Roman James C. Torres
Mobile #: - | Email:-22nd Avenue, East Rembo Makati City
PROFESSIONAL SUMMARY
Looking to join a telecommunications company where I can utilize my problem-solving and analytical skills gained from 2 years of experience as Technical Support Representative.
SKILLS
Diagnosed and resolved technical hardware and software issues involving internet connectivity
Provided answers to clients by identifying problems, researching answers and guiding clients through corrective steps
Handled trouble tickets with support interventions for urgent issues
Strong customer service ethos
Exceptional communication skills
WORK HISTORY
Technical Support Representative III | June 2017 – June 2018
Telus ADLS Company, Telus International Philippines | Taguig City, Philippines
Installed software like Norton Anti Virus and Microsoft Outlook with the customer over the phone using a remote access software
Managed call flow and responded to technical support needs of the customer
Identified and solved technical issues with variety of diagnostic tools
Used ticketing systems to manage and process actions taken
Maintained and updated customer database
Assisted customer with order placing
Resolved and provide troubleshooting steps with the customer over the phone
Follow up clients to ensure customer satisfaction
Technical Support Representative III | February 2016 – May 2017
Comcast Cable Company, Alorica Inc. | Makati, Philippines
Responded to customer requests via phone and email
Activate customer’s Phone, Internet modem and Set top boxes
Provided step by step troubleshooting over the phone with the customer
Advised customers on purchase and promotions
Used ticketing tool to resolve customer’s issue and to send dispatch if needed
Follow up customer for customer service satisfaction
PERSONAL INFORMATION
Date of Birth: November 21, 1991 | Place of Birth: Manila, Philippines
Citizenship: Filipino|Religion: Christian
Civil Status: Married |Height: 5’6
Languages Spoken: English, Filipino
EDUCATION
Bachelor of Science | Electronics and Telecommunications TechnologyYear: -
University of Makati West Rembo, Makati City
