Cenen Zapanta

Cenen Zapanta

$3/hr
Chat Support/Email Support/Chat Moderator
Reply rate:
-
Availability:
Full-time (40 hrs/wk)
Age:
46 years old
Location:
City of San Fernando Pampanga, 3, Philippines
Experience:
10 years
Cenen S. Zapanta Block 1 Lot 9 Villa Isabel Phase 3 Dela Paz Sur, City of San Fernando Pampanga Mobile Phone Number:- Email Address:- PROFILE Goal-directed, results-oriented professional with a strong personality. Skilled in communication, persuasive and adaptable. Self-motivated with high energy, initiative, and focus. Keen insight into the needs and views of others – able to listen and identify issues or problem areas and form innovative solutions. Professional, and articulate in presentation. Areas of strength include:        Communication/Negotiations/Facilitation Problem Solving/Decision Making Client/Community Relation Flexible/Assertive/Adaptable Documentation Writing Fluent in English Builds positive and lasting impression for the company PROFESSIONAL EXPERIENCE CORE SUPPORT/DISPATCHER June 6, 2015 – December 2, 2016 Convergys SM Clark Tech hub, Pampanga Functional Skills    As a dispatcher we are the one who double check customer’s system warranty and making sure that the part/s being sent are correct and up to date. Checking every log if they follow the global policies of Dell. Making sure that each log are precise and correct. Lessens repeating of dispatches for each call by validating the part/s and onsite tech services.   Helps agent’s who are on the front line to lessen the workload on their end by assuring and replacing invalid parts that they may have added. Address issues promptly and recommend solutions. QA/DATA REPORTING December 21. 2014 – June 5, 2015 Steam Global Services/Convergys Clarkfield, Pampanga Functional Skills     I’m the one who generates daily and monthly reports for Dell SMB(small,medium and big businesses) Queue. Giving updates by forms