- Reply rate:
- -
- Availability:
- Full-time (40 hrs/wk)
- Age:
- 38 years old
- Location:
- Quezon City, Metro Manila, Philippines
- Experience:
- 12 years
Ronleyn B. Gutierrez
Education:
Graduated Bachelor of Science in Communication Arts major in Audio Visual Communication from Bicol
University College of Arts and Letters, Legazpi City.
2003 - 2007
Relevant Working Experience:
Pharmacy Intern (200 hours)
Mercury Drug Lagro Branch
May 2018 - June 2018
Customer Service Manager, Client and Lead Manager, Telemarketer, Sales Specialist, Appointment
Setter, Technical Support.
Upwork (Freelance Platform)
November 2013 – Present (20,300 HOURS of Upwork Experience)
Upwork Profile: https://www.upwork.com/freelancers/~01c793f49b-
Help the business meet sales and revenue goals.
Design plans to achieve these goals and create strategies to combat potential revenue losses
Create presentations to inform potential or existing clients about their company's products or services
Ensure that clients are satisfied with the company at all times and will bring in repeated business by
resolving any outstanding issues
Technical Support Specialist (OOMA VOIP – Voice Over Internet Protocol)
TELUS International Philippines
Oct 2011 – November 2013
Politely greet and finish the transaction with the customers.
Provide technical and network problem resolution to end-users (customers) by performing a question
diagnosis while guiding users through step-by-step solutions.
Interact with customers to provide and process information in response to inquiries, concerns, and
requests about products and services.
Further explains to the customers the provided instructions with their technical problems.
Technical Support Specialist (Samsung Telecommunication of America)
TELUS International Philippines
April 2011 - October 2011
Answer incoming customer calls and provide assistance.
Gather customer information and determine the issue by evaluating and analyzing
the symptoms.
Provide step-by-step procedure in updating software and operating system of Samsung mobile phones.
Provide solutions to the concerns of the customers regarding their problem on their phones
Document the issue and provided trouble ticket.
Escalate customer trouble issues when appropriate.
Technical Support Specialist (Major League Baseball - MLB.TV)
TELUS International Philippines
January 2011 - April 2011
Answer incoming customer calls and provide assistance.
Check game schedules.
Document the issue and provide trouble ticket.
Escalate customer trouble issues when appropriate.
Document the issue and provided trouble ticket.
Senior Technical Lead Specialist (XBOX)
Xbox 360 Hardware Tier 1 and Tier 2 and Outbound Specialist Tier 3
TELUS International Philippines
August 2007 - January 2011
Responsible for providing telephone and/or email technical support and excellent
customer service solutions.
Determine the causes of issue and process correct resolutions.
Further explains to the customers the provided instructions with their technical
problems.
Discuss the instructions to the customers as clearly as possible.
Creating orders.
Handle escalation calls.
Coordinate with the clients.
Reference available upon request
