John Christian Ardosa

JOHN CHRISTIAN S. ARDOSA 6 Banaba St, Zone 6 South Signal Village, Taguig City-- PROFESSIONAL SUMMARY Goal-oriented customer service professional with more than 7 years of experience. Able to handle high volume of customer calls and emails in a fast-paced environment under minimum supervision, while maintaining highest quality of consumer service. Proficient in prioritizing and completing tasks in a timely manner, yet flexible to multitask when necessary. Comfortable in interacting with all levels of the organization and public. Able to make decisions independently and quickly with minimal escalations. Areas of expertise include: Microsoft Office (Excel, PowerPoint, Word) Microsoft Operating Systems (7, 8.1, 10) Linux Operating Systems (Ubuntu, Linux Mint, CentOS 7) Desktop and Laptop Assembly/Disassembly Programming Skills (Bash, Python, JavaScript, HTML, CSS) Django (Python-based Web Framework) Relational Database (MySQL, PostgreSQL) Familiarity in using Docker, Jenkins, Ansible CAREER PROFILE Consumer Information Specialist – Henkel Asia Pacific Service Center, Makati City June 24, 2015 – October 5, 2018 Answering calls from consumers mostly about product usage, issues, availability and orders. Answered average of 40 calls per day and up to 70 emails per day. Quality checked letters we sent to customers ensuring correct format, styling and content. Managed product resource center/knowledge base. Whenever a new product comes out, its information and properties will be added to this knowledge base to ensure that all specialists are notified of the new product and are calibrated as to how they can assist customers who are using it. Handled call escalations mostly regarding product issues and damages to property. Communicated directly with onshore partners regarding new products, process changes, escalations and others. Customer Service & Technical Support Representative – [24/7] Customer Philippines, Inc., Makati City April 25, 2013 – February 27, 2015 Handled two accounts: Mobile Technical Support (Optus) and Technical Support Representative (Time Warner Cable) Helped customers in email setup and configuration, SMS troubleshooting and mobile data issues Documented and escalated Optus technical issues, and work with other departments in order to resolve issues as quickly and efficiently as possible Successfully achieved Time Warner Cable's call handle requirements as measured by periodic call monitoring and individual call statistics Assisted customers with requests ranging from scheduling appointments to billing matters and the sale of additional or bundled products. Resolved complaints and escalations efficiently Answered average of 40 calls per day Handled customers in the Northeast region (Particularly New York, Portland, New England areas) Technical Support Representative – Teleperformance, Makati City Dec 12, 2011 – January 2, 2013 Worked for two accounts as Inbound Customer Service (Bioware) and Technical Support Representative (Electronic Arts Games) Provided first contact resolution to Bioware customer issues via chat, e-mail and phone Delivered timely and accurate responses to customer questions and requests as determined by internal SLAs Maintained security and confidentiality of BioWare’s customers account information Assisted EA Games customers in their gaming and subscription inquiries Provided front-line support for roughly over 2,000,000 online gamers worldwide playing Bioware’s MMORPG (Massively multiplayer online RPG) Star Wars: The Old Republic. Handled customer in-game tickets regarding various issues/concerns with a minimum of 100 tickets per day resolved/escalated. Universal Resolution Specialist – TeleTech Bacoor Service Delivery Centre, Cavite May 30, 2011 – Dec 16, 2011 Provided technical support to Clearwire customers internet and VOIP issues Assisted customers in troubleshooting wireless broadband, IP services, wireless networking devices and other Clearwire Hardware devices Assisted customer in billing inquiries and services; processed customer billing disputes e.g. misapplied payment, double billed, and incorrect plan rates. Documented and tracked customer issues and resolutions and proactively identified the trends to avoid recurrence of the case Customer demographics includes residential customers and small businesses customers EDUCATIONAL BACKGROUND AMA Computer College Las Piñas AC & Sons Building, Alabang - Zapote Road, Las Pinas, Metro Manila June 2006 – May 2019 Bachelor of Science in Computer Engineering Mother Theresa School Molino III, Bacoor City, Cavite June 2002 – March 2006 CHARACTER REFERENCES Mercy Caba Financial Planning and Analysis Advisor Cardinal Health International, Philippines- Bryan Ramos- Team Lead – NA Consumer Information Center Henkel Asia Pacific Service Centre, Makati City