Open To Work
Robert Francis Dy
Orlando,FL
Summary
Customer Service Representative with a strong history at SupportNinja, recognized for improving team efficiency through innovative solutions and effective problem-solving. Expertise in technical support and customer relationship management, consistently surpassing performance metrics while ensuring high levels of customer satisfaction.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
SupportNinja
Orlando, FL
12.2024 - Current
- Added 6 accounts to the business. Researched each provider's contact information, catalog of products and called member services asking if they allow orders placed on behalf of member.
- Spearheaded text support. Improved response time and created templates for team members to use.
- Created SOP for text support from scratch. Updated information as it came in.
- Created "New -for -today" for team thread. Distributed new information to the team found from member contacts and research.
- Improved team efficiency by creating multiple apps that they can use to make the handling time faster.
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Managed a high volume of outbound calls and text messages, consistently meeting or exceeding performance metrics for response time and resolution.
Customer Account Executive 3
Comcast
Orlando, FL
08.2022 - 05.2024
- Troubleshot and found solutions to technical problems and other general account inquiries in a single customer interaction.
- Provided the right experience to customers for billing, repair, retention and sales inquiries or interactions.
- Followed established troubleshooting procedures, including use of appropriate resources and desktop tools. Produced work order according to established business rules.
Independent Contractor
LiveOps
Orlando, FL
04.2022 - 05.2022
- Act as a liaison for a cellular service provider, provide product/services information, answer questions, and resolve any emerging problems that customer accounts might face with accuracy and efficiency.
Azure Support Engineer
Zones nFrastructure
Orlando, FL
07.2021 - 09.2021
- Researched, diagnosed, troubleshot, and resolved Azure Identity issues in an accurate and timely manner via voice and email.
Tier 1 macOS/iOS Technical Support Advisor
KellyConnect
Orlando, FL
10.2019 - 06.2021
- Provided voice support for Apple macOS/iOS devices (MacBook, iMac, iPhone, iPad, iPod Touch, Apple Watch, Airpods, and Beats).
- Mentored new advisors during Customer Facing Time segment of their New Advisors training.
- Served as a resource person in team chat for technical questions/ issues.
Remote Services Technician
Support.com
12.2018 - 07.2019
- Provided inbound customer service support for basic troubleshooting and resolution of service related problems for high speed internet and wireless gateways.
Customer Service Representative
SYKES Home
12.2017 - 11.2018
- Provided voice support regarding setup, installation, troubleshooting and use of an auto collision repair estimating software.
Nutritional Services Supervisor
FLORIDA HOSPITAL ORLANDO
06.2015 - 10.2016
- Work Description:
- - Worked closely with the Manager and Director to establish expectations, plans, and priorities.
- - Held staff accountable for standards, such as sanitation and productivity; communicated effectively with employee team and management.
- - Conducted team meetings, employee recognition, and diversity awareness.
- - Trained and scheduled employees; conducted positive discipline and performance evaluations.
- - Checked in deliveries and reviewed invoices.
- - Remained visible in the work area and ensured deadlines are met.
- - Actively participated in outstanding customer service and accepted responsibility in maintaining relationships that are equally respectful to all.
Production Cook
FLORIDA HOSPITAL ORLANDO
01.2010 - 06.2015
- Work Description:
- - Cleaned, cut, and prepared meat, poultry and prepared sauces and vegetables
- - Cooked meals in quantities according to the menu and number of portions, including batch cooking, and frying foods
- - Followed food safety and sanitation guidelines, such as proper time and temperature controls, preventing cross contamination, and practicing frequent hand-washing
- - Maintained kitchen cleanliness, including sweeping and mopping floors, and washing and sanitizing dishes and cooking equipment
- - Prepared, stocked, and organized work stations at the beginning of each shift
- - Trained and coached new and current employees
Technical Support Representative I
TeleTech@home
12.2013 - 02.2014
- Work Description:
- - Provided voice and chat support regarding setup, installation and use of the TurboTax software.
Senior Product Support Specialist (Level II)
LINK2SUPPORT, INC
07.2006 - 03.2007
- Work Description:
- - Provided technical support in 3 areas, (voice, e-mail and chat), through technical know-how and customer relations management.
- - Resolved escalated or second level concerns from voice and chat sessions.
- - Catered to calls, chats and emails from various nationalities (primarily US, UK, ANZ) thus, enhancing customer service, flexibility and multicultural sensitivity.
Product Support Specialist
Link2Support, Inc.
Quezon
03.2005 - 07.2006
- Work Description:
- - Resolved multiple chat sessions inquiries and provided resolutions to client's initial setup and configuration problems.
- - Accepted and resolved 1st level chat sessions and transfer calls from 1st level representatives.
Product Support Representative
Link2Support, Inc.
Quezon City
06.2003 - 03.2005
- Work Description:
- - Provided initial device setup and provided troubleshooting steps for setup problems.
- - Catered to first level calls and strove to provide first-call resolution to clients.
- - Supported technical support center operations as an Assistant Team Leader/Point Person, by assisting a 10-man team in keeping attendance, time management and giving technical assistance during calls.
Education
Diploma - Computer Science/Information Technology
Informatics Computer Institute
Quezon City08.2002
B.A. -
University of the Philippines
Quezon City03.1998
Skills
- DHCP and TCP/IP
- Microsoft Excel and Google Sheets
- Reliability and flexibility
- Customer relationship management
- Data entry and analysis
- Problem-solving and troubleshooting
- Computer networking and IT support
- Operating systems expertise
- Remote access software proficiency
- Organizational skills and phone etiquette
- Technical support and application support
- Customer service excellence
- Active Directory management
- Desktop support and network support
- VoIP and mobile device support
Links
https://www.linkedin.com/in/robert-francis-dy-4a806a4/?locale=en_US
Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteTimeline
Customer Service Representative
SupportNinja
12.2024 - Current
Customer Account Executive 3
Comcast
08.2022 - 05.2024
Independent Contractor
LiveOps
04.2022 - 05.2022
Azure Support Engineer
Zones nFrastructure
07.2021 - 09.2021
Tier 1 macOS/iOS Technical Support Advisor
KellyConnect
10.2019 - 06.2021
Remote Services Technician
Support.com
12.2018 - 07.2019
Customer Service Representative
SYKES Home
12.2017 - 11.2018
Nutritional Services Supervisor
FLORIDA HOSPITAL ORLANDO
06.2015 - 10.2016
Technical Support Representative I
TeleTech@home
12.2013 - 02.2014
Production Cook
FLORIDA HOSPITAL ORLANDO
01.2010 - 06.2015
Senior Product Support Specialist (Level II)
LINK2SUPPORT, INC
07.2006 - 03.2007
Product Support Specialist
Link2Support, Inc.
03.2005 - 07.2006
Product Support Representative
Link2Support, Inc.
06.2003 - 03.2005
Diploma - Computer Science/Information Technology
Informatics Computer Institute
B.A. -
University of the Philippines