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Mylene Almoros, Product Support Engineer

Mylene Almoros

Product Support Engineer·HCL Technologies Philippines

Philippines

Bachelor's degree, Bachelor of Science in Computer Engineering

Work experience

Total years of experience: 16 years, 6 months

Product Support Engineer

May 2014 - Present

HCL Technologies Philippines

Philippines

May 2014 - Present

1. Take ownership

2.Response to customer queries

3.Emphatize, listen and understand customer’s needs.

4.Provide a possible resolution to customer’s issue

5.Troubleshoot and give extra miles to resolve the customer’s issue

6.Educate and provide next steps.

7.Make customer happy and satisfied with the level of service provided.

Company industry:
IT Services
Job role:
Support Services

Technical Support

November 2013 - May 2014

Stream Global Services/ Convergys

Philippines

November 2013 - May 2014

1. Take ownership of the case.
2. Call customer and provide resolutions
3. Provide accurate and relevant information.
4. Set Customer expectation and provide next steps.
5. Provide good customer satisfaction

Company industry:
Technical Maintenance & Repair
Job role:
Information Technology

Technical Support Representative

March 2012 - June 2013

Alorica Pacific Rim

Philippines

March 2012 - June 2013

1. Take ownership
2. Listen and answer to customer's query and provide possible resolutions to their concerns.
3. Isolate customer's issue
4. Troubleshoot and resolved customer issues with regards to their telephone and internet connection

Company industry:
Telecommunications
Job role:
Support Services

Customer Service Associates

October 2008 - October 2010

Customer Service Associates (Voice and non Voice)

Philippines

October 2008 - October 2010

1. Answer customer's query.
2. Do basic billing concern
3. Troubleshoot on their Mobile Phone
4. Unlock their Mobile Phone
5. Do basic troubleshooting on their computers.
6. Provide information and resolutions through emails
7. Do call backs and provide basic troubleshooting on their telephone line/handset
8. Set up and reset pin of their voicemail.
9. Do reset password of their online account
10. Walkthrough customer on to navigate their online account.
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Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Quality Controller

July 2006 - December 2006

House Technology Industries PTE.LTD

Philippines

July 2006 - December 2006

Supervised a team throughout minor and major projects/order. Make sure that everyone is focus and have a goal to meet the target.

Company industry:
Industrial Production
Job role:
Quality Control

Education

National University

April 2006

April 2006

Bachelor's degree, Bachelor of Science in Computer Engineering

Philippines

Skills

Customer Service
Expert
Customer Service
Expert
Technical Support
Expert
Technical Support
Expert
Administration
Expert
Administration
Expert
CALL CENTER
Expert
CALL CENTER
Expert
CRM
Intermediate
CRM
Intermediate
CUSTOMER SATISFACTION
Expert
CUSTOMER SATISFACTION
Expert
MICROSOFT OUTLOOK
Intermediate
MICROSOFT OUTLOOK
Intermediate
TELEPHONE SKILLS
Expert
TELEPHONE SKILLS
Expert
TROUBLESHOOTING
Intermediate
TROUBLESHOOTING
Intermediate
Customer Service
Expert
Customer Service
Expert
Technical Support
Expert
Technical Support
Expert
Administration
Expert
Administration
Expert

Languages

English
Intermediate

Training and Certifications

Certifications
Salesforcecom Certified Advanced Administrator
Mar 2014
Salesforcecom Certified Forcecom Developer
Sep 2014
Salesforcecom Certified Administrator ADM 201
Jan 2014