KIMWELL TANDOC-| - | Angeles City, Pampanga 2009
Professional
Summary
Skills
Three-year chat and phone performer meeting and exceeding targets. Two-year subject matter expert multitasking
administrative and supportive tasks to the whole team. Three-year detail-oriented operations supervisor good in
developing people to exceed targets and achieve more. Seasoned designated email support representative with a
demonstrated track record in customer service and strong technical skills. Prevailed in resolving complex issues via email,
improving customer satisfaction, and maintaining high- quality supports standards. Can work accurately in a fast-paced
environment with or without supervision, within a team or as an individual.
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Critical thinking & problem-solving skills
Interpersonal skills
Teamwork and organization
Communication
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Flexibility
Detail oriented
Data analysis &Report Delivery
Scheduling
Work
Experience
Email Support
09/2024 – 04/2025
MegaPhone Media – UGG Australian Collection
• Resolve customers’ pre and post sales inquiries.
• Validate and escalate cases to the Manufacturer, Warehouse, and Finance team, whichever is appropriate.
• Document all contacts for records keeping and trend checks.
• Reach out to customers providing feedback whether positive or negative.
• Validate risk and/or fraudulent orders to minimize damage to the company.
Operations Supervisor
02/2020 – 01/2023
Majorel IT Services | Clark
• Take ownership of escalated cases and/or supervisor calls/chats,
• Scheduling and timekeeping of each team member.
• Drive performance and learning on each team member.
• Manage compliance to company policies, standards, and requirements.
• Provide reports required higher management for decision making.
Subject Matter Expert
08/2018 – 02/2020
Sutherland Global Services | Clark
• Drive resolution and performance.
• Disseminate information and updates.
• Impart due product and process knowledge.
• Take ownership of escalated cases and/or supervisor calls/chats.
Consultant
10/2015 – 08/2018
Sutherland Global Services | Clark
• Intake inbound calls and/or chats for customers inquiring pre and post sales concerns.
• Intake inbound calls and/or chats for customers who needs technical assistance.
• Provide resolution to all concern inbound customers have.
• Educate confused customers how their subscription’s billing mechanics are.
• Assist customers in choosing the right product based on their provided needs.
Education
Bachelor of Science: Information Technology
• Saint Louis University | BSIT School of Computing and Information Sciences
Applications /
Tools
Proficiency
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Microsoft Word, Excel, PowerPoint, Outlook App & WebApp.
Shopify, ShipHero, AfterShip
Google Docs, Google Sheet, Google Slides, Google Drive, Canva
Teams, Skype, WhatsApp, Slack, TimeDoctor
LogMeIn Remote Access, Chrome Remote Access, Microsoft Quick Assist
Cisco AnyConnect, OKTA, RSA Secure ID, Global Protect
Customer Assistance Portal, Microsoft DfC, SolveIT Ticketing Services
LivePerson, LiveEngage, Genesys & Puise, Microsoft PowerBI
Kronos Time & Attendance, Iroz Timekeeping, JeonSoft Payroll
01/2015
