Leonard Jasper V. Santos-__________
Objective
I seek a highly rewarding career and challenging opportunities where I can fully use my
skills for the success of the organization. I want to succeed in an environment of growth and
excellence to meet personal and organizational goals.
_____
Education
De-LaSalle College of Saint Benilde (2007 – 2009)
Hotel and Restaurant Institutional Management.
_____
Work Experience
Teletech (03/26/12 – 08/01/14)
Customer / Technical Support Representative
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Assisted customers in creating technical support cases and have direct contact with
Cisco engineers as well as duty managers.
Assisted customers in creating Cisco accounts including password resets.
Guided new hires regarding Cisco processes for a few weeks.
Assisted customers with basic troubleshooting like identifying the root cause of the
issue, locating hardware serial numbers.
Liaised with Cisco engineers to resolve various technical related cases
Knowledgeable with different Cisco technologies: Routing / Switching, LAN/WAN, Call
Manager, Contact Center Express, Contact Center Enterprise, Gateway Routers.
Misqueue (troubleshooting tickets that we send out to Cisco technology teams): it’s
our responsibility to forward cases to the appropriate team. Once a case gets
misqueued, it has a negative impact to the business. Lower misqueue rate means
lower cost to the business and satisfied customers.
Lowest overall Misqueue Rate (2012)
Lowest overall Misqueue Rate (June 2013 – June 2014)
Genpact LLC. (09/11/14 – 03/01/15)
Customer support specialist
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Assisted customers in creating support tickets regarding their prepaid reloadable
debit card.
MyOutDesk (03/26/15 – 02/04/16)
Virtual Assistant
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Assisted clients in calling FSBO, Expired lists
Circle Prospecting
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Real Estate in the U.S. Overview
• Real Estate Introduction, Transaction Process, History, Theory, Forms.
• REO Legal Process
• Short Sales, Short Sale Packages
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Lead Scripts
• Lead Generation
• 10 Days of Pain And Gain
• 21 Days of Gain
• Drip Campaign
• Scripts
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Internet Marketing
• Mastering Lead Management
• Internet Lead Conversion Tactics
• Search Engine Optimization
• Marketing And Generating Listing Online
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Lead Management Programs
• eEdge
• Market Leader
• Boomtown
Upwork.com
Peak Support (10/17 – 01/18)
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Guided towing companies to be on boarded to Swoop
Gave out updates and answer general inquiries via Zendesk and Intercom
Assisted Swoop partners via Talkdesk
Digital Technology LLC. Technical Support Specialist (08/16 – 09/17)
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Technical support for Quikscribe.com and all Quikscribe software
Creating and troubleshooting tickets
Email support
SAAS Customer service specialist (03/16 – 04/16)
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Answered clients general inquiries
Assisted in sorting emails
Real Estate follow-up and inside sales (04/16 – 06/16)
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Assisted in calling expired, FSBO leads
Stock Manager (05/16 – 06/16)
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Assisted in tracking real estate firm stocks
First line support for clients with real estate firm stocks
Meebi
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Answer customer service emails
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Locate and track packages
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Make changes to orders – per customer request
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Other assigned customer service duties
CloudAlly (04/05/18 – 02/15/19)
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Technical support for Cloudally.com
Assisted clients via email and phone
Liaised with our programmers to resolve various technical related cases
Gazuros LLC (03/27/19 - 03/31/21)
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Answered customer service emails
Aitken LLC (05/10/19 - 03/12/20)
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Order Fulfillment
Answered customer service emails
Match Freight Lines (03/15/21 - 10/12/21)
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Helped clients in booking a truck
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Assited clients in filing a claim for lost and damaged shipments
Strengths
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Leadership Skills – I’m good at setting the pace for a certain group and can motivate
people very easily.
Tech Savvy – Got in-depth knowledge about troubleshooting technical and hardware
related issues / concerns.
Multitasking – able to do multiple tasks at the same time with accuracy
Assertive – Confident without being arrogant.
Cooperative – I can work well with others.
