Mark Anthony Lozada

MARK ANTHONY LOZADA TECHNICAL SUPPORT EXPERT PERSONAL PROFILE Extremely motivated to constantly develop my skills and grow professionally. I am confident in my ability to adapt in any form of challenges in work. CONTACT Block 7 Lot 16 Colayco Street Woodsite 3 Pasong Buaya 2 Imus Cavite - - EDUCATION SKILLS Analyze problems thoroughly Uses critical thinking to provide solution Able to multitask without sacrificing the quality of work Organize and very keen on details Fast and accurate pace of work Top tier customer service Expert computer hardware/software/network troubleshooting Resourceful and innovative WORK EXPERIENCE Teletech | Sensis - Advertising Changes Consultant MAY 2015 - AUGUST 2015 Receives client advertisement request through email Analyze request and coordinate with client for additional information of the request Uses adobe photoshop to create or alter all advertisement request by client Post completed advertisement request through yellowpages directory and yellowpages.com Teletech | Telstra - BigPond Cable Technical Support AUGUST 2015 - JUNE 2016 University of Perpetual Help System Dalta - Molino Campus Degree in Bachelor of Science Information Technology Receives Inbound call from customers Provide top tier technical support related to cable internet faults, email issues, browser issues and other devices that can connect through internet Escalate unresolved over the phone issue to field technician Provide remote support to configure/Set up email, modem and computer equipment Process replacement for faulty modem Provide basic billing support PERSONAL REFERENCES Cecilia Ruiz NBN Business Team Lead- - Bryan Esteban Bigpond Cable BOH Team Lead- - Rejean Marinay Sweeper Team Lead- - Teletech | Telstra - BigPond Outage Management | Escalation Team JUNE 2016 - JUNE 2018 Provide outbound calls to customer with escalated internet faults Case manage all outage related faults Check all outages within the customer area Contact customer if an outage is already resolve If outage is already fix and issue still on going troubleshooting will follow Escalate to field technician for physical investigation of connection fault If Level 1 technician is unable to fix issue, fault will be escalated to level 2 technician Escalate to level 2 email engineering team for unresolved email faults issues Teletech | Telstra - Assurance Complaint Specialist JUNE 2018 - JULY 2019 Manages all technical complaints for all type of internet connection Analyze the complaint thoroughly to provide better resolution Case managing complaint all throughout until customer is satisfied with the resolution Providing top tier customer support for complaint cases Collaborating with all department to rectify issues raised by customer Pacifying customer and providing information about the progress of their case Achieve the number of required close complaint per day which is 4 Obtain good customer survey for each complaint Obtain a satisfactory resolution for customer's complaint Teletech | Telstra - Subject Matter Expert JULY 2019 - PRESENT Operation support for Technical Team Extracting all cases created per day Generating day to day pivot report for overall volume of cases Generating day to day pivot report for overall closed cases of consultants Assigning cases to be manage within the team Validating all escalation process Verifying all orders created Providing Supervisor call for complex cases Providing feedback for agent calls with opportunity Validating calls that are being transferred to different department Conducting quality assurance check for all calls made inbound and outbound Providing analysis of reports created Prior end of shift I will generate an end of day report showing the partial closed cases