EVANEL JANE V. JAENAR
Technical Support & Customer Service
Expert, Virtual Assistant
My fields of expertise have developed and flourished throughout the
years of consistent practice. With a passion to learn, resiliency and
perseverance, determination, and hunger for success, nothing is
impossible for a beginner to become an expert in getting ahead. New
things are learned if you are willing to be a beginner.
Remember, the expert in anything was once a beginner.
WORK EXPERIENCE
CONTACT--
Mandaue City, Cebu,
Philippines
EXPERTISE
Technical Support - Telco
Customer Service Support
Phone Support
Email Correspondence
Chat Support
Troubleshoot network issues
TEAM LEADER - NETWORK OPERATIONS CENTER
(JANUARY 2021 - MARCH 2023)
CTC BPO Inc.
Supports and inspires a team of Tier 3 agents to deliver excellent levels of
individual and team performance, and customer satisfaction.
Creates weekly, monthly, and quarterly individual and team performance reports
and evaluations.
Trains new members of the team.
Ticket audits and one on one coaching with team members.
TIER 3 TECHNICAL SUPPORT ENGINEER
(NOVEMBER 2019 - JANUARY 2021)
CTC BPO Inc.
Troubleshoots and assists technicians onsite to complete job assignments and
resolve reported issues.
Troubleshoots escalated tickets to their closure or engage third-party companies
if need be.
Identifies points of failure and troubleshoots network core devices with the
appropriate party.
Follows-up on open tickets with customers or network carriers for progress and
update ticket notes accordingly.
Handoff open tickets that need follow-up to the next shift.
Network device navigation
Basic Linux
TIER 2 TECHNICAL SUPPORT ENGINEER
CRM
(JULY 2018 - NOVEMBER 2019)
CTC BPO Inc.
Salesforce
Data Entry
Some Lead Generation
Cold Calling
Appointment Setting
Sales
Different OS navigation
Troubleshoots escalated tickets, and identify points of failure.
Troubleshoots reported down network devices with the property point of
contact.
Follows up on open tickets with end customers or property point of contact.
Escalates open tickets to Tier 3 for further troubleshooting.
TIER 1 TECHNICAL SUPPORT ENGINEER
(JUNE 2017 - NOVEMBER 2019)
CTC BPO Inc.
EDUCATION
UNIVERSITY OF CEBU BANILAD
B.S IN ELECTRONICS AND
COMMUNICATIONS
ENGINEERING
WORK EXPERIENCE
Takes inbound calls and makes outgoing calls to troubleshoot internet issues
with end users, making sure quality customer service is delivered throughout the
call.
Responds to new tickets and update existing tickets in CRM to make sure all
tickets are set to their appropriate status.
Assists end users with connecting to the internet via wired or wireless
connectivity.
Provides technical walkthroughs and customer service via phone, chat, and/or
email.
(JUNE 2002 - MARCH 2005)
BUSINESS DEVELOPMENT ASSOCIATE
CEBU INSTITUTE OF
TECHNOLOGY - UNIVERSITY
(JUNE 1998 - MARCH 2002)
SAINT JOSEPH'S ACADEMY
(JUNE 1992 - MARCH 1998)
(MAY 2016 - JUNE 2017)
XLR8 Ventures Inc.
Validates candidates and enters validated information in the client's business
directory.
Generates leads responsible for decision-making on hiring outsourced talents.
Cold calling leads to introducing business and talents.
Setting up an appointment with leads to further discuss business details.
SALES ASSOCIATE
(FEBRUARY 2016 - APRIL 2016)
Taking You Forward BPO
Cold calling potential customers to introduce and offer products.
Taking credit card details to process sales transactions on
confirmed orders.
TECHNICAL SUPPORT REPRESENTATIVE
(MAY 2015 - JANUARY 2016)
Convergys
Takes incoming calls from Telco customers with landline issues.
Troubleshoots phone issues reported.
Sets up appointments for technician dispatches.
TIER 2 TECHNICAL SUPPORT REPRESENTATIVE
(OCTOBER 2014 - MARCH 2015)
(24)7 Customer Philippines
Troubleshoots internet connectivity issues with end customers' devices
through phone and remote access.
Troubleshoots cable modem reported to been having issues.
Activates new cable modem for internet, cable, and phone services.
TIER 2 TECHNICAL SUPPORT ENGINEER
(JUNE 2008 - OCTOBER 2014)
CallTek Center Inc.
Takes inbound calls and makes outgoing calls to troubleshoot internet
issues with end users, making sure quality customer service is delivered
throughout the call.
Responds to new tickets and update existing tickets in CRM to make sure all
tickets are set to their appropriate status.
Assists end users with connecting to the internet via wired or wireless
connectivity.
Provides technical walkthroughs and customer service via phone, chat,
and/or email.
