Hemylyn Vinuya Aparato

HEMYLYN APARATO To secure a responsible career opportunity where I can fully ...-- San Jose, Angeles City, Pampanga, 2009 Angeles City November 24, 1985 Female Filipino SKILLS Familiarity with SaaS Familiarity with CRM tools Zendesk Salesforce internet and network troubleshooting Multitasking ability Customer Service Technical Support Data Entry Email management Remote access troubleshooting Chat Support Invoicing EDUCATION B.S in Business Administration Tarlac State University, Tarlac City Major in Financial Management Jun 2002 - Apr 2006 EMPLOYMENT Customer Service and Technical Dec 2017 - Apr 2023 Support Representative REIMAGE PHILIPPINES INC. ( formerly TopData Global IT Solutions), Angeles City, Pampanga Line of business: World’s leading VPN provider. Universal Support Agent assisting customers via live chat using Snap Engage live chat tools and email via Zendesk Management tool. Trained with multi-tasking abilities, utilizing all technical and CSR tools when assisting 4-5 simultaneous chats and emails at the same time. Provide exceptional customer service to users of the VPN service. Assist customers with troubleshooting technical issues related to the VPN software or connection in all supported platforms such as Windows devices, Linux, Chromecast, Mac OS, iOS, Android, Smart and Apple TV, Gaming consoles, and supported routers. Perform remote-access troubleshooting with the use of the Log Me In Remote Access tool. Sales, Retention, Accounts Billing. Guide customers through the installation and configuration process of the VPN software on various devices and operating systems. Resolve customer complaints or issues in a timely and satisfactory manner. Collaborate with Devs and Engineering team to escalate and resolve complex technical problems, outages, and maintenance. Data entry, email management, and ticketing v Zendesk Document and maintain records of customer interactions, inquiries, complaints, and resolutions. Continuously improve knowledge and skills through training Financial Analysis Documentation and Service Delivery Ticket management Slack Gorgias Asana Shopify SaaS and self-learning to provide better support to customers. Customer Service and Technical Sep 2015 - Dec 2017 Support Representative Arvato Bertelsmann ( Majorel), Angeles City, Pampanga Line of Business: Microsoft gaming consoles. Responding to customer inquiries: This includes answering phone calls, emails, and live chat messages from customers who have questions or concerns about their Xbox console. Troubleshooting technical issues: Assisting customers in resolving technical problems they may encounter with their Xbox console, such as connectivity issues, game freezing, or error messages. Providing product information: Educating customers about the features, functionalities, and specifications of Xbox consoles, games, and accessories. Assisting with account management: Helping customers with account-related tasks, such as creating or resetting passwords, updating personal information, and managing subscriptions. Processing returns and exchanges: Assisting customers with return and exchange requests for faulty or damaged Xbox consoles or accessories, and providing instructions on how to initiate the process. Escalating complex issues: Identifying and escalating more complex technical issues to higher-level support or engineering teams for further investigation and resolution. Maintaining accurate records: Documenting customer interactions, issues, and resolutions in a customer relationship management (CRM) system or ticketing system. Providing exceptional customer service: Ensuring that customers receive a positive and satisfactory experience by actively listening to their concerns, empathizing with their frustrations, and providing appropriate solutions in a timely manner. Level 1 Tech Support and Customer May 2014 - Sep 2015 Service Convergys, Angeles City, Pampanga Line of Business: One of the US Internet Service Providers • Assisting with account setup and activation: Guiding customers through the process of setting up their internet service, activating their modem or router, and configuring their devices to connect to the internet. • Troubleshooting connectivity issues: Helping customers diagnose and resolve internet connectivity problems, such as slow speeds, intermittent connection, or complete loss of internet access. • Providing technical support: Assisting customers with troubleshooting various technical issues related to their internet service, including email setup, DNS configuration, firewall settings, and network connectivity problems. • Educating customers: Providing customers with information about their internet service, including available features, data limits, and troubleshooting tips to help them resolve common issues on their own. • Handling customer complaints: Resolving customer complaints and concerns in a professional and timely manner, ensuring customer satisfaction and retention. • Answered pre-sale inquiries • Document interaction using Salesforce. • Documenting customer interactions: Maintaining accurate and detailed records of customer interactions, issues, and resolutions in a customer relationship management (CRM) system or ticketing system. Technical Support and Customer Sep 2012 - Feb 2014 Service Sutherland Global Services, Tarlac City, Tarlac Line of Business: One of the top Antivirus program Assist customers via live chat using Live Person chat support tool • Responsible for answering all customer queries regarding Norton Antivirus. • Offering step-by-step troubleshooting solutions to fix customer issues. • Troubleshooting technical issues: Assisting customers in resolving technical problems they may encounter with their Norton Antivirus software, such as installation errors, virus detection issues, or software compatibility problems to all supported platforms such as Windows devices, Linux, Chromecast, Mac OS, iOS, and Android. • Process account verification, billings and payment, and account update • Process refund and retention. • Providing product information: Educating customers about the features, functionalities, and benefits of Norton Antivirus software, including information about different subscription plans and renewal options. • Perform remote access troubleshooting using the Log Me In remote access tool if needed. •Guiding customers through installation and setup: Assisting customers in downloading, installing, and configuring their Norton Antivirus software on their devices, including providing guidance on best practices for optimal protection. • Providing guidance on virus removal: Assisting customers in removing viruses, malware, or other security threats from their devices using the Norton Antivirus software. • Updating virus definitions and software: Guiding customers on how to update their Norton Antivirus software to ensure they have the latest virus definitions and software patches for enhanced protection. • Maintaining accurate records: Documenting customer interactions, issues, and resolutions in a customer relationship management (CRM) system or ticketing system. Financial Customer Support Representative Sutherland Global Service, Tarlac City, Tarlac H&R Block Bank Seasonal Account 2011 - Mar 2012 • Assisting with account inquiries: Helping customers with questions about their account balances, transaction history, interest rates, and other account-related information. • Providing technical support: Assisting customers with troubleshooting technical issues related to online banking, mobile banking applications, ATM transactions, and other digital banking platforms. • Assisting with transactions: Guiding customers through various banking transactions, such as deposits, withdrawals, fund transfers, bill payments, and loan applications. • Resolving customer complaints: Addressing and resolving customer complaints and concerns in a professional and timely manner, ensuring customer satisfaction and retention. • Educating customers: Providing customers with information about the bank's products and services, including credit cards, loans, savings accounts, and investment options. Additionally, educating customers on how to use self-service banking options and digital tools effectively. • Fraud prevention and security: Assisting customers with inquiries related to fraud prevention, identity theft, and security measures. Educating customers on best practices for protecting their accounts and personal information. • Monthly billing liquidation •Cross-selling products and services: Identifying opportunities to promote and cross-sell additional bank products and services that may benefit customers based on their financial needs and goals. Financial Analyst Jul 2006 - Aug 2008 Metrobank Trust Banking Group Company, Makati City The job was to analyze financial data by collecting, monitoring, and creating financial models for decision support. Improve financial status by analyzing results; monitoring variances; identifying trends; recommending actions to management. Assisting with annual and quarterly forecasting.