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Ralph C. — Mid-Level IT Support Specialist from Philippines

Ralph C.

Mid-Level IT Support Specialist

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

Ralph C. M. has developed a robust career in customer service and IT support, showcasing a blend of technical and interpersonal skills across multiple industries. He began his professional journey at INCOHO Phil, where he initially contributed to collections while serving as a backup for IT support, handling PC troubleshooting and web access issues. His role evolved into an IT Representative where he managed technical support, employee account setup, and network troubleshooting, emphasizing internet provider efficiency and web maintenance. At INCOHO Phil, Ralph's capabilities were further honed in technical support for TV products, consistently ranking as a top agent and achieving excellence in customer satisfaction. Currently, at Foundever Alabang, he excels in the Verizon Customer Care Loyalty Department, addressing unresolved customer issues at the highest service tier. As a Sales Champ recognized in November 2023 and 2024, Ralph has been instrumental in not only ensuring high-resolution rates but also contributing to sales that strengthen client relationships, confirmed by consistent top performance and numerous promotion offers. His proficiency in MS Office and efficient task handling underscores his ability to multitask in high-pressure environments.

Experience

  • Technical Support

    INCOHO Phil · 2021 — 2022
    Provided technical support for customers inquiring about their new TV units, handling calls from irate customers in a professional manner to ensure positive feedback on their experiences.

  • Customer Care Loyalty Dept.

    Foundever Alabang · 2022 — Present
    Handled customer calls at the highest tier of Verizon's customer service. Resolved issues for callers with unresolved past concerns while ensuring high satisfaction rates. Focused on providing beneficial sales solutions for both the customer and Verizon post-resolution. Consistently recognized as a top-performing agent and received several promotions.

  • IT Representative

    INCOHO Phil · 2017 — 2020
    Delivered technical assistance in the office, focusing on PC and laptop maintenance. Created accounts for new employees and restricted access to specific websites on all PCs. Ensured optimal performance of the main internet provider and managed emergency transitions to backup services. Monitored representatives to prevent personal use of office units, and managed call recordings for quality assurance purposes. Participated in website maintenance, implementing design upgrades based on new information.

  • Collections account

    INCOHO Phil · 2014 — 2017
    Assisted customers, primarily those who were irate or in a hurry, ensuring timely resolution of their billing concerns while maintaining a friendly attitude.

  • Backup IT

    INCOHO Phil · 2014 — 2017
    Provided support to staff, including bosses and agents, during the absence of the IT administrator, addressing PC issues, web access queries, site credentials, and network troubleshooting.

Skills & Expertise

Office and AdminCustomer ServiceExcel Expert

Education

  • 2 years course Information Technology
    Datamex Institute of Computer Technology

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