William Balagtas Jr.

William Balagtas Jr. Technical Support & Customer Service Specialist PROFESSIONAL SUMMARY CONTACT - William100694@gmail Experienced Technical Support and Customer Service Specialist with over 10 years in the industry, adept at diagnosing and resolving technical issues across various platforms. Skilled in clear communication, I excel in explaining complex technical concepts to users of all levels. Known for my patience, empathy, and commitment to exceptional customer service, I consistently enhance user satisfaction and loyalty. Proficient in both independent and team environments, I am dedicated to continuous learning and staying updated with the latest technological advancements. WORK EXPERIENCES Supportsave Solutions Inc October 2014 -January 2015 Cebu City EDUCATION University of Cebu Lapulapu & Mandaue Campus Bachelor of Science in Marine Transportation- SKILLS & QUALIFICATION Mostly worked in a Graveyard shift 9 years office-based 1 year home-based 3 years of quality monitoring and Subject matter expert experience 1 year of Team Leader position Sales And Retention experience Antivirus tool expert eSignature Expert Basic eCommerce Basic Website Hosting Email Hosting Domain Service expert Team Management Multi-CRM trained, including SalesForce, Shopify, Zendesk, Gorgias, etc. Excellent communication Skills both in written and verbal English Knowledgeable in Google Docs and Google Sheets, Gmail and Microsoft 365 Tier 1 Technical Support and Customer service Representative Front liner technical support for hospitality based client Assists and troubleshoots Television problems over the phone Provides warranty for customers Manages own tickets January 2015 – September 2018 Product Trainer, Subject Matter Expert and Escalations Officer Handles training and account enhancement knowledge of newly hired agents Does Research and Investigations for any new released account features, troubleshooting, updated applications, etc. Works on escalated cases and takes escalated calls Provides refresher training for tenured agents Handles Tier 2 technical department In charge of the team member's behavior and performance if Team Lead is not present Coaches and assists team member's certain issues, if needed Etelecare Services September 17 2018 – December 2018 Customer Support l Team Lead Monitors Team Overall Performance (Scorecard, Attendance, Accuracy Errors, CSAT and QA) Team Data Analyzation Individual Agent Coaching and Conducts Team Huddles Queue and SLA (Service Level Agreement) Monitoring Agent’s Break Schedule and Monthly Schedule Creation Takes escalations (cases and calls) Updates the account processes and guidelines Handles Tier 2 technical department WORK EXPERIENCES Fusion BPO services Phils. Inc December 2018 – April 2019 Technical Support Representative Answers Emails, Chats and Calls Assist customers with their Antivirus tool Troubleshoot issues with Antivirus tool in customers computer Process refund for customers order April 2019 – September 2020 Customer Support Representative Answers Emails, Chats and Calls Assist customers with their concern regarding e-signature Troubleshoot issues with in regards to issues with e-signature account Process refund for customers subscription Newfold Digital Inc. February 5, 2021 – June 2024 Technical Support Representative (Chat Support) Answers Chats, Sales calls, and emails Assist customers with their concern regarding Domains, Web hosting and email hosting Troubleshoot issues with Domains, Web hosting and email hosting Assist customers with eCommerce and online store management Offer subscriptions to customers for their website hosting and email hosting Process refund for customers subscription