- Reply rate:
- -
- Availability:
- Full-time (40 hrs/wk)
- Age:
- 48 years old
- Location:
- Imus City, Cavite, Philippines
- Experience:
- 10 years
FRENDI BERNAL MATEO
Imus City, Cavite, Philippines, 4103
- / --PERSONAL DATA:
DATE OF BIRTH:
CIVIL STATUS:
SEX:
June 27, 1977
Married
Male
EMPLOYMENT RECORD:
April 2016 – December 2016
TaskUs Inc.
Teammate - Email Support
➢ Answers customer’s email queries about product info, shipping ETA, payment issues,
and refund request for orders placed via online shopping software
➢ Escalate tickets / emails with valid customer concerns or issues to client
October 2012 – July 2015
Xerox Business Services Philippines, Inc.
Technical Helpdesk Analyst
➢ Unlock or reset user’s domain login account or password
➢ Provides diagnostic technical trouble shooting
➢ Create and assign incident tickets to resolving group
➢ Contact On-Call technicians and send notification email for high severity issues
February 2012 – August 2012
Rainmaker Asia Inc.
Lead Agent / Customer Service Representative
➢ Sells Xfinity Signature Support Subscription and Services
➢ Submit Refund and Cancellation requests
➢ Provides floor support to all agents
November 2010 – December 2011 Sutherland Global Services Philippines
Sales - Senior Consultant (Subject Matter Expert)
➢ Help formulates process improvements for clients
➢ Provides floor support to Sales Consultants
➢ Handles escalation calls from irate customers
➢ Determine and suggests workaround for emerging issues
➢ Audit recorded calls or side-by-side monitoring and conduct coaching session with agents
➢ Answers escalated emails / cases
➢ Generates running and EOD Sales Reports
➢ Monitor the queue and manages Aux usages in absence of Workforce or TLs
➢ Recommends issuance of Memo, NTE and DA
September 2009 – January 2010
Teletech SM City Bacoor
High Speed DSL Internet Technical Support Agent
➢ Provides technical support for AT&T DSL Internet Service;
➢ Sets up truck roll technician repair & modem replacement;
➢ Configure email settings using supported email client programs;
➢ Setup wireless home networking for laptops & desktop computers;
June 2007 – August 2009
Dell International Services Philippines
XPS Technical Support Resolution Expert / Outbound Sales
➢ Provides technical support for Dell Desktop & Portable Computers;
➢ Sets up onsite repair, parts replacement orders;
➢ Sells warranty extension & upgrades, parts upgrades, Software & Peripherals;
April 2006 – April 2007
NCO-RMH Teleservices
Quezon City
Technical Support Agent Tier 2 (Supervisor)
➢ Handles escalation & RRT calls from Tier 1 agents;
➢ Inform & enforce to customers Microsoft’s policies on Xbox gaming console;
➢ Offer & setup discounted console repair order & process free gift games;
➢ Provides technical support & product information for Microsoft’s Xbox gaming console;
EMPLOYMENT CERTIFICATION
Dell International Services Philippines
January 2008
Foundation 2007 Portables
July 2007
MS Windows XP & Vista Training Program
December 2007
Foundation 2007 Desktop
Basic Wireless Technology
October 2007
Voice of Customer Initiative
September 2007
Tech Lab Certification
DCSE Tech ID# 489054
August 2007
Digital Home Classroom Training
AT&T
October 2009
DSL Internet Proficiency
January 2010
Home Networking
EDUCATIONAL ATTAINMENT:
COLLEGE:
AMA COMPUTER COLLEGE PARAÑAQUE
Sucat Road, Parañaque City
B.S. Computer Science
May 1997 – August 1997
AMA COMPUTER LEARNING CENTER OF PARAÑAQUE
Sucat Road, Parañaque City
Computer System Design & Programming
1994 - 1996
VOCATIONAL:
STI COMPUTER COLLEGE PARAÑAQUE
Gatchalian Subdivision, Parañaque City
Internet Web Page Design; PC Troubleshooting
1999
