Therese Ybanez

I have a strong background in customer service and technical support, with a proven ability to troubleshoot issues, communicate effectively, and enhance the overall customer experience. My experience spans roles in both technical support and customer retention, allowing me to develop a well-rounded skill set that balances problem-solving with a customer-first mindset.  

As a Help Desk Representative, I have provided technical assistance by diagnosing and resolving hardware, software, and network issues. My role required me to efficiently manage user accounts, document support tickets, and ensure timely resolutions for technical concerns. I have experience working with ticketing systems to track and prioritize issues, which has strengthened my ability to multitask and stay organized in a fast-paced environment. Additionally, my communication skills have been critical in breaking down complex technical concepts into easy-to-understand solutions for users with varying levels of technical proficiency.  

In addition to my technical expertise, I have a strong background in customer retention. As a Customer Loyalty Representative, I have played a key role in maintaining customer relationships, handling escalations, and implementing retention strategies. I have successfully resolved customer concerns by actively listening, empathizing, and providing tailored solutions. Through proactive engagement, I have been able to upsell services and promote loyalty programs that enhance customer satisfaction and long-term commitment to the company. My ability to analyze customer feedback and identify common pain points has also allowed me to recommend service improvements that benefit both customers and the organization.  

One of my greatest strengths is my ability to remain calm and professional under pressure. Whether addressing a frustrated customer or troubleshooting a critical technical issue, I approach each situation with patience, confidence, and a commitment to finding the best solution. My experience handling escalations has taught me how to de-escalate tense interactions, ensuring that customers feel heard and valued while working toward a resolution.  

Overall, my combination of technical support expertise, customer service skills, and problem-solving abilities makes me a valuable asset in any customer-facing role. I take pride in delivering efficient support, enhancing technical operations, and fostering positive customer relationships. With my ability to multitask, communicate effectively, and adapt to new challenges, I am confident in my ability to contribute to the success of any team focused on providing outstanding customer service and technical support.