Leo Angelo O. Avelino

14 Dao St. T&CEV Marcos Hwy Antipolo City, Rizal Phone - E-mail- Leo Angelo O. Avelino Objective Education To be able to get a work from home job and broaden my knowledge in integration and other software environments. [ 1991 - 1997 ] Elementary ● n/a Lorenzo Ruiz De Manila School Cainta, Rizal [ 1997 – 2001 ] High School ● n/a Lorenzo Ruiz De Manila School Cainta, Rizal [ 2001 – 2001 ] Centro Escolar University BS - management ● Incomplete 2nd semester [ 2002 - 2002 ] World Citi Colleges BS - Nursing ● Incomplete 1st semester Mendiola, Manila Aurora Blvd., Quezon City [ 2003 – 2004 ] Ama School Of medicine BS - Nursing ● Incomplete 1st & 2nd semester Cainta, Rizal Interests and activities Photography, content creation (online videos), PC troubleshooting Languages Fluent in Tagalog and English Work experience [ Oct. 2005 – Nov. 2005 ] La Isla Bonita Hotel & Restaurant Waiter ● Management and Grill Assistant for other waiters [ Feb. 2006 – May 2007 ] PeopleSupport Phils Inc. Tier 1 – Customer Service Representative ● Trained for inbound and outbound agent ● Promoted to Tier 3 status Boracay Island Makati City [ May 2007 - 2010 ] PeopleSupport Phils Inc. Makati City Tier 3 – Inbound/Outbound Customer Service Representative ● Trained for email and business class internet connections ● Able to handle escalated calls, directly coordinates with US based client [ May 2010 – June 2014] Aegis PeopleSupport Inc. Makati City Tier 3 – Service Activation – Back End processing ● Responsible for understanding and completing basic circuit orders ● Provide CFA and NNI assignments for all loop requests ● Prepare and submit Access and/or Local service requests (ASR/LSR) to Carrier (ILEC) for ordering loop or DSL services. ● Communicate with Carrier for critical dates and other relevant information pertinent to installations. ● Functions as liaison between Carriers and Clients on all matters related to ordering, testing and installing. ● Responsible for scheduling and rescheduling of customer, ILEC and internal due dates. ● Provides email update support to Sales, Account Managers and/or Project Managers. ● Answers escalation emails from clients and other requests from our technical support / repair team within the account / company. [ June 2014 – Jan 2017 ] Five9 Philippines Inc. Mandaluyong City Technical Support Representative ● Responsible for SMB customers with technical issues and quesstions ● Functions as a liaison between Network engineers and customers during requests to investigate issues with the five9 software ● Identifies and provides information to customer on how to handle and troubleshoot issues in the future. ● Assists customers on implementing specific configurations on their configuration. ● provides analytical interpretation in regards to behaviours that the software produces. ● contact account managers and coordinate with them if there is an issue with the account or if a case is escalated. ● Work on IVR through Five9 Software and troubleshoot advanced configurations that the clients require ● Create IVR from blank slate and make sure that everything is working before client deployment. ● Work on email tickets that customers submit if they have an inquiry or requires assistance on setting up or deploying their five9 applications on workstations for agents. References Will Provide as requested.