Temporary Receptionist/Hostess
Abu Dhabi Tourism Authority
Total years of experience :5 years, 7 Months
• Meet and greet guests of luxury ships docking
• Provides basic information and distributes tourism materials to the guest
• Sourcing right candidates (Both UAE Nationals and Expats) using online job portals
• Conducts screening interviews through phone
• Answers incoming calls
Inclusive date: October 2006 - August 2009
Position: Technical Support Representative cum Case Controller
Company: Teleperformance
A worldwide leading provider of outsourced CRM (Customer Relation Management) and contact center services, has been serving companies around the world, providing superior results in managing their customer care, technical support and debt collection programs.
• Receive calls from Dell customers that are seeking technical assistance for their Dell Inkjet Printers
• Walk through customers in installing the internal and external wireless adapter of their Dell Inkjet printer and guide them through on how to configure it for wireless printing
• Document all calls using Delserv and Delta database
• Has knowledge on how to use IDD (Integrated Dell Desktop) in receiving calls and processing Total Solution Sales in selling Dell Ink Cartridges and Dell Printers on the onset of the call
• Knows how to use Remote Support Service known as GoToAssist
• Approach, assist and offer best solutions to agents having trouble in resolving technical issue on the onset of their calls
• Responsible in calling the customer that the agent is still unable to call him back for further technical assistance due to several reasons
• In charge to check on endorsed cases for callbacks.
• Takes ownership of the issue if the customer demands for higher level of support or calls dissatisfied customers and make sure that their issues are well taken care of
• Acts as an Officer in Charge if the Team Leader or Level Two Support is not visible on the production area
• Process and approve dispatches whenever replacement of Dell Printer is required
Additional Information:
• Was declared as the Most Valuable Agent for the month of September 2007
• Successfully completed the requirements for Dell ESD- Certification and Basic Wireless Technology
• Was able to get an impressive performance for Customer Satisfaction and SPICE for Dell Project Account
Inclusive Date: September 2004 - August 2006
Position: Technical Support Representative
Company: Sykes Asia Inc.
An Asia Pacific arm of Sykes Enterprises, Inc., a global leader in providing customer
contact management solutions and services in the business process outsourcing (BPO) arena. It serves its clients through multiple communication channels encompassing phone, e-mail, web and chat.
• Receive calls from AT&T DSL (North America) customers seeking technical assistance for any Windows and Macintosh Operating system regarding internet related issue.
• Receive calls from our AT&T Yahoo DSL members seeking assistance for CSI (Customer Self Install) or first time installation with Windows and Macintosh operating systems.
• Resolves issues and assist the end users by walking them through Tier 1 or basic troubleshooting steps for connectivity, browsing authentication and client/webased email issues.
• Document all calls using CRM (Customer Relation Management) database
Additional Information:
• Got a perfect 10 POSE (Point of Survey Evaluation) score for the month of January 2005for Accenture AT&T Internet Services.
Company: Cocoon Internet and Gaming Station
A local computer shop in Negros Island, Philippines which offers fast reliable internet connection, desktop publishing and network gaming.
• Record customers who logs in and out on the log book
• Assist customers who is having trouble using the internet
• Helps out the in the inventory of sales at the end of the store operation
• Assist customers who needs to have a printout or scan a document