Shiela Marie Salvo

 Salvo, Shiela Marie Agbon Bldg 1 UNIT 416 URBAN DECA HOMES, TISA, CEBU CITY- ========================================================================== Training Attended: Pc operations NC II – Technical Skills and Development Authority Tagbilaran City, Philippines – March 2009 Basic Lean Six Sigma – Convergys Corporation IT Park, Lahug Cebu City Work Experience: Remote Support: VA/Customer Support – April 2021 – Present Responsible for creating tickets that came in the helpdesk support channel and assigning it to the Tech team Responsible for getting more information about the technical concern and relay it to the assigned Tech Assigned to do follow ups for resolved tickets Help manage projects in Asana Tier 3 Customer Support – Wearsafe Labs (August 2020 – Present) Responsible for updating Business accounts, retrieving information from SQL that Tier 1 and Tier 2 Customer Support needs. Answer technical questions that Tier 1 and Tier 2 cannot handle Escalate complex issue to the Dev team Tier 2 Customer Support – Wearsafe Labs (June 2019 – August 2020) Responsible for assigning tickets that come in to Zendesk to Tier 1 Customer Support and answering questions that they need help with. Technical Support for Real Estate Agents – AgentSquared (June 2019 – Present) Responsible for answering agent’s inquiries through phone, chat and email with regards to their IDX website as well as creating tickets for issues that needs to be escalated to the Dev team. Assist customer in troubleshooting their issue with the website before escalating it to the Dev team Configure their domain names in AWS to point to their website BPO Industry: DELL Technical Support Professional - Stream Global Services (February 2010 - May 2011) Responsible for assisting onsite technicians as well as corporate users in troubleshooting hardware issues on their Laptop and Desktops. Also responsible in dispatching replacement parts after identifying the damaged component. Customer Service Representative - Convergys Philippines (Comcast Account) (July 2011 –September 2012) Responsible in assisting consumer in setting up their out of the box kit for cable, phone and internet as well as activating the subscription. Technical Support Professional- Convergys Philippines (Microsoft) (October 2012 – April 2015) Responsible for resolving customer’s concern with regards to Windows and Office such as Virus Removal, Product activation and other Windows/Office related issues. Provides technical support for customers in the Disability community. Technical Coach - Convergys Corporation (April 2015 – July 2015) Acts as the main support for all frontline agents when it comes to technical concern. Also responsible for checking cases before escalating to level 2. Responsible for gathering emerging issues from the frontline agents and reports to the Technical Advisor/Client Team Leader - Convergys Corporation (July 2015 – April 2019) Responsible for driving the team’s performance based on client’s satisfaction. Make sure that agents deliver the metrics as required by the account and the client. Motivates and develops agents to be able to accept the next level role. Freelance Customer Service - Upwork based (June 2019 – Present Upwork profile: https://www.upwork.com/o/profiles/users/_~018ebeb0706a981042/ Educational Attainment: College: Bachelor of Science in Computer Science Informatics Computer Institute --A Ma. Clara St. Tagbilaran City, Bohol, Philippines Special Skills: Experienced in MS Word, Excel Expert in Windows Operating Systems Computer Hardware and Software Troubleshooting expert Character Reference: Joyce Ivy Lynn Y. Gabriel Six Sigma Consultant United Health Group- Jan Arief Suazo Team Leader Concentrix Phils - Kristine Grace Ouano Senior Operations Manager Concentrix Phils-