Expected Payout
$6 per hour
Educational Attainment
Availability
40 hrs/wk
Experience Overview
Description
Previous work experiences include being a Customer Service Representative, which I started in 2006. A seasoned technical support for cable/internet/phone for one of the biggest service providers in the US ( Comcast ), from 2008-2014. I worked as a Chat Support Specialist for Sales, Customer Service and Technical Support. We were also required to pitch for upgrades of services to promote new and upcoming lines of businesses that we offer. I also do phone support as an Outbound doing line activations for each of the major services offered.
In 2014, I worked as an IT Helpdesk Analyst for an IT company ( ATOS ), for a healthcare insurance account in the US (AETNA) It is where I have experienced working in customer support role, support center environment or remotely and ticketing systems like ServiceNow. We do software support and installations. We cater to internal employees from different regions. We support wide range of IT related issues and generic concerns from employees. What we do as IT Helpdesks is that we provide internal support. We create, log, update, hand-off, or even escalate an incident ticket if necessary, depending on the category of the issue. This is where I have built my passion for supporting others through a patient and empathetic approach, strong problem solving skills, strong verbal and written communication skills with a practiced approach of conversational English. I also have a desire and willingness to improve my skills and knowledge through the assistance and feedback of my managers and peers.
In TDCX, I was trained as a Customer Experience Specialist for Airbnb online. We help hosts and guests with setting up their online profile, creating a booking online, setting up listings and assisting with tax and payment setup. We were trained to be flexible in all channels, so if needed, we take calls and emails to make sure all concerns of the users will be resolved in a timely manner.
Lastly, I went back to being an IT Helpdesk Analyst from February 2021 to October 2021 for Manulife, a Canadian/US Financial company. It is pretty much the same routine as what I used to do back for ATOS. Applications like - Intune, Microsoft Sharepoint, Microsoft Office 365, Web-Tool and Web-Based Applications Support, Bomgar, Remote Desktop, Email / Outlook configuration or set-up, Active Directory, Hardware and Networking Infrastructure, and Salesforce.
After working as an IT Helpdesk for 6 months for the company, I got promoted as a Team Lead for a back office account - supporting claims and admin services.
Skills
Industry
- IT & Technology Virtual Assistants
Service
English
