JOHN ESPIRITUOSO
Maddock
Summary
Dynamic professional with a proven track record at Accenture, excelling in customer service and IT support. Skilled in critical thinking and process improvements, I enhanced customer satisfaction by resolving complex technical issues and streamlining operations, leading to increased productivity and loyalty. Committed to delivering exceptional service and insightful data-driven solutions.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
DRIASI
04.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
IT Support Specialist
Accenture
05.2020 - 05.2023
- Developed forecasts for future resource needs based on historical trends and anticipated growth patterns, ensuring preparedness for upcoming demands.
- Identified opportunities for process improvements, leading to better utilization of available resources within the organization.
- Streamlined capacity management processes, resulting in increased productivity and cost savings.
- Designed custom reports that provided valuable insights into overall system health and performance.
Technical Support Engineer
Calltek Center International
02.2017 - 05.2019
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
Customer Service Representative
Calltek Center International
05.2013 - 02.2017
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Bachelor of Science - Information Technology
Cebu Institute of Technology - University
Cebu City, Philippines03-2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Documentation and reporting
- Data processing
- Process improvements
Certification
Microsoft Azure Fundamentals
Timeline
Customer Service Representative
DRIASI
04.2024 - Current
IT Support Specialist
Accenture
05.2020 - 05.2023
Technical Support Engineer
Calltek Center International
02.2017 - 05.2019
Customer Service Representative
Calltek Center International
05.2013 - 02.2017
Bachelor of Science - Information Technology
Cebu Institute of Technology - University
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