Joyce Anne G. Florendo

I am a Technical Support Engineer with over ten years of experience in the Business Process Outsourcing (BPO) industry. I specialize in delivering efficient, client-focused support and ensuring smooth technical operations in fast-paced environments. My background has equipped me with the skills to manage complex technical issues, support customers with empathy, and provide timely resolutions that drive satisfaction and trust.

I am enthusiastic, organized, and resourceful. I bring a positive, can-do attitude to every task, and I balance working independently with being a strong team player. My approach to work is centered on client needs. I ensure that deliverables are completed on time or earlier, thereby exceeding expectations.

What I offer as a Technical Support Engineer:

• Respond to customer inquiries via chat or email within the established service level agreements (SLAs).
• Take time to fully understand issues before proposing solutions.
• Build rapport and communicate clearly with customers.
• Diagnose and troubleshoot both hardware and software problems.
• Follow up with clients to confirm resolution and satisfaction.
• Manage multiple cases simultaneously without compromising quality.
• Provide support for the rollout of new tools or applications.

Tools and platforms I work with:

• Salesforce, ServiceNow, and LiveAgent for customer management.
• SharePoint for document collaboration.
• Shopify for e-commerce support.
• AgoraPulse for managing Instagram, Facebook, and LinkedIn.
• Notion and Slack for team collaboration.
• Microsoft Office (Word, Excel, PowerPoint).
• Google Workspace (Docs, Sheets, Slides, Calendar, Gmail, Drive).

My commitment is to deliver consistent, high-quality service and to go the extra mile in every task I handle. I believe that trust is built through reliability, transparency, and results, which is why I aim to establish long-term partnerships with clients.

If you are looking for someone who can resolve technical challenges, provide excellent customer experiences, and ensure operational continuity, I am confident I can help. I am always ready to contribute my skills, adapt to new tools, and support your business goals.

Let’s connect and discuss how I can add value to your team.

Joyce