Gene Simon Conservado

Gene Simon Conservado PROFESSIONAL SKILLS Customer Service Computer Literate Basic programming Attention to detail Basic social media content creation Interpersonal skills Critical thinking decision-making teamwork Active listening Communication (written/verbal) SOFTWARE EXPERIENCE Salesforce Oracle Slack MS Office Suite GoHighLevel Asana Canva Facebook Meta Business Suite Trello Instagram Google Meet Google Workspace Basic Adobe Photoshop Capcut ChatGPT EDUCATION LAGUNA STATE POLYTECHNIC UNIVERSITY (SPC CAMPUS) Aug 2018- Dec 2020 Undergraduate | BS Information Technology WORK EXPERIENCE APPOINTMENT SETTER (PART TIME) Go High Level | Aug.2025 - Present Call inbound and outbound leads to qualify them (using scripts) Send follow-up SMS/emails via CRM (GoHighLevel) to unresponsive leads Book qualified leads into the sales calendar using booking system Confirm appointment details and send calendar invites Handle reschedules and cancellations SALES SUPPORT AGENT Fusion CX Philippines | Nov 2023 - Aug. 2025 Worked as a phone and chat support for one of the largest cell service provider in the U.S. Manage live chat sessions simultaneously while maintaining speed and accuracy. Provide real-time support for business customers on account management, plan upgrades, billing questions, and minor tech troubleshooting. Use canned responses and knowledge base tools effectively while customizing replies to match customer tone and context. Document each call/chat thoroughly using internal CRM or internal ticketing systems. CUSTOMER SERVICE REPRESENTATIVE Telus International Phils | Sept 2021 - May 2022 Investigate and resolve complaints with empathy, professionalism, and a solution-oriented approach. Use tools such as dashboard, internal knowledge bases, and CRM software to resolve issues efficiently. Meet or exceed key performance indicators (KPIs) such as CSAT (Customer Satisfaction), FCR (First Contact Resolution), and AHT (Average Handle Time). Work From Setup TECHNICAL SUPPORT REPRESENTATIVE Infocom Technologies | March 2021- Aug 2021 Diagnose and resolve technical issues related to DSL, Fiber, landline, and Home devices Escalate complex issues to higher-level support teams or field technicians when necessary. Provide step-by-step guidance to customers for troubleshooting their internet or device problems. Interpret line tests, signal readings, and network health indicators. Log all customer interactions and resolutions in CRM or ticketing systems. CHARACTER REFERENCES Kyle Cielos | CSR agent |- Brent Garcia | CSR agent |- Lemuel Mateo | CSR agent |- LINK: Portfolio link: https://geneconservado.my.canva.site/i-man-aspiring-virtual-assistant