Ma. Grace Balbin

 Ma. Grace J. Balbin 3870 Vista Real Street BAHAI Bukid Camarin, Novaliches, Caloocan City Contact No.: - E-mail address:-   OBJECTIVE To obtain a position that will utilize my skills to create a successful work environment. To be part of the development stage of one person. SEMINARS/WORKSHOPS/TRAININGS ATTENDED/ ACHIEVEMENTS      Team Lead 201 June 2018  Teletech Novaliches       Team Lead 101 March 2017  Teletech Novaliches  GLD : Customer Experience Training (CET) November 14, 2014  Teletech Novaliches  Best Buy QA Team  Ace of Aces Awardee (2011) StarTek Phils (Makati office) T-Mobile Offline Activations Top Agent (2011) T-Mobile Offline Activations Top Agent (August 2009) McAfee Certificate of Recognition McAfee Product Specific Training Certificate of Apprenticeship Central Colleges of the Philippines 200-hour office training in Practicum- March 12, 1995 Certificate of Attendance Philippine Wireless, Inc., Admin Division English Refresher Course, Personnel Dept., Training Section April 8 – May  18, 1996 Work Experience Customer Service Representative Logitech Team Lead, Teletech (Novaliches office) January 16, 2017 - present Manage Safety Tickets and make sure customers and tickets are updated on a daily basis Work with department leadership and other stakeholders to address customer support issues relating to setup, connectivity, account configuration, or product usage that cannot be resolved with standard troubleshooting. Currently leading a team for email and chat support agents handling Technical Support for computer peripherals like wireless keyboard and mice, wireless headsets, webcams, speaker system  Used Digital River, Zendesk, Talkdesk and CRM tool Accepts supervisor calls and escalations or customer complaints Coached agents with their opportunities, set action plans efficiently so agents continually grow in their roles  Administrative tasks such as a request to correct agent schedules, approving payroll, processing agent’s requests for filing their vacation leave. Tasked to answer client calls.  Handled a pioneer team to support Jaybird chat and email support Supported email inquiries and RMA for the Jaybird products    Customer Service Representative Logitech Interim Team Lead, Teletech (Novaliches office) September 2016 - January 16, 2017 Tasked  as one of the Team Leads and handled phone agents Assisted technical support representatives with their queries Administrative tasks such as a request to correct agent’s schedule, approving payroll, processing agent’s requests for filing their vacation leave. Tasked to answer client calls. Customer Service Representative Logitech Forums, Teletech (Novaliches office) March 19, 2015 - September 2016 Tasked to answer customers’ concerns regarding their peripherals products such as keyboards, mice, headsets, speaker systems, internet radio, and security camera in the Forums Community page of the Logitech website. Assisted them with some troubleshooting steps to make the Logitech products work with their computers. Tasked to answer emails for the customers who prefer to seek assistance via email if necessary.  Team POC in escalating cases and questions that need to be answered right away during a bi-monthly meeting with the Clients, Tier 2s, and Product Specialists. And to continue assisting customers as per company policy to achieve accurate information to gain customer satisfaction.          Customer Service Representative Logitech Tier 1 Customer Support, Teletech (Novaliches office) January 15, 2015 – March 19, 2015 Tasked to take in calls to answer customers’ concerns regarding their peripherals products such as keyboards, mice, headsets, speaker systems, internet radio, and security camera. Assisted them with some troubleshooting steps to make the Logitech products work with their computers. Tasked to answer emails for the customers who prefer to seek assistance via email.  And to continue assisting customers as per company policy to achieve accurate information to gain customer satisfaction.          Quality Assurance Specialist Best Buy QA Team, Teletech (Novaliches office) November 30, 2014 – December 31, 2014 Tasked to monitor and evaluate calls of agents from the United States to ensure good call handling with quality all throughout the customer’s interaction.  Tasked to send email to the agents to provide them their month-to-date call analysis monitoring and give them feedback if necessary.  