Jennifer Anne Villadolid

JENNIFER ANNE VILLADOLID Customer and Technical Support / Subject Matter Expert / Account Manager / IT Helpdesk / Team Lead / FB ads Manager Parañaque 1711- years as Technical support Representative, 3 years as Tier 2 support for Salesforce.com, 2 years as Customer Support, Account Manager and Customer Service Lead, and have been part of the IT Helpdesk team and have worked as a Solutions Consultant. Willing to relocate to: Taguig - Alabang - Mandaluyong WORK EXPERIENCE Solutions Consultant Go2 - Remote July 2019 to May 2020 Go2 is a company that hires dedicated staff to be endorsed to clients. I am part of the ShopMessage team. We handle user reported issues, assist in identifying bugs and as part of the core team, we formulate processes which would be essential in assisting users and the team. I also create Facebook ads for managed and Enterprise users, and send data reports for their month over month progress. Software Support Engineer JustLogin - Remote January 2019 to July 2019 JustLogin is an HR system where you can process payroll, expenses, leaves, surveys and manage your staff. The job is basically to be the point of contact of the people who use our mobile app as well as the site. We assist them by walking them through how to use the system as well as identify bugs that hinder the whole process. Customer Support / Account Manager / Customer Service Lead Clicksend SMS - Remote February 2016 to February 2018 We handle user inquiries via chat / email regarding their services (SMS / FAX / MMS / Email Marketing / Post / Text to Speech) We also manage accounts / leads and follow up to check if there's anything they need or if we need to modify / personalize their dashboard. As the Customer Service Lead, I was also responsible for keeping the support team intact and up to date with all the changes in the process and service. I coach agents whenever I see areas of improvement or if their stats don't meet the standards, as well as conduct once a month calibration for the entire support team. I was also responsible for updating the help articles and training guide to ensure that onboarding a new hire will be a smooth process. Senior Product Support Engineer / Subject Matter Expert / Team Lead Track Trainee HCL Technologies - Salesforce August 2013 to April 2016 We handle Salesforce for Outlook issues (installation, and errors) / Exchange Sync (setup and errors.) Troubleshoot CTI (Computer and Telephony Integration) concerns like installation and integration errors. We also assist in email delivery issues like bounced emails and blocked emails, email relay configuration, email-to-case setup and troubleshooting. As a Team Lead Trainee, I helped our Team Manager handle escalated cases and monitor the team's CSAT and QA scores. I also send the team’s EOD stats report, assist in coaching the agents and was the team’s Subject Matter Expert too. Technical Support Representative L2 (Subject Matter Expert) Sitel Philippines - HP Image and Printing Group July 2011 to January 2012 We help agents provide a solution to technical issues. The Agent Support Group is a group of Technical Mentors for HP. We are the first point of escalation when the front line agents have tried all the possible troubleshooting steps indicated in the knowledge base. Our main role is to provide support to the front line agents when it comes to the technical side of the job. Technical Support Representative-Tier 1 / Subject Matter Expert Teletech - CLEAR / Clearwire October 2010 to June 2011 We provide support to customers of an Internet Service Provider in the United States. The company's name is Clearwire. It is a wireless Internet service like Wiitribe here in the Philippines. We help customers troubleshoot their issues with Internet connection. After a month of training with the client, I became a Subject Matter Expert and assisted our Team Leader with escalations, as well as monitoring the team’s Average Handling Time and QA score. Technical Support Representative-Tier 1 Telus International Philippines - XBOX 360 August 2009 to September 2010 We support Xbox 360 console issues such as overheating, hardware failures, disc unreadable issues and password related concerns. Xbox customers have lots of concerns about the console but those mentioned are the most common issues. We also process repair orders for consoles that could not be fixed by basic troubleshooting. Technical Support Representative-Tier 1 Sutherland Global Services - AT&T Uverse November 2008 to July 2009 AT&T Uverse is a bundled service which includes phone, Internet (wired and wireless) and Cable T.V. We have one main modem/router - gateway which is the "heart" of the service. We support all of the customer's concerns whether it is cable T.V., wireless and wired Internet connection or phone. EDUCATION BSBA in Marketing Management Santa Isabel College June 2006 to March 2008 Bachelor of Science in Public Relations in Taft Avenue Santa Isabel College June 2005 to October 2005 SKILLS • • • • • Account Management (2 years) Customer Service (10+ years) Technical Support (8 years) Training (2 years) Management (2 years) CERTIFICATIONS AND LICENSES Salesforce Certified Administrator September 2013 Salesforce Certified Advanced Administrator December 2013 Salesforce Certified Force.com Developer January 2014 Salesforce Certified Platform App Builder January 2016