Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
Joseph James Sanders

Joseph James Sanders

Stockton

Summary

Personable and dedicated Tech Support Engineer/ Customer Service Representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

I would love to be part of your growing team where I could share and further enhance my abilities professionally.

Overview

12
12
years of professional experience
3942
3942
years of post-secondary education

Work History

Techincal Support Engineer Specialist

Zendesk
San Francisco
03.2021 - 05.2025
  • Troubleshot customer inquiries using Zendesk support tools via a clear and concise step-by-step technical Support. We replicate and reproduce the concern to assure accuracy of solutions provided.
  • Conducted training sessions with customer to demonstrate software updates, new systems and hardware.
  • Assisted in managing support tickets for timely resolution via email, chat, phones and Zoom regarding Techincal malfunction and issues to be fixed remotely.
  • Collaborated with teams to enhance customer experience. Team Swarming and Team Collaboration is a main core value.
  • Zendesk is a cloud-based customer service and sales platform designed to help businesses manage and improve their customer interactions.
  • Top Agent for Quality Assurance and CSAT Survey for Q2 and Q3 2024.
  • Consistent Top Agent for Quality Assurance and Customer Surveys.

Technical Support Officer for Google Fi

Sykes
Makati
01.2020 - 12.2020
  • Google FI is an American MVNO telecommunications service by Google that provides telephone calls, SMS, and mobile broadband using cellular networks and Wi-Fi.
  • We assisted our members on how to troubleshoot their device and also explained the plans and services that we offer via Chat, phones and email.
  • Collaborated with team members to resolve complex technical problems.
  • Top Agent for CSAT Surveys.

LYFT Email Support Representative

24-7 Intouch Philippines
Manila
10.2017 - 09.2019
  • Worked under 'Damage' Team under the ride sharing app 'Lyft' that takes care of the driver's Damage claim and it's validity. Analysis and investigation using different tools to prove validity of a claim is key here.
  • Consistent Top Agent
  • Top Employee for 3rd Quarter of 2018
  • Managed daily customer service tasks and responds to customers via email.

Customer Service Representative for Telstra Mobile Care

Convergys
Queen City
04.2016 - 07.2017
  • Consistent Voice Of The Customee Promoter
  • Provided flexible support for our Prepaid Mobile consumers and answering their concerns about issue in the service provider. It's like anything under the sun type of support where you have to do extra mile for customers.
  • Answers billing question and provide technical support solutions.
  • Top Sales Agent.
  • One of the Best Newbie Awardee.

Comcast Technical Support

VXI
Queen City
03.2015 - 12.2015
  • ClComcast (Xfinity) technical support assists customers with installations, troubleshooting, and resolving issues relates to their broadband, voice, video and internet service.
  • Consistent TACRIFT (Customer Survey) Champion
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Maintained updated knowledge through continuing education and advanced training.

Customer Service Representative/Wireless Sales Specialist

U Verse Teleperformance
Wanaque
05.2013 - 03.2015
  • AT&T U-Verse Blue is a tough account where you need a lot of brain power as there's a lot of task on your plate including Telco accounts, Wireless Mobile Phone, and the Trifecta Cable, internet and the Voice
  • We do billing, tech support, sales, retention and a little bit of finance job too. It's anything under the sun which requires agents to be flexible.
  • Communicated effectively to appease angry customers by suggesting the best ways to resolve service and billing issues.
  • Top Sales Agent and Top CSAT Promoter.

UNTITLED

11.2020

Education

Bachelor of Science - Medical Technology

Our Lady of Fama University
Quezon City, Philippines
06.2011 - 01.2013

High school diploma -

Sapang Palay Naonal High School
San Jose del Monte, Bulacan

Elementary -

Adademia de Sta. Maria
Sta. Maria, Bulacan

IT TRAINING - Zendesk Software

ZENDESK
03.2021 - 06.2021

Skills

  • Customer Service
  • Client-focused
  • Technical troubleshooting
  • Customer support
  • Zendesk management
  • Software training
  • Ticket resolution
  • Team collaboration
  • Communication skills
  • Customer engagement
  • Data analysis
  • Process improvement
  • Network troubleshooting
  • Software support

References

  • Aimee Achinges, ZENDESK MANAGER, +639955771995
  • Prince Al Usbal, ZENDESK MANAGER, +639176801736
  • Rachelle Memita, Former Supervisor 24/7 Intouch, 09564632302

Timeline

Techincal Support Engineer Specialist

Zendesk
03.2021 - 05.2025

IT TRAINING - Zendesk Software

ZENDESK
03.2021 - 06.2021

UNTITLED

11.2020

Technical Support Officer for Google Fi

Sykes
01.2020 - 12.2020

LYFT Email Support Representative

24-7 Intouch Philippines
10.2017 - 09.2019

Customer Service Representative for Telstra Mobile Care

Convergys
04.2016 - 07.2017

Comcast Technical Support

VXI
03.2015 - 12.2015

Customer Service Representative/Wireless Sales Specialist

U Verse Teleperformance
05.2013 - 03.2015

Bachelor of Science - Medical Technology

Our Lady of Fama University
06.2011 - 01.2013

High school diploma -

Sapang Palay Naonal High School

Elementary -

Adademia de Sta. Maria

Similar Profiles

CREATE PROFILE
Joseph James Sanders
Want your own profile? Create for free at Resume-Now.com