Billy Jean Ross Quan
--PERSONAL STATEMENT
I am a dedicated, skilled customer service and technical support professional with extensive experience. I am committed to providing
excellent customer service, and I am always looking for opportunities to expand my skills and knowledge.
SKILLS
Software Installation and Configuration
Network Security Protocols
Computer hardware maintenance and repair
Operating System Troubleshooting
VOIP Technologies
Customer Relationship Management
Network Administration
Customer Service
EDUCATION
Jun 2000 - Jun 2002
Bachelor of Science in Computer Science (2nd-year level)
Baguio Central University
SKILLS
Operating Systems (Windows/Linux/macOS)
VoIP Technologies
Customer Relationship Management Tools (CRM)
Software Installation and Configuration
System Troubleshooting
Network Administration
Customer Service
System Troubleshooting
Network Administration
Customer Service
WORK EXPERIENCE
Feb 2023 - Jul 2023
Inside Sales Associate
Excel Sales
Achieved target quotas for designated services.
Generated new business opportunities through outbound calls and targeted follow-up calls.
Maintained strong relationships with customers to ensure repeat business and customer loyalty.
Conducted extensive research and prepared comprehensive reports on competitors and market trends.
Built strong knowledge of company products and services to answer customer questions and provide detailed product information
accurately.
May 2022 - Dec 2022
Achieved target quotas for designated services.
Generated new business opportunities through outbound calls and targeted follow-up calls.
Maintained strong relationships with customers to ensure repeat business and customer loyalty.
Conducted extensive research and prepared comprehensive reports on competitors and market trends.
Built strong knowledge of company products and services to answer customer questions and provide detailed product information
accurately.
Nov 2020 - Mar 2022
Customer Service/Technical Support Representative
Sitel Baguio
Demonstrated excellent customer service skills while resolving customer issues and answering technical inquiries.
Listened carefully to customer feedback and quickly identified customer needs.
I successfully diagnosed customer problems while addressing customer concerns promptly.
Provided accurate and up-to-date information while following set guidelines.
Mar 2017 - Feb 2018
Real estate Inside Sales
Task Bullet
Negotiated successful sale of multi-unit property with multiple offers.
We have developed strong relationships with local banking institutions, allowing for faster application processing.
We have assisted clients in locating and purchasing suitable properties to meet their needs.
Oversaw a successful rental property portfolio, increasing revenue and occupancy.
Maintained integrity of all transactions, ensuring complete accuracy and transparency.
Jan 2019 - Sep 2019
Technical Support Representative
Linktek
Identified and resolved customer technical issues promptly.
Maintained customer satisfaction by addressing customer inquiries professionally and efficiently.
We have successfully trained new and existing colleagues on existing products.
We have created comprehensive technical documentation and user guides.
Developed and implemented IT support policies and procedures.
Sep 2019 - May 2020
CustomerService Representative
Cloud Academy Inc
Assisted students who had issues with their Courses, Labs, and accounts.
Managed customer accounts and resolved customer issues.
I assisted customers via chat and email.
Responsible for troubleshooting courses, labs, and account concerns.
May 2020 - Sep 2020
Inside Sales Representative
The Alpha Hub
Customer service representative
24-7 Intouch
Responded to customer feedback, complaints, and requests
Upheld customer service standards for each interaction. Improved communication with customers by building relationships
Built and maintained customer loyalty by going above and beyond the means.
Jun 2014 - Dec 2014
Resolved technical issues within provided timelines.
Developed user-friendly protocols and practices to streamline workflow.
Set up and configured hardware and software systems, including office automation systems, networks, and computer
workstations.
Monitored and troubleshot technical issues and network connectivity problems.
Performed hardware and software maintenance, including data backup, recovery, and system updates.
Feb 2009 – June 2012
Pre-Sales Engineer
Convergys
Led the design of a comprehensive Cisco network and security solution for a customer
Developed presentations and technical demonstrations for clients.
Participated in discovery meetings and technical requirements discussions.
Collaborated with the sales team to develop customer success stories and reference architectures.
Supported enterprise customers by providing guidance and best practices associated with the Cisco platform.
Jan 2006 - Jan 2009
Helpdesk Technician
Stefanini Philippines
AT&T Technical support
Sitel Baguio
Resolved the customer's internet connection issues and made sure that the customer was delighted before hanging up and taking
another call.
Effectively troubleshot customers' technical issues with AT&T services. Set up new AT&T devices for customers.
Responded to customer inquiries promptly.
Updated customer account status information promptly.
Monitored customer system performance to ensure optimal performance.
SEMINARS AND TRAINING
Google IT Support by Google on Coursera. Certificate earned on November 23, 2020
https://coursera.org/share/efd4907bebd78b9aac9d95b513c1b558
Executive Assistant Professional Certification (EAPC) on Udemy. Diploma earned August 13, 2023
Virtual Assistant with Python and ChatGPT on Udemy. Certification earned August 14, 2023
https://www.udemy.com/certificate/UC-1d69f43a-f050-4c-b15f3fd8d2/
Google Adwords Crash Course 2023 on Udemy. Certificate earned on August 10, 2023
https://www.udemy.com/certificate/UC-74efd860-a93a-45dd-aef7-5271b5bec85e/
Cisco Certified Network Associate. Certificate earned at Rivan IT on June 25, 2023
