fatima S.
Senior IT Support Specialist
Open to offersNew to PlatformAbout
Fatima F. is a detail-oriented professional with over seven years of experience in the BPO, IT support, and administrative sectors. Based in Estancia, Iloilo, Philippines, she possesses a robust background in technical troubleshooting and customer service, coupled with adeptness in documentation and office coordination. Her proficiencies include Microsoft Office, basic hardware and software support, data analysis, and KPI monitoring. Fatima has a diversified work history, including co-managing operations at MELS Electronics Shop in Estancia, handling customer support for healthcare and e-commerce accounts at Sagility and Eperformax, and providing first-level technical support at iQor. She has also served as a Social Media Review Analyst and Subject Matter Expert at Accenture Inc., where she contributed to process improvement initiatives. Educationally, she holds a Bachelor of Science in Information Technology from Central Philippine University and has obtained certifications in Computer Hardware Servicing and SAP Business One. Fatima is proficient in English, Tagalog, Hiligaynon, and Tausug.
Experience
Co-Business Owner
MELS Electronics Shop · 2006 — 2026Oversaw daily operations of the business, including customer service, sales transactions, and inventory management. Provided technical support for hardware and software issues and ensured accurate sales and inventory documentation.Customer Support Representative – Healthcare Account
Sagility · 2024 — 2025Managed customer inquiries through voice and non-voice channels in a healthcare environment, verified customer information, and resolved issues according to company policies. Documented interactions in internal systems and consistently met performance targets.Customer Support Representative – Email / Online Shopping Account
Eperformax · 2022 — 2023Delivered customer support via email and online platforms for e-commerce, efficiently resolving order and account issues. Ensured proper documentation of interactions and complied with quality standards and company procedures.Customer Care Representative – Technical Support
TTEC (Teletech) · 2021 — 2021Provided assistance to customers with technical and account inquiries, performing basic troubleshooting and documenting cases accurately while adhering to established workflows and compliance standards.Technical Support Representative
iQor · 2020 — 2020Offered first-level technical support for software and system-related issues, guiding users through troubleshooting steps and resolving common technical problems while maintaining customer satisfaction.Social Media Review Analyst / Subject Matter Expert (SME)
Accenture Inc. · 2015 — 2018Analyzed social media content for compliance with company policies and quality standards. Supported team members as a Subject Matter Expert, conducted coaching sessions, and prepared operational reports to improve processes.Intern – Administrative & Finance Division
Philippine Postal Corporation (PHLPost) · 2013 — 2014Assisted with various administrative tasks including clerical duties, filing, and data entry, while helping to maintain accurate office records and documentation, gaining experience in both government and corporate operations.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyCentral Philippine University · 2011 — 2014
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