Ednalyn Espenilla Dizon-· https://www.linkedin.com/in/ednalyn-dizon15b012165/
- Apartment C E Mallari St. Brgy. Agapito del Rosario, Angeles City,
Pampanga
Professional Profile
● Customer Service Professional with 7 years of experience handling customer and
technical service-related task such as providing resolution to complicated technical
problems and ensuring that the quality level of customer service is excellent. Possess
skill on managing customers’ expectation by knowing what they need, gaining they trust
and making an agreement with them by providing the best possible resolution with their
concern in a timely and positive manner
● Technically inclined person because of the various experiences I have in this field. I
gained enough knowledge that makes me easily adapt to technological changes
● Experienced Academic Writer using American Psychological Association and Member
of the Legislative Assembly formatting style
Skills
Microsoft office· Customer Relationship Management· Technical Support · Online Marketing·
Basic Computer Troubleshooting (Virus Removal) · Basic Photo Editing using Photoshop
Professional Experience
C.S Modern Workforce Inc (Cloudstaff)
August 2018 – present
Technical Support Officer worked in an AU-based software development company
specializing in Digital Signages. The company provide the systems used by retail stores, private
and government hospitals in all over Australia. We provide technical help and customer assistance
over the phone and email. We assist customers with their services such as resolving technical
issues with their content, assists when they need replacement, ensuring that the gets that service
they need in a timely manner. Act with urgency and know what to prioritize.
Technical Support Team Leader After couple of months working in the same client, I became the
support team leader managing both local staff and remote staff based in Australia.
• Provide leadership through team mentoring, coaching, and setting clear guidelines around
providing a five-star customer experience.
• Support team with your technical expertise and troubleshooting technical challenges.
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Ensuring task prioritization is managed based business principles to ensure high standards
of customer satisfaction and quality of work is maintained. Take full ownership of technical
support team processes, documentation, deliverables through delegation and leadership.
Take ownership of customer queries through to resolution
Service Quality Controller with the same company, after a couple of months, position title
changed.
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Monitor the quality of the performance of the Client Success team who deals with our
existing and potential customers.
Monitor tickets and calls.
Monitor incoming calls and tickets to understand broad trends and identify opportunities
of improvement that individual agents cannot see when working on an individual
ticket.
Reassigning of tickets each day to ensure that the Client Success Team has
a workload each day
Monitor the ticket are address in a timely manner as well as to escalate the
tickets to the proper contacts if there is a need.
Review the staffing to understand who is working and how much capacity the
team has for the day. Quality Controller may need to shift workloads among
resources throughout the day.
Creates roster every 3 months.
Convergys Incorporated
May 2016- July 2018
Technical Support Associate worked in a US-based cable provider by providing technical help
over the phone. Assisting customers with their services such as resolving technical issues with
their televisions, assisting with their bills, checking appointment status and helping customer
choose what’s the best subscription that suits their needs is.
● Troubleshoot customers’ technical issues and at the same time provide quality service to
the customer.
● Ensuring that customer agreement and trust is gain in every call, listen to what the
customers’ need are, present personalize resolution that can help gain customers’
satisfaction
● Learned how to positively deliver resolutions and use situational discernment to ensure that
customer will feel valued.
● Focusing on what you can do to resolve customers’ concern and how you can do it for the
customer
● Learned how to manage customer’s expectation and how present resolution at its best
Sutherland Global Services
June 2013- March 2016
Technical Support Associate worked for an antivirus company and assisting customers from
different parts of the world. Ensuring that customer’s computer is safe in whatever threats that they
may encounter online, making the computer perform well by optimizing it through a software that
help us remotely access customers’ computer.
● Clean customers’ computer by installing antivirus and finding the best antivirus that is
perfect for their daily needs and suit their budget
● Making sure that the computer has up to date software like service pack, Java, different
drivers use in the computer like printer drivers which usually block by antivirus’ firewall
● Giving customers’ option on how to resolve their issue and not making customer feel that
there is actually no way to resolve their concern
● As a technical support, you need to be resourceful and should know how to think out of the
box to help the customer
● Customer retention, educating customers on what they can get in keeping the service, what
are the advantages they have as well as what is the effect of the service in their day-to-day
online transaction
Education
Tarlac School of Arts and Trades
2 year Computer Programming School Year- (Completed )
● Graduated as first honor
● Awarded as Agent of the Year in Sutherland in 2015
