Edward Quedado

Edward Quedado B6 L12, San Pedro Street, Sagrado Village,Llano, Caloocan City Contact Number:- Email Address:- EDUCATION: BACHELOR’S DEGREE: Polytechnic University of the Philippines Sta. Mesa Manila Course: Bachelor of Business Administration Major in Management May 6, 2011 WORK EXPERIENCE: YNGEN DATACOM CORPORATION February 2022 to December 2022 San Pedro City, Laguna Technical Support Engineer RESPONSIBILITIES: • First point of contact for customers. • Respond to customer support requests via chat by following the agreed procedures. • Research questions using available information resources and advise the user on an appropriate resolution. • Continual learning and interest in blockchain technologies. HINDUJA GLOBAL SOLUTIONS January 2019 to October 2022 HGS Zeta Tower, Quezon City Customer Service RESPONSIBILITIES: • Handles inbound calls through the use of proactive customer service and call control techniques and proven troubleshooting procedures. • Ensures customer satisfaction and loyalty by assisting and resolving a wide variety of customer requests, inquiries, and complaints. • Create an exceptional experience for the customer by using professional customer service techniques, personalizing, and focusing on adding value to the call. • Retains existing customer/services through the use of proactive customer service/consulting techniques and enables customers to perceive value in the service. HYBRIDBLOCK August 2018 to November 2018 BGC, Taguig Customer Service / Community Manager RESPONSIBILITIES: • Answer customer inquiries about their account thru chat and telegram. • Create a ticket if the customer’s concern needs to be escalated. • Manage the company’s social media accounts. JP Morgan Chase Bank & Co – PGSC January 2016 to August 2018 BGC, Taguig Specialist II – Merchant Dispute RESPONSIBILITIES: • Responsible for processing and resolving customer claims and inquiries related to non-fraud and fraud-related transactions with their Chase credit cards • Document customer account activities thoroughly and concisely • Conduct research as needed to resolve customer’s disputes ACHIEVEMENT: • Tala Awardee for the month of May 2017 VXI GOLBAL June 2012 to January 2016 Buendia Makati Technical Support Representative / Integrated Care Escalation RESPONSIBILITIES: • Deliver reports to an operation that cover customer satisfaction surveys, attendance, AHT reports • Analysis of calls handled to come up with valuable trends • Root Cause Analysis of agent’s performance to provide an operations action plan • Provide technical assistance by phone, ensuring all concerns were resolved at the end of the call • Handled escalation calls ACHIEVEMENT: • Been part of top performing agents for several months PERSONAL INFORMATION: BIRTH DATE: June 29, 1987 TOOL: SKILLS: - Microsoft office Canva Helium10 Klaviyo Gsuite Zendesk Customer service specialist Inbound and outbound calls Email and chat support Technical support specialist Credit card dispute specialist Cryptocurrency specialist