SKILLS AND QUALIFICATION:

Great command of the English language Has experience in troubleshooting VPN connections and Email applications (MS Outlook, Apple Mail, etc.) as well as LAN networking Has an experience working with several CRM software like Salesforce and Lion Desk Has extensive knowledge in the usage and navigating marketing web applications such as but not limited to Surveygizmo, lead quizzes, follow up edge, active campaign, Accuity, mailchimp, real geek and zapier. Can work with minimum supervision Hardworking, open-minded and willing to be trained Has extensive knowledge about Real estate processes such as complying and meeting the Transaction Timeline and the processes required from starting a transaction until closing the transaction. Has a beginners knowledge of how to navigate Wordpress Has a beginners knowledge on how to navigate and use photoshop Has great knowledge in setting up email automation via Active campaign Has knowledge in working with common computer antivirus or spyware and browsers Has intermediate knowledge in creating Marketing funnels(Social Media ad via Facebook Business Manager page and creating landing pages to generate leads) Has extensive knowledge about Google Business tools such as Google analytics, Google tag manager and keyword planner Has a beginners knowledge of how to navigate Wordpress Has a beginners knowledge on how to navigate and use photoshop Knowledgeable for Internet Troubleshooting in PCs (Windows 2000, XP, VISTA, and 7 OS) and 3rd Party devices such as internet phones and gaming consoles

WORK EXPERIENCES:

June 2012 to October 1 2018 Fusion BPO(formerly known as Supportsave Solutions Inc.,) 7th Floor Cybergate, Fuente Osmeña, Cebu City, Cebu

Tier 1 Technical Support Representative
(June 2012 – November 2015) JOB DESCRIPTION: Answer inquiry of the customer about the product Performing technical troubleshooting steps with the customer to resolve customers technical concern Assist customer in purchasing/subscribing to pre-paid plans Assist customer in cancellation and/or refund concerns Answering customer inquiry in chat simultaneously while taking calls Responding to customers email simultaneously while taking calls

Part Time Tier 1 Technical Support Representative for Checkpoint(Zonealaram)
(May 2015 - June 2016) JOB DESCRIPTION: Answer inquiry of the customer about the product Performing technical troubleshooting steps with the customer to resolve customers technical concern Assist customer in purchasing/subscribing to plans product is offering Assist customer in cancellation and/or refund concerns

Subject Matter Expert (November 2015 up to present) JOB DESCRIPTION: Does Research and Investigations for any newly released account features, sales promotions, updated applications, etc. Works on escalated cases and takes escalated calls Provides refresher training for tenured agents Assists tenured reps

Product Specific Trainer/Dedicated Trainer (December 2015 up to present) JOB DESCRIPTION: Teaches basic processes of DocuSign to the trainees Provides refresher training for tenured agents Assists tenured reps Communicate with our Seattle office to make sure tools are created for the reps before production Communicate with local/company IT to make sure that trainees will have good working PC condition once trainees are in the floor Discusses QA scoring methods and evaluates reps via series of phone simulations during training if QA guidelines are being followed Responsible in doing onboarding QA evaluations Provides training for any updates if deem necessary

December 2011 – May 2012

Qualfon Cebu Qualfon-Skyrise 3 Bldg., Cebu IT Park, Apas, Cebu City, 6000 Cebu

Tier 1 Technical Support Representative

JOB DESCRIPTION: Answer inquiry of the customer about the product Performing technical troubleshooting steps with the customer to resolve customers technical concern Assist customer in purchasing/subscribing to pre-paid plans