Lindy Daclag
Technical Support Representative
Cagayan De Oro City,Misamis Oriental
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
14
14
years of professional experience
Work History
Technical Support Representative
Online Support Services
Phoenix, Arizona
03.2014 - 11.2022
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Connected with customers to address questions and resolve issues through chat and email.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Assisted with updating technical support best practices for use by team.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Contributed ideas and practical solutions to support process improvement efforts.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Sales Representative
Tryco Pharmaceuticals
08.2010 - 09.2013
- Increased sales by offering advice on purchases and promoting additional products.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Trained and mentored new sales representatives.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
- Served as liaison for company, clients and referred prospects regarding inquiries, issues, order management, post-sales follow-up and customer relations.
Customer Service Representative
Concentrix Philippines
04.2008 - 07.2010
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with customer satisfaction
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on about the process of replacing their handsets under current plan.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to overall customer satisfaction.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
Education
Bachelor of Science - Agriculture
Xavier University , Ateneo De Cagayan
Cagayan De Oro City03.2004
Skills
- Zendesk Knowledge
- Online Chat and Email Support
- Account Administration
- Service Promotions
- Efficient Service
- Troubleshooting Device Issues
- Device Installation
- Issue and Resolution Tracking
- Defect Analysis and Resolution
- Collaborative Team Player
- Organizational Skills
- Friendly and Patient
Timeline
Technical Support Representative
Online Support Services
03.2014 - 11.2022
Sales Representative
Tryco Pharmaceuticals
08.2010 - 09.2013
Customer Service Representative
Concentrix Philippines
04.2008 - 07.2010
Bachelor of Science - Agriculture
Xavier University , Ateneo De Cagayan
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