KRISTOPHER JOHN ROXAS RELANO
#38 Diamond St. Northview 1 Batasan Hills
Quezon City
Mobile #:-
Email:-
SUMMARY/SKILLS:
Have been working in the BPO and ITO industry for more than 6 years now
and I have enhanced my social skills, customer service skills, leadership skils
and patience in handling individual people. I would be able to provide any
company the loyalty , integrity, hard working, dedication, motivation, and
easily adjust to any changes my work provides.
Skills:
Active Directory,Adobe Photoshop, MS Word, MS Excel, MS
Powerpoint, C++, Adobe Dreamweaver, Cobol, Java Programming,
HTML, and Cisco.
WORK EXPERIENCES:
UHG
October-(Present)
Position:IT Analyst
● IT Helpdesk
● Problems encountered are mostly computer issues like MS Outlook, MS
Office, computer troubleshooting, etc.
Hewlett-Packard
April-(Current)
Position: Level 2 Global Service Desk Engineer
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IT Helpdesk
Problems encountered are mostly computer issues like MS Outlook, MS
Office, computer troubleshooting, etc.
Users are handled are majority from South Africa, United Kingdom and
Australia.
Callbacks to users and check if there problems are already resolved.
Check open tickets of L1.
Process emails and voice calls.
South Africa Travel for Knowledge transfer (2 months)
- We were sent to South Africa for knowledge transfer so that the
service desk here in Manila could easily transition the account.
Telus International Phils., Market-Market
Position title: Xbox Tech Lead
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Managing and enhancing the performance of each agent
Monitor and enhance the performance of the team in the areas of
productivity, following documented processes, customer satisfaction,
schedule adherence, and employee satisfaction/development.
Enhance the goal of quality support by providing individual coaching
feedback sessions and weekly one-on-ones that focus on improving
customer satisfaction, communication skills, and technical ability.
Supervisor may communicate directly with customers on recovery issues.
Maintains composure in critical situations and communicates well with
both internal and external employees
Provide operational and administrative support
Proven ability to manage reporting and analysis
Demonstrated passion for the Xbox product and delivering positive
Customer experience
Deep Understanding and experience with internet technologies and
features as appropriate to assigned LOB
Understanding of Microsoft quality program
Proficient in all technical and call management skills specific to
assigned LOB (Xbox Console and Games)
Ability to accumulate, evaluate and communicate performance data
consistently and objectively
Ability to deliver bad news and recommendations for improvement
Leadership Trainings Attended:
1. Maximize Yourself (Workshop on Time and Stress
Management)
2. Embracing Change (Managing Personal Transitions)
3. Making a Difference: Exceeding Customers Expectation
4. Brand Me: Personal Visioning
5. Achieving Win Win Situations: Being a Team Player
6. Growth Begins Within Enhancing your Confidence.
Ambergris Solutions Inc.
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Take escalated calls from agents regarding mentor calls, inquiries
while following guidelines in resolving and satisfying the customer.
Handled multiple Microsoft xbox accounts like xbox V1, xbox live, xbox
360HW, xbox save and billing.
Able to conduct product refreshers with tier 1 agents.
Works well independently, completes assigned tasks without reminders
and works productively and professionally.
PERSONAL DATA
Date of Birth: September 23, 1982
Place of Birth: Panit-an, Capiz
Nationality: Filipino
Religion: Roman Catholic
Civil Status: Married
EDUCATIONAL BACKGROUND
Tertiary: AMA Computer University -)
Bachelor of Science in Computer Science
Project 8, Quezon City
Secondary: International Philippine School
Al-khobar, Kingdom of Saudi Arabia
Primary: Santa Maria Catholic School
Iloilo City
