Lhea Luminoque

LHEA LUMINOQUE CUSTOMER SERVICE REPRESENTATIVE/TECHNICAL SUPPORT REPRESENTATIVE EDUCATION PROFILE •DIVINE MERCY COLLEGE FOUNDATION Dedicated and knowledgeable customer service representative with over 7 years INC. Batch 2014 of experience in the telecommunications industry, specializing in mobile phones support and troubleshooting. Proven track record of delivering high-quality customer service while technical issues, enhancing experience and satisfaction. resolving driving user customer Seeking leverage SKILLS •Troubleshooting Skills: Ability to diagnose and resolve technical issues efficiently remotely and in-person. exemptional communication skills and technical proficiency comprehensive positive support customer evolving to and relationship mobile provide foster in an technology environment. •Technical Proficiency: In-depth knowledge of smartphones, operating system and telecom networks. •Multi-Tasking: Managing technical support and customer inquiries simultaneously with efficiency. CONTACT ME •Attention to Detail: Careful in handling customer data and technical specifics to - avoid error. - •Team Collaboration: Working effectively 21A Atis Road Potrero Malabon City 1475 Philippines with colleagues across departments to resolve customer issue. WORKING EXPERIENCE •24/7 CUSTOMER PHILIPPINES Customer service representative/ Technical support representative Account: Optus (AU telecommunications company) December 2023-January 2025 - Handling incoming calls, emails, and chats from customers seeking assistance. - Provide accurate information about billing, plans, promotions, and technical support. - Ensure a positive customer experience by resolving issues promptly and professionally. - Diagnose and troubleshoot technical issues affecting mobile devices, network connectivity, and other services. - Identify opportunities to upsell products and services that meet the customer’s needs. - Assist with customer retention by addressing concerns and offering solutions to keep customers satisfied with their service. - Assist customers with account-related inquiries, including billing adjustments, plan changes, and payment processing. •COLLECTIVE SOLUTIONS Customer Care Specialist Account: Roadside Assistance May 2022-October 2023 - Handle incoming calls from drivers in need of roadside assistance, ensuring a quick and compassionate response. - Gather all necessary information from the driver, including their location, type of issue, and any other relevant details. - Provide reassurance and clear instructions to ensure the safety and comfort of the driver until help arrives. - Dispatch the appropriate roadside assistance provider (e.g., tow truck, tire service, locksmith) based on the nature of the issue and the driver’s location. - Monitor the progress of the service provider, communicating updates to the driver as needed. - Assist drivers with basic troubleshooting over the phone, such as advising on how to jump-start a battery or change a tire. - Provide accurate information and guidance on what drivers can do to manage their situation safely while waiting for assistance. - Accurately document each call and roadside assistance request in the company's CRM system, ensuring all information is clear and complete. - Check in with drivers after assistance has been provided to ensure their issue has been resolved and to gather feedback on the service received. - Escalate unresolved issues or complaints to supervisory staff for further action. •SUTHERLAND GLOBAL SERVICES Customer service representative/ Technical support representative Account: T-mobile October 2021-May 2022 - Answering customer inquiries, resolving complaints, and providing technical support via phone, email or chat. - Responding to customer inquiries, troubleshooting technical issues, and providing step-bystep solutions. - Researching, diagnosing, and documenting technical issues related to software and hardware problems. - Working with product development teams to communicate customer feedback and identify recurring issues. - Staying up-to-date with the latest technology trends and updates. - Maintaining up-to-date knowledge of T-Mobile products, services, policies, and procedures to provide accurate information. - Troubleshooting technical issues, processing orders, payments, returns, and exchanges. - Educating customers on device features and benefits. •TELEPERFORMANCE Customer service representative/ Technical support representative Account: T-mobile May 2019-March 2021 - Answering customer inquiries, resolving complaints, and providing technical support via phone, email or chat. - Responding to customer inquiries, troubleshooting technical issues, and providing step-bystep solutions. - Researching, diagnosing, and documenting technical issues related to software and hardware problem. - Working with product development teams to communicate customer feedback and identify recurring issues. - Staying up to date knowledge at T-mobile products, services, policies and procedures to provide accurate information. - Troubleshooting technical issues, processing orders, payments, rerurns and exchanges. - Educating customers on device feature and benefits. •FUSION BPO TELESERVICES Customer care associates Account: Directory Assistance November 2017-May 2019 - Answering incoming calls from customers requesting directory assistance in a timely and professional manner. - Utilize specialized databases and systems to search for and retrieve accurate telephone numbers, addresses and additional information needed. - Ensure a positive customer experience by responding to inquiries with patience, clarity and efficiency. - Verify and confirm the accuracy of the information before providing it to the customers. - Stay updated on changes to database information, ensuring that the data provided is current and correct. - Assist customer with resolving issues such as locating hard to find information or clarifying unclear request. PERSONAL INFORMATION •Date of Birth: Febuary 04, 1989 •Place of Birth: Metro Manila Philippines •Citizenship: Filipino •Religion; Roman Catholic •Civil Status: Single CHARACTER REFERENCE AVAILABLE UPON REQUEST