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Rose A. — Mid-Level Technical Support Consultant from Philippines

Rose A.

Mid-Level Technical Support Consultant

Philippines 6+ years 5 - 10 USD per hour
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Rose A. is a detail-oriented professional with extensive experience in technical support and issue resolution, primarily within the BPO industry. She has worked as a Tier 2 Consultant and Tier 2 Technical Support Representative, focusing on analyzing and resolving complex technical problems to enhance customer satisfaction. In her role at Sutherland Global as a Disputes Specialist, based in Taguig, Metro Manila, she honed her skills in resolving customer disputes efficiently, adhering to strict company policies and procedures. Additionally, she has experience developing retention strategies to improve customer loyalty, educating clients on product value during retention efforts, and analyzing recurring technical issues for proactive solutions. Rose is proficient in analytical thinking, fostering strong client relationships, and leveraging MS Office tools to manage and analyze data effectively. She holds an undergraduate degree in Management Accounting from ABE International College of Business and Accountancy, Manila, Philippines, and aspires to leverage her BPO industry expertise in a remote Virtual Assistant role.

Experience

  • Tier 2 Consultant and Inbound Retention

    null · 2018 — 2026
    Implemented retention strategies to improve customer loyalty and lower churn rates. Educated customers on product features and benefits to enhance their understanding of value propositions. Developed client rapport by assessing needs and providing tailored solutions. Addressed complex technical issues for clients, which contributed to higher customer satisfaction. Analyzed recurring technical problems to identify root causes and recommend proactive solutions.

  • Tier 2 Technical Support Representative

    CONCENTRIX CVG PHILIPPINES · 2016 — 2018
    Resolved customer disputes in accordance with company policies and procedures. Ensured accuracy and compliance of case documentation with regulatory standards.

  • Disputes Specialist

    Sutherland Global · 2010 — 2016
    Handled customer inquiries through various channels, providing timely and accurate support. Enhanced overall customer satisfaction by delivering effective solutions to product-related issues.

  • Customer Support Specialist

    Teleperformance · 2008 — 2009
    Utilized effective communication and problem-solving techniques to address customer inquiries. Guided customers in how to use products and services to improve their user experience.

  • Customer Service Representative

    Parlance Systems · 2006 — 2008
    Resolved customer inquiries through effective communication. Enhanced customer satisfaction by providing timely solutions to product-related questions.

Skills & Expertise

Customer SupportCustomer ServiceCustomer Service RepresentativeSourcing SpecialistAccounts PayableCustomer Service and Admin Support

Education

  • Bachelor of Science, Management Accounting
    ABE International College of Business And Accountance · — — 2003

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