Jocelyn Atendido

Jocelyn Atendido 53 Dona Justina st., Filinvest East Subd., Antipolo City 1870 Mobile No.:- Email:- Objective I am a friendly, loyal and clearly dedicated individual who has the ambition to succeed in any given environment. I love to learn and am always up to a challenge whatever the situation. I get along well with others, also work efficiently on my own. I am seeking a position where I can develop and excel while giving my best. Work Experience Scribie.com Title: Transcriber November 13, 2017 to Present Job Description: ✦ Transcribing audio files to text. ✦ Follow recommendations and guidelines. ✦ The focus of transcription is always on accuracy and not on styles. ✦ Submit the file within two hours for review and grading. Convergys Malaysia (Philippines Branch) Title: Technical Support Account: Orcon March 11, 2016 to Present Eastwood, Quezon City Job Description: ✦ Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures. ✦ Assist users of the technical services; identify, investigate, research and provide resolution to user questions and problems. ✦ Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer. ✦ Clarify customer requirements; probe for understanding. ✦ Troubleshoot basic to complex customer issues that are technical in nature; including hardware and networking, or other designated client products. ✦ Solve problems that are generally unstructured and require extensive use of conceptual thinking skills. ✦ Prepare complete and accurate work including appropriately notating accounts as required and creating tickets for escalation. ✦ Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers. ✦ ✦ ✦ Log all incoming calls and accurately complete case notes in the call tracking database. Participate in activities designed to improve customer satisfaction and business performance. Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) Synnex - Concentrix Title: Technical Support | Customer Service Representative Account: Dish network June 25, 2015 to Dec. 15, 2015 Eastwood, Quezon City Job Description: ✦ Supports Tier 1 technical support and customer service phone support for external customers. ✦ This support can be but is not limited to, entertainment services and products, hardware systems/accessories, and customer service inquiries regarding technical support, billing, and general information requests. ✦ Provide quality technical support service through a one-contact resolution to establish a long-term customer relationship. ✦ Accurately respond to questions and assist customers (internal and external) with product features, installation, setup, and troubleshooting and hardware operations primarily via phone. ✦ Assist customers with their billing and payments as needed. ✦ Sell multiple entertainment products and services as well as hardware systems and accessories. Sutherland Global Services, Inc. Title: Technical Support | Part Sales | Subject Matter Expert Account: Lenovo Computers, Inc. April 9, 2012 to April 30, 2015 P. Tuazon Ave., Cubao, Q.C. Job Description: ✦ Responsible for answering, resolving customer issues ✦ Identify and relate to various customer needs and scenarios ✦ Isolate software issues from hardware problems ✦ Provide customers resolution/consultation with cutting-edge solutions in a friendly, confident and knowledgeable manner ✦ Remain updated in client and industry-led processes, technology applications, utilities, and products ✦ Utilize various client-based tools and applications for customer management and servicing ✦ Create a depot repair service for parts replacement based on warranty coverage ✦ Transfer customers to appropriate departments when required ✦ Offer a warranty extension ✦ Provide hardware information and specifications ✦ Send parts for replacement for in-warranty customers ✦ Process hardware parts sales. ✦ Conduct data entry, documentation, and case management ✦ Work and partner with others within a team-based environment ✦ Achieve and maintain required metrics and goals GCS Agents Asia Pacific, Inc. Title: Customer Service Representative | Subject Matter Expert Account: Office Depot Inc. August 29, 2011 to March 27, 2012 IBM Plaza, Eastwood, Quezon City Job Description: ✦ Answer phones and respond to customer request. ✦ Sell products and place customer orders in computer system. ✦ Provide customers with product and service information. ✦ Upsell products and services. ✦ Transfer customer calls to appropriate staff. ✦ Identify, research, and resolve customer issues using the computer system. ✦ Follow-up on customer inquiries not immediately resolved. ✦ Complete call logs and reports. ✦ Research for billing issues. ✦ Research misapplied payments. ✦ Recognize, documents and alerts the Supervisor of trends in customer calls. ✦ Recommend process improvements. ✦ Performs other duties assigned. Teletech Inc. Title: Technical Support Representative Account: Telstra - Big Pond Jan. 24, 2011 to July 7, 2011 Robinsons, Cainta, Rizal Job Description: ✦ Resolve issues on activating wireless devices. ✦ Provide end to end customer service to Telstra customers. ✦ Assist customers with their internet connectivity problems. ✦ Take full ownership to resolve customer queries and deliver what matters to the customer on the first call. ✦ Resolve ADSL and Wireless connectivity concerns. ✦ Proactively identify and raise areas for process/policy improvement through the appropriate channels to prevent further customer issues. ✦ Integrate key learning into operations to help support customer advocacy. Sitel Phils. Title: Email Support | Customer Service Representative | Retention Account: Blockbuster, Inc. Sept. 15, 2008 to Dec 17. 2010 Wynsum Bldg., Pasig City Job Description: ✦ Assists customers effectively in solving customer disputes. ✦ Resolve shipping concerns. ✦ Saves customers from canceling their account. ✦ Provides better options to why it's best to stay with the company. ✦ Provide accurate response and resolutions through email. E-Connect Asia, Inc. Title: Sales Representative and Chat Support Account: Debt Consolidation Program and Dish Network Dec. 5, 2007 to Aug. 27 2008 Raffles Bldg., Ortigas, Pasig City Job Description: > Debt Reduction Program ✦ Offers prospective clients get out of debt. ✦ Provide information on the service being offered at no cost. ✦ Schedule phone appointments. > Dish Network Sales ✦ Offer a subscription to provide a better viewing experience for a lower cost. ✦ Provides information on the service being offered. Call First Worldwide Solutions, Inc. Title: Appointment Setter Account: Time Share May 22, 2007 to Sept. 17, 2007 Raffles Bldg., Pasig City Job Description: ✦ Invite clients for a 90-minute sales presentation. ✦ Schedule clients for a sales presentation. ✦ Reserves a gift for the client that will attend the presentation. Education Saint Paul University, High School, Quezon City- Centro Escolar University, Bachelor of Science in Medical Technology, Manila- System Technology Institute, Computer Programming, Quezon City- Skills ✦ Knowledgeable in Microsoft Word and Excel; and Microsoft Outlook Express ✦ Knowledgeable in Operating System, namely: Windows XP, Vista, 7, 8, 8.1 and 10. ✦ Knowledgeable in troubleshooting ADSL, VDSL, Fibre and, VOIP connectivity issues. References Karl Montalvo Team Manager Convergys Malaysia Mobile no.:- Shylla Lee Kanapi Team Manager Convergys Malaysia Mobile no.:- Kathy Lopez Team Manager Convergys Malaysia Mobile no.:- Aina Eleni Coronel-Lansangan Orcon Trainor Convergys Malaysia Mobile no.:-