounting, etc.) • Received multiple “Agent of the Month” awards for reaching the monthly goals (e.g. Customer Satisfaction, Schedule Adherence, Quality Scores, Zero Misconduct, etc.) in the 2 years of employment with the Symantec program. ACADEMIC HISTORY TERTIARY University of the Cordilleras -) Bachelor of Science in Management Accounting Gov. Pack Road, City of Baguio, Benguet Osias Colleges Inc. -) Bachelor of Science in Accounting Technology F. Tañedo Street corner McArthur Highway, City of Tarlac La Consolacion University of the Philippines -) Bachelor of Science in Accounting Technology Brgy. Bulihan, City of Malolos SECONDARY Don Bosco Technical Institute -) Brgy. Sto. Cristo, City of Tarlac • Exceeded expectations as a team player in the AT&T program by attaining metric goals (e.g. Voice of the Customer, One and Done, Schedule Adherence, Zero Misconduct, etc.) I hereby certify that the above information is true and correct to the best of my knowledge. Edison Manuel