Christelle Mae Gonzales
Caloocan City
Overview
8
8
years of professional experience
Work History
Senior Global IT Service Desk
IQVIA Solutions
08.2021 - Current
- The main function of this role is to actively participate as part of a professional team, supporting and managing end users and client support requests, supporting fellow team, and using the IT Service Management tool to maintain auditable records and track IT support contacts for internal clients.
Helpdesk Technician
TPG Telecom - Orchid Cyber Tech Services INC
04.2020 - 07.2021
- Responsible for handling incoming/ outgoing calls and emails of our customers assisting/ helping them with their inquiries and service difficulties with our products and services
- High level responsibilities include: Support our Australian internet and home phone customers by troubleshooting technical issues with home internet setup, Wi-Fi, and connection speed
- Resolve technical support queries via telephone
- Diagnose and escalate faults.
Technical Support Representative
VISAYA Knowledge Process Outsourcing
07.2017 - 12.2018
- Troubleshoot customer's issue/problem for both consumer and professional products either via over the line, chat, or email
- Answer inquiries regarding pending or resolved RMA Cases using Microsoft CRM
- Helps and guides for all available Service Plans
- Forward unresolved issues, bugs, or unknown problems directly through the Research and Development Department using JIRA
- Give suggestions and information regarding all related products depending on customer's needs and requirements.
Senior Process Associate Special LOB Handling Social Media Complaints and Escalations
VISAYA Knowledge Process Outsourcing
12.2018 - 03.2020
- Responsible for facilitating any escalated calls and complaints from social media and directly coordinate the customer request to the client to provide excellent customer service to the customer as soon as possible
- Investigate if the customer complaint was a valid agent error or not
- Listen to calls and review chats and email transactions
- Answer customer inquiries and provide technical assistance to customer on all Social Media Platform
- Responsible for planning, implementing, and monitoring the company's Social Media strategy to increase brand awareness, improve Marketing efforts and increase sales.
Web Design and Development (Web and Social Media Maintenance Support)
MIYENS
11.2016 - 03.2017
- Writing well designed, testable, efficient code by using best software development practices
- Creating website layout/user interfaces by using standard HTML/CSS practices
- And replying on customer's inquiries and complaints via our official Forum and Social Media accounts
- Provide excellent customer service.
Timeline
Senior Global IT Service Desk
IQVIA Solutions
08.2021 - Current
Helpdesk Technician
TPG Telecom - Orchid Cyber Tech Services INC
04.2020 - 07.2021
Senior Process Associate Special LOB Handling Social Media Complaints and Escalations
VISAYA Knowledge Process Outsourcing
12.2018 - 03.2020
Technical Support Representative
VISAYA Knowledge Process Outsourcing
07.2017 - 12.2018
Web Design and Development (Web and Social Media Maintenance Support)
MIYENS
11.2016 - 03.2017