PROFESSIONAL
EXPERIENCE
SUPPORTNINJA
Position: Technical Support Specialist, January 2021 - Present
Account: SecureReview Inc.
Northwalk, Clark, Pampanga, 2009
Phone: -
Task/Responsibilities:
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MARY
PAULINE
SILVA
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- |-LinkedIn: www.linkedin.com/in/mpqs/
Skype ID: live:.cid.5f85e82b5f94ff21
Aparri, Cagayan, Philippines 3515
PROFESSIONAL SUMMARY
Highly focused Technical Support with
expertise in analysis and troubleshooting
developed over 3 years of BPO experience.
Serves customers effectively with attention
to detail and a hardworking approach. Seeks
out opportunities to go beyond basics,
improve processes, and increase customer
satisfaction.
PROFESSIONAL SKILLS
SUTHERLAND GLOBAL SERVICES
Position: Subject Matter Expert/Lead, October 2017 – January 2021
Line of Business: Amazon US Retail Generalist
Jose Abad Santos Avenue
Berthaphil II, Clark Freeport Zone
Pampanga 2023 Philippines
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Task/Responsibilities as SME/Team Lead:
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Technical troubleshooting
Customer service
Software installation
Support end-users
Multitasking
Analytical thinking
Problem-solving
EDUCATIONAL BACKGROUND
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Performing weekly coaching for consultants to ensure team’s
productivity. Conduct weekly side-by-side time with consultants.
Gathering up-to-date information and integrating feedback into the best
practices. Handle escalations.
Calibrating with TMs, QAs and clients, at regular intervals, monitoring
transactions and analyzing transaction monitoring results.
Oversee and manage performance and service quality to guarantee
customer satisfaction; provide coaching and feedback to CSRs
Monitor calls/chats/e-mails as per defined sample plan and targets;
report out any ZT cases and take necessary action.
Task/Responsibilities as Customer Service Associate:
CAGAYAN STATE UNIVERSITY – Aparri
Bachelor of Science in Information
Technology, June 2017
Major: Web Development
General Weighted Average: 90.1783
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TRAININGS ATTENDED
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NEBULA+ Intensive English Proficiency
Training & SUPERNOVA Call Center Training
Select Scout Solutions, Balibago, Angeles
City, Pampanga, July 2017
Resolve concerns in networking protocols, including cellular
transmissions, standards and protocols.
Assist customers to get the software installed, do password resets, any
configurations, so they can get to work
reviewing documents.
Remote access experience and experience in TSR tickets (we use
Freshdesk):
Connecting to the customer’s computer system via remote
access.
Identifying the nature of the hardware, software, or
networking issue.
Providing the customer with resolution choices.
Providing minor technical or operational training.
Update and document client issues to maintain Standard
Operational
Procedures (SOP) guidelines
Perform analysis and determine client problems, and
document these Issues
Assist customers for the purpose of improving processes
related to system issues
Offer recommendations — based on various metrics — on
how to improve the support process in its
entirety
Answer incoming calls, chats, and emails in an efficient manner
Identify customer questions, concerns, and overall needs
Provide accurate answers and solutions to customer queries
Address customer complaints in a compassionate and patient manner
Redirect customers to appropriate teams and/or departments as needed
Develop professional relationships with ongoing customers through
excellent customer service
Follow-up with callers on complaint and/or question resolution status
Perform each duty above with our customers’ satisfaction as the number
one priority
PRE - PROFESSIONAL
EXPERIENCE
NATIONAL ECONOMIC AND DEVELOPMENT AUTHORITY (NEDA) REGIONAL OFFICE (REGION 2)
Position: Web Developer Intern
NEDA Building, Complex Regional Government Center,
Carig, Tuguegarao City, Cagayan
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February 2017 – May 2017
Project Title: Human Resource Information System
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Write custom HTML, PHP, CSS and JavaScript for existing websites and
applications.
Design, recommend and pitch improvements to new and existing
features.
Assist in troubleshooting issues on web-based systems.
Update and edit website content, posts and pages.
Provide technical support related to web-based systems to internal
teams.
Test and give feedback on new and existing technologies.
Create prototypes and experiment with new technologies and features as
assigned.
MARY
PAULINE
SILVA
- |-LinkedIn: www.linkedin.com/in/mpqs/
Skype ID: live:.cid.5f85e82b5f94ff21
Aparri, Cagayan, Philippines 3515
CHARACTER REFERENCES
Jeffrey Gallardo
SUTHERLAND GLOBAL SERVICES - Clark
Supervisor-Mark Anthony Dimatulac
SUTHERLAND GLOBAL SERVICES - Clark
Supervisor-om
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Precious Faye Banawa
Concentrix
Trainer II-
