Temmie Mamar

TEMMIE MARIE H. MAMAR Technical Specialist | Customer Care | Dispatch | Data Entry Gines, Zarraga,Iloilo, 5004 Philippines- |-| www.linkedin.com/in/temmie-marie-mamar16 SUMMARY Dedicated and detail-oriented professional with over 10 years of experience in customer care and technical support. Skilled in resolving technical issues, managing escalations, ticket management and handling inquiries. Strong background in data entry, order management, and audio transcription with a keen eye for accuracy and efficiency. Experienced in pharmacy assistance, sales support, and multitasking across fast-paced environments. Known for being reliable, adaptable, and focused on delivering excellent service and support in every role. SKILLS Customer Service, Technical Support and Troubleshooting, Data Entry and Order Management, Appointment Scheduling and Dispatch Coordination, Audio Transcription, Pharmacy Assistance and Sales Support, Upselling and Product Recommendations Personal Skills: Strong communication (written and verbal), Multitasking, Attention to detail and accuracy, Adaptability and Team collaboration, Flexible schedule, Problem solving and Critical thinking Tools & Platforms: CRM Systems, Salesforce, Rio Genesis, Zoom, Teams, Slack, SmartChat EXPERIENCE CONCENTRIX (formerly Convergys) Position: Technical Support Representative ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ July 2018 - January 2025 Glorietta 5, Makati Ave., Makati City Phone and E-mail Support: Assisted customers with technical and general inquiries across multiple channels. Cable, Internet and Phone Support: Troubleshot issues related to TV signal, internet connectivity, and VoIP service. Configuration and Setup: Helped with router/modem setup, service activation, and basic device configuration. Equipment Setup and Activation: Supporting the installation and activation of cable boxes, modems, routers, and VoIP devices Troubleshooting Flow Adjustment: Identified when to skip or add steps to resolve issues more efficiently. Appointment Scheduling and Dispatch Tracking: Scheduled technicians and monitored same-day service updates. Escalation Management: Handled escalated issues and ensured timely updates and resolution for customers. Cross-Team Coordination: Worked with technical, dispatch, and customer service teams for smooth case handling. Issue Documentation and Feedback Sharing: Logged cases clearly and shared recurring problems with technical teams. Checking cases/tickets if they are being handled appropriately, and provide updates to customers on resolution progress. APPEN (part time) Position: Audio Transcription August 2021 – October 2021 Online platform (VA) ❖ Transcribing Audio Files: Converting spoken content from audio recordings into accurate written text. ❖ Edited Transcription: Creating a clean, readable version of the transcription by removing unnecessary fillers or errors without changing the meaning. ❖ Proofreading & Editing: Reviewing and refining transcriptions to ensure accuracy, proper grammar, punctuation, and formatting, completing assignments within required timeframes while maintaining high quality and attention to detail. IQOR Position: Customer Service Representative (Seasonal) ❖ ❖ ❖ ❖ July 2017 - October 2017 Megaworld Ave., Mandurriao Iloilo City Process customer orders accurately and efficiently through various platforms Handle order changes, cancellations, or adjustments as requested by customers. Track and monitor shipping status to ensure timely delivery. Coordinate with shipping carriers or logistics teams to resolve any delivery issues or delays including return and refund coordination. Handle customer complaints or issues with orders, such as incorrect items, delays, or damages. STARTEK Position: Technical Support Representative May 2016 - June 2017 Megaworld Ave., Mandurriao Iloilo City ❖ Cable and Internet Troubleshooting: Diagnosing and resolving service interruptions, no signal, slow speed, or connectivity issues for cable and internet services. ❖ Network and Device Configuration: Setting up and configuring modems, routers, and other network devices, including WiFi, LAN settings, and DHCP/static IP setups. ❖ Port Forwarding and Firewall Settings, Ping and Traceroute Diagnostics: Enabling remote access and optimizing performance by configuring port forwarding and firewall rules. ❖ Password Resets and Account Setup: Assisting customers in securing their accounts, setting up user profiles, and resetting credentials. ❖ User-Friendly Explanations in Real-Time Troubleshooting: Explaining complex technical concepts to non-technical users in a simple, understandable way. ❖ VoIP Support: Assisting with VoIP setup, call quality issues, registration errors, and device configuration for seamless voice service. TRANSCOM Position: Customer/Technical Service Rep May 2014 - January 2016 Megaworld Ave., Mandurriao Iloilo City ❖ Customer Support & Inquiry Handling: Responded to customer questions and concerns through phone, email, and chat with professionalism and empathy. ❖ Troubleshooting & Problem Resolution: Identified and resolved technical and service-related issues quickly and effectively. ❖ Order Management & Account Support: Assisted with placing, tracking, and updating customer orders, and supported account changes or billing and payment concerns. ❖ Technical Assistance & Product Setup: Helped customers with setting up services, equipment, and basic configurations. ❖ Service Level Agreement (SLA) Compliance: Ensured support was delivered within agreed response and resolution times. ❖ Data Entry, documentation, customer education and self-service support: Guided users on how to use products and access self-help tools to resolve common issues. BERLIN PHARMACY Position: Pharmacy Assistant ❖ ❖ ❖ ❖ August 2011 – August 2012 Iloilo City Customer service assistance, receive and verify prescription orders from doctors or patients. Check and maintain the expiration dates of medications, removing expired products. Enter prescription and medication information into pharmacy databases or management systems. Administrative Support and Maintain confidentiality and follow all privacy laws concerning patient information. ZENZEST ASIA CO. INC. Position: Sales Promo(temporary) ❖ ❖ ❖ ❖ ❖ May 2009 - June 2009 Bacolod City Promoting specific products or services based on current campaigns Setting up and organizing promotional displays or booths Demonstrating product features and benefits to drive interest and sales Encouraging upselling or bundling of promotional items Tracking and reporting sales or inventory of promoted items. EDUCATION Colegio de San Jose Western Institute of Technology Jaro Iloilo City – 2008 Lapaz Iloilo City - 2007 Bachelor of Science in Information Technology Bachelor of Science in Computer Engineering REFERENCES Prudencio Muñoz Timothy John Besa Carmela Camero Communication Coach Game-Changer SME Operations Coordinator Concentrix Concentrix Cambridge ---- - - Fatima Mojica Mark Joseph dela Cruz James Dawit Sioco Change Leader Risk Investigator Team Leader Concentrix Rimitly Concentrix ---- - -