Customer Service Representative Logitech Tier 1, Teletech (Novaliches office) February 28, 2014 – September 30, 2014 Tasked to take in calls to answer customers’ concerns regarding their peripherals products such as keyboards, mice, headsets, speaker systems, internet radio, and security camera. Assist them in some troubleshooting steps to enable them to make it work with their computer. Tasked to answer emails for the customers who prefer to seek assistance via email.  And to continue to assist customers as per company policy to achieve accurate information to gain customer satisfaction. Customer Service Representative T- Mobile GenCare Chat, StarTek Phils (Makati office) May 2012 – January 27, 2014 Tasked to take in chat to answer customers’ concerns regarding their billing statement and assist to some troubleshooting steps on their handset and continue to assist customers as per company policy to achieve accurate information to gain customer satisfaction. Customer Service Representative T- Mobile Offline Activations, StarTek Phils (Makati Office) January 2011 – May 2012 Tasked to activate handsets using the tools provided and update account information if needed to meet customer satisfaction and continue to assist customers as per company policy to achieve accurate information. Tasked to be POC (point of contact) and lead a Special Project to update account information as per customers’ initiative in requesting to add a feature on their account and use the service on their handsets. Customer Service Representative H & R Block, StarTek Phils (Makati office) November 2011 – February 2012 Tasked to take in calls to assist customers with their concerns on the tax refund and reimbursement and update account information if needed to meet customer satisfaction and continue to assist customers as per company policy to achieve accurate information. Customer Service Representative T- Mobile Activations, StarTek Phils (Makati Office) November -  December 2010 Tasked to take in calls to assist customers with their concerns in activating their handsets using the tools provided and update account information if needed to meet customer satisfaction and continue to assist customers as per company policy to achieve accurate information. Customer Service Representative McAfee, Sutherland Global Services (Clark office) Subject Matter Expert January 2009 – May 2010 Tasked to take in calls to assist customers with their billing concerns (credit and collections) Tasked to lead a team to supervise and assist agents and answer their queries regarding customer account information. Tasked to take in supervisory calls to answer customer complaints and meet customer satisfaction as per company policies and procedures. Customer Service Representative Target, Sutherland Global Services (Clark office) Tier 1 agent November – December 2009 Tasked to take in calls to answer customer queries on their orders made online (online shopping), tracking orders, and answering questions on the product purchased online.           Counter Personnel Fabricare Cleaners Inc January – August 2004 Tasked to assist customers requesting for their laundry to have it dry cleaned.          Telecommunicator Philippine Wireless, Inc August 1995 – August 2000 Tasked to take in calls and encode messages of the customer and sent to pagers as means of communications.                   Data Encoder Cybersoft Data Networks, Inc July 1993 Tasked to encode data and information from microfilm to a computer database and input in a yellow page used in the United States. SKILLS AND QUALIFICATIONS Versed in CRM tools, Zendesk, Salesforse, Talkdesk Familiar in navigating and troubleshooting Microsoft Windows and Mac computers Resolve complex support issues relating to setup, connectivity, account configuration, and product usage that are reported by the Tier 1/2 agents, customers, and or other team members.  Occasionally, as necessary, answer non-escalated phone calls and email support tickets to ensure department service levels agreements are met. Knowledge both on software and hardware installations With good oral and English Communication Skill Willing to be trained, learn, and listen Willing to work at any shift and overtime Ability to remain focused on the job even under pressure Ability to adapt to change easily and can mingle with other nationality EDUCATIONAL ATTAINMENT Graduate of a 2-year Computer Secretarial course CHARACTER REFERENCES Erwin Gutierrez Logitech Senior Manager, Teletech (Novaliches Office) Juan Raphael Arao Logitech Service Delivery Manager – Teletech (Novaliches Office) Gideon Hernandez Logitech Team Lead, Teletech (Novaliches Office) I certify that the above information is all true and correct to the best of my knowledge and ability. __________________________________