Frida Tan Tolentino
#54 Clamonte St., Aduas Centro, Cabanatuan City, Nueva Ecija-
E-mail:-
Summary of Professional Qualifications
Extensive experience working on Technical Support and Customer Service accounts, voice and non-voice
Background in productive selling over the phone
Strong background in performance and discipline management
Experience in coaching and mentoring
Experience in client-process development and improvement
Superb written and verbal communication skills
Knowledge of HTML and MS Office Applications
Professional Experience
Virtual Assistant
May 15, 2018 to May 20, 2019
AB Services
Product Sourcing for Amazon FBA
Performed internet research
Virtual Assistant
February 1, 2017 to January 15, 2018
TCK Publishing
Main responsibility covered research, book promotions scheduling, managing Amazon ads, and category listings on Amazon
Handled multiple email outreach projects
Performed internet research on a daily basis
Team Leader
February 17, 2014–October 17, 2014
Concentrix
Main responsibility covered employee discipline and job competence issues such as customer/client interaction, telephone skills and performance metrics
Managed the individual development of twenty two agents
Responsible for systematically disseminating information from all support teams as well as changes implemented by the management and the client
Monitored and managed the performance of Customer Service Representative (CSR) through coaching
Provided support to CSR by accepting escalated calls
Interacted with clients to facilitate immersion with the Operations during visit
Monitored Operations real-time performance, ensuring Service Level is met, and escalating critical issues to Operations Manager
Technical Support Professional – Level 2
Function: Subject Matter Expert/Vendor Tech Lead
October 13, 2009 –February 1, 2014
Stream Global Services
Support covers service for the end-users, webmasters and business-to-business customers for a search engine
Conducts training for new hires and up training as needed
Responsible for maintaining the internal knowledgebase (created using HTML and MS Word) and updating the internal trackers for Service Level and Attendance
Coordinates with Team Manager and Product Tech Leads of any unusual trends in the daily ticket volume
Responsible for ensuring that the Service Level is met and sendingend of day report
Participates in Weekly Meetings and Monthly Business Reviews
Responsible in creating interim process for new and emerging issues,and assists in process improvement for outdated client-processes
Conducts huddles for process changes and technical updates from Product Tech Leads
Responsible for providing feedback and monitoring performance of ten agents
Providesreal-time support
Responsible for on-boarding new Subject Matter Expert and Point of Contact
Team Leader – Service Desk and Technical Support Account
June 7, 2007 – November 16, 2008
Siemens IT Solutions and Services
Main responsibility covered employee discipline and job competence issues such as customer/client interaction, telephone skills and performance metrics
Managed the individual development of sixteen to twenty one agents
Responsible for systematically disseminating information from all support teams as well as changes implemented by the management and the client
Monitored and managed the performance of Service Desk Analyst (SDA) and Technical Support Specialists (TSS) through coaching and training
Provided support to SDA and TSS real-time by accepting escalated calls/e-mail and answering queries about client-specific issues
Interacted with clients to facilitate immersion with the Operations during visits
Monitored Operations real-time performance, ensuring Service Level is met, and escalating critical issues to Operations Manager
Responsible for Operations real-time performance during the weekends and independently made decisions to salvage the Service Level
Technical Support Specialist
February 10, 2006 – June 6, 2007
Siemens Business Services, Inc.
Provided inbound technical and troubleshooting assistance to client’s customers
Support covered PC troubleshooting, basic how-to concerns, LAN and WLAN networking, pre-sales and post sales, service and repair status
Customer Service Representative – Home Theater Cluster
July 19, 2004 – January 30, 2006
Customer Contact Center
Provided inbound operational, technical, and troubleshooting assistance to client’s customers
Support covered Home Theater set-up, and all how-to concerns and programming of consumer electronics
EDUCATION-
AMA COMPUTER COLLEGE - Cabanatuan Campus
#777 Maharlika Highway, Bitas, Cabanatuan City
Bachelor of Science in Computer Science
PERSONAL DATA
Date of Birth: November 18, 1983
Civil Status: Single
Age: 35
CHARACTER REFERENCES
Available upon Request
