Roy Angelo Prudente

 Roy Angelo L. Prudente 285 N P Del Rosario Ext, Bgy Sambag 1, Cebu City ♦- ♦- customer service professional summary Dependable, result oriented with experience on different capacities. Does extremely well in fast paced environments, as well as motivating and supervising staff to maximize productivity and ability to balance task simultaneously. Possess exceptional administrative and organizational skills. Problem solving, leadership and communication skills are some of the qualities developed from my experience as an able Customer Service Professional. Core Competencies Responsiveness to requests for service ♦ Strong work ethics ♦ Staff Training and Development ♦ Superb coaching and mentoring skills ♦ Ability to manage through others ♦Flexibility and Attention to detail ♦ Collaboration and Teamwork ♦ Goal Setting PROFESSIONAL EXPERIENCE I.T Service Desk SpecialistAug 2017 - Present People Plus Tech As a I.T Service Desk Analyst, provided I.T Infrastructure Support, served as contact point, serviced and support for partner employees within the organization. Perform advance remote PC diagnostic, Repair and Optimization. Perform high depth analysis, diagnosis and immediate resolution for client computer issues and or network devices. Assist with user credentials and enrollments necessary for software and application access Troubleshoot Mobile and network devices and checking enrollment privileges for user Escalate to necessaries groups / tiers for further assistance and resolution Customer Service Professional Nov 2014 – May 2017 EXL Services Philippines Experienced Customer Service Professional, provided support and retirement options for clients, discussing requirements and grooming for specific request. Providing quality experience to customers and ensure that every call is handled in a timely manner. Resolved service issues and shared benefits of additional services. Developed highly empathetic client relationships and earned reputation for delivering Counsel customers on options for service and coverage. Maintained up-to-date knowledge of policies regarding payments, account changes, and upgrades. Cross-trained and provided back-up for other customer service representatives when needed. Processed cash withdrawals, deposits, and selected internal and external account payments. Adhered to regulatory, security, and audit procedures. Customer Service and Sales SupervisorNov 2011 – Aug 2014 SupportSave Solutions Inc. Results-oriented Team Lead with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Motivates associates through continual guidance, direction, development and coaching. Motivating the team to achieve high standards and KPI targets. Issue and Resolution Management Mentoring and training up junior and new staff. Monitoring, reporting on standards & performance targets. Arranging & chairing weekly team meetings, focusing on targets & achievements. Implementing new initiatives. Involved in the recruitment of new staff. Assist agents with concern on processes and procedures Motivate and coached agents to improve their performance from 80% to 100%. Dedicated RepresentativeFeb 2008 – May 2011 SupportSave Solutions Inc. As a Dedicated Representative I have worked in several capacities, majority of the experience are with Tier 2 for both for customer service and technical support, my designations required me to provide quality experience to customers and ensure that every call is handled in a timely manner. Consult with customers to evaluate needs and determine best options. Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns. Cross-trained and provided back-up for other customer service representatives when needed. Developed highly empathetic client relationships and earned reputation for delivering Technical assistance for software installations and settings, both remote and over the phone