Erika Saulog

 Erika C. Saulog L16 P. Damaso St. Rizal Village Alabang Muntinlupa City |- |-Objective Seeking for a position in a career driven company that will give value of my newly acquired skills and enhance for the betterment of my own and to the company itself. Work Experience American Data Exchange Proofing Specialist | May 2009 – June 2012 Data entry and proofreading policies before sending final draft to clients. Make sure that the documents are sent to clients within TAT IBM Technical Support Specialist – Apple Corp. | June 2012– June 2014 Provides technical support for iPhone, iPad and iPod. Provides basic technical support for iMac, Macbook and Airport express Assists customer dealing with issues on Apple ID and iCloud accounts. Generates CSAT to help the team reach the weekly target. Able to multitask such as assisting customers over the phone and at the same time doing chat inquiries from the appropriate apple support. Provides support for usage of Pages, Numbers, Keynote and iPhoto. Provides assistance with email set up and basic email troubleshooting when using Apple products Synnex - Concentrix Corp. Technical support Engineer Tier 1 - HTC| June 2014 – October 2014 One of the pioneers for phone support for HTC. Provides technical troubleshooting for HTC phones, tablets and HTC Apps. Assisted with cascading usage of knowledge base to team and helped in reporting any erroneous entries Front line agent when there is a high volume of calls. Act as team support when supervisor is not available. Assisted in improving CRM (Sugar CRM) by providing inputs and/or suggestions. Technical Support Engineer Tier 2 (Priority 3 – Advanced Technical support) | October 2014 – December 2014) Provides advanced troubleshooting from unresolved cases from tier 1 pool. Main P3 agent for any troubleshooting dealing with iOS and Mac. Investigates any emerging issues for HTC phones and software. Assisted with improving basic knowledge of usage of Mac for tier 1 agents. Technical Support Engineer Tier 2 (Priority 1 – Product Safety Escalations) | December 2014 – February 2017) Deals with customers with alleged product safety concerns, legal claims and/or potential BBB claims Serves as bridge communication between customer and HTC Headquarters. Assists customers on product inspection, monetary compensations and loaner phone requests. Handles special corporate escalations related to VIP customers and/or Client escalations. Serves as trainer for incoming Priority 1 agents and main POC Capital One Customer Service Representative | February 2017 – Present Process payments over the phone Assist with personal data updating Basic troubleshooting for phone application issue Assists with providing hardship programs for customers under collections Inbound and Outbound collections Qualifications / Skill Employee of the year for 2014 Knowledgeable on technical and software troubleshooting for Android and iOS 4 years and 6 months in technical and customer care dealing with basic phone troubleshooting, PC troubleshooting (Mac and Windows) and basic wireless connection troubleshooting RMA POC for 1 year dealing with client facing tasks such as client escalations, VIP customer handling and End-of-Day reporting. Priority 1 – Safety Escalations POC dealing with client facing tasks such as bi-weekly meeting, client escalations that requires investigation and VIP customer handling. Handled ecommerce for HTC Vive launch Handled Inbound and Outbound collection calls Knowledgeable in IBM Lotus Symphony, MS Excel, MS Word, MS PowerPoint, Pages (for Mac and iOS), Numbers (for Mac and iOS) and Keynote (for Mac and iOS). Strong analytical skills and problem solving skills. Can work under pressure and able to manage time efficiently Education Diploma in Office Management | June 2007 – April 2009 Informatics Computer Institute – Alabang Reference Jacqueline Elamparo | Subject Matter Expert for HTC Tier 2 Escalations Synnex – Concentrix Corp. Email:-Phone: - Gemini Batino | Unit Manager for Customer Resilliency (Collections) Capital One Email:-Phone: -