Lennard Copones

LENNARD D. COPONES PROFILE CONTACT --397 Pasig St. Brgy. 25 Maypajo Caloocan City EDUCATION 2016 - 2018 NATIONAL UNIVERSITY Dedicated and results-driven Technical Support Specialist with 4 years of experience in the telecommunications industry, including 3 years as a Subject Matter Expert in a leadership role. Proven ability to handle high-level escalations and supervisor request calls with professionalism and efficiency. Experienced in supporting frontline agents through regular coaching, performance monitoring, and delivering actionable feedback to improve call quality and customer satisfaction. Skilled in managing team deliverables, maintaining service level agreements, and fostering a collaborative and high- performing team environment. Committed to driving operational excellence and contributing positively to team and company success. WORK EXPERIENCE Maintained cleanliness and sanitation of the kitchen area in compliance with health and safety regulations. Ensured all food prepared and served met or exceeded quality and presentation standards. Accountancy and Business Management 2018 - 2022 NATIONAL TEACHERS COLLEGE Progressed from Technical Support Representative to Subject Matter Expert, handling escalated calls, mentoring agents, and ensuring high-level issue resolution and customer satisfaction. Supported front-line teams through real-time guidance, process clarification, and regular coaching to improve performance and technical proficiency. Managed team performance metrics, aligned deliverables with KPIs, and promoted a collaborative, improvement-focused team culture. SKILLS Zendesk, HubspotJira, Salesforce) Virtual Assistant,Client Support Executive Experienced in Hotel Distribution Intelligence, specializing in rate parity monitoring, market visibility analysis, and distribution health management across OTAs and brand channels using Fornova systems. Skilled in data accuracy assurance, client support, and technical troubleshooting, ensuring timely and effective resolution of pricing and system-related issues. Strong cross-functional collaboration and analytical capabilities, with expertise in pricing logic, LOS analysis, and performance metrics such as the Distribution Health Score (DHS). Google Calendar Data Analysis & Interpretation Customer Relationship Management English Filipino Aug 2025- Present Fornova Atlas Telegence MS Office LANGUAGES April 2021 - August 2025 Technical Support Concentrix Bachelor of Science in Accountancy CRMorTicketing Tools (e.g., 2019 - 2020 Kitchen Crew KFCFast FoodIndustry REFERENCE Jan Carlo Jole Jole Supervisor Technical Support Yanice Coleen Diaz Business Development Rep. Phone: - Phone: - Email : - Email : -