Jeff Lucena

Jeefren B. Lucena #14 San Pedro St., San Dionisio Village, UPS 5, Sucat, Paranaque City- |-HIGHLIGHTS • • • • • 10 years of combined customer service and technical support experience in the BPO set-up Exposure to providing Coaching, Team support and publishing daily EOD report Owns a positive attitude towards feedback Disciplined in meeting work schedules Has the ability to adjust and learn in a short period of time SKILLS • • • Hardcore computer troubleshooting such as BSOD and unbootable computer issues Highly knowledgeable of the Microsoft Operating System, virus removal and fixing common issues Skills in customer service WORK EXPERIENCES COGNIZANT TECHNOLOGY SOLUTIONS February 16, 2015 – February 13, 2016 Supervalu - IT Helpdesk Senior Processing Executive • Handles all forms of technical support for the retail department from the simplest to the most complex issues such as password reset, connection problem, reimaging of cash registers, etc. SUTHERLAND GLOBAL SERVICES December 2010 – June 2014 Microsoft Voice Answer Desk Technical Support Representative • Provides support to in-warranty & out of warranty cases • Supports all windows operating system issues including Virus and Tune Up concerns. • Upsells Microsoft products and services Symantec Norton Live SME Apprentice • Handled Level 2 supervisor escalations of dissatisfied customers in the absence of the Team Lead • Responsible in providing Level 2 troubleshooting to team mates • Responsible in preparing the team’s End of Day Report • Conducted outbound calls to confirm resolution of the issue and measure customer’s satisfaction level for CSAT purposes. Technical Support Representative • Assisted Pay-for-Support customers on product and PC related issue Page 1 of 2 TELUS PHILIPPINES August 2010 – December 2010 XBOX Technical Support • Provided support to console technical issues • Handled account –related concerns BILLBOARD TEXT INCORPORATED November 2005 – July 2010 Chat Operator EDUCATION Colegio De San Juan De Letran AB Political Science Undergraduate AWARDS and RECOGNITIONS Top Performer of the Quarter Cognizant Technology Solutions April 2015 CSAT Master for garnering the Highest CSAT score in 2012 Symantec Norton Live June, August and October, 2012 QA Performer for mastering 100% QA Score Symantec Norton Live October 2012 Page 2 of 2