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KRISTIAN F. from Philippines

KRISTIAN F.

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Kristian F. is an accomplished Technical Support Sales professional with over 13 years of experience in the BPO industry, serving sectors such as IT solutions, telecommunications, finance, and travel services. He has held positions at companies including Stefanini Philippines Inc., iQor Inc., Aegis People Support, and Inspiro Relia Inc., where he provided remote troubleshooting and technical support for systems including Windows, MAC, Android, and iOS, managed account administration, and delivered customer retention and sales solutions for high-profile clients such as Mastercard, T-Mobile, and DISH/Sling TV. Kristian maintained detailed records using CRM tools like Salesforce, Remedy, and Freshdesk, consistently earning top performance awards in customer satisfaction, retention, and sales while mentoring and onboarding new employees to meet call center objectives.

Experience

  • CUSTOMER SERVICE / SALES EXPERT - (TELCO) T-Mobile

    Company not specified · 2024 — 2026
    Addressed and resolved concerns from telco partners regarding telephone service, wireless reception, internet connectivity, and billing issues. Acquired extensive knowledge of company services and products to effectively upsell or create new accounts. Clarified customer complaints and provided appropriate resolutions to ensure satisfaction.

  • Technical Support Sales

    Stefanini Philippines Inc. · 2021 — 2023
    Delivered remote technical support to clients via phone, chat, email, and remote desktop tools. Addressed hardware and software issues on Windows and MAC systems, including resolving operating system errors, managing software updates, and troubleshooting issues with Android and iOS devices as well as printers. Administered MS Outlook, Office 365, and MS Teams, focusing on user provisioning and email troubleshooting. Logged detailed records of support requests and resolutions in ticketing tools. Ensured timely interactions with clients to promote a positive customer experience.

  • GLOBAL EXPERT/SME (Dish Network and Sling TV)

    Inspiro Relia Inc. · 2011 — 2021
    Focused on enhancing customer loyalty and retention through effective problem resolution. Analyzed customer feedback to implement retention strategies and compiled reports for issues resolved.

  • Travel Expert (Outbound Sales)

    Aegis People Support · 2010 — 2011
    Identified client needs to recommend suitable travel packages while managing all aspects of trip organization, including tickets, accommodation, and transportation. Provided useful travel information and materials to travelers. Mentored new hire employees, resulting in successful transitions within the company.

  • HELPDESK TECHNICIAN II - Mastercard Account

    iQor Inc.
    Handled over 80 daily inquiries through inbound calls, maintaining high customer satisfaction by providing accurate resolutions for billing, website issues, order tracking, disputes, returns, and product specifications. Managed high-volume outbound calls and successfully closed deals and activations. Employed Salesforce for reporting and analytics to identify workflow bottlenecks. Consistently surpassed monthly sales targets through proactive customer engagement and tailored product demonstrations.

  • ADVANCE CUSTOMER SERVICE (DISH & SLING TV)

    Company not specified
    Responded to customer inquiries and concerns promptly while ensuring high levels of service. Assisted customers with account management, service upgrades, downgrades, billing issues, and basic troubleshooting. Collaborated with team specialists and escalated complex issues to higher-level teams as needed.

  • TECHNICAL SUPPORT REPRESENTATIVE (DISH & SLING TV)

    Company not specified
    Focused on resolving technical problems related to software, hardware, connection issues, and applications. Assisted customers in scheduling technician visits and making service adjustments. Provided instructions for tasks such as account setup, application installation, and service upgrades, ensuring swift solutions for customer satisfaction.

  • RETENTION SPECIALIST (DISH NETWORK)

    Company not specified
    Supported and trained new hires during the onboarding process, ensuring effective knowledge transfer and quality training standards. Conducted weekly assessments of new hire performance, providing feedback and addressing any issues with management to meet call center objectives.

Skills & Expertise

Retention SpecialistComplianceSales SupportCustomer ServiceHelpdeskYouTube SpecialistCustomer Service Representative

Education

  • Bachelor of Science in Computer Science
    Pamantasan ng Lungsod ng Muntinlupa · — — 2007

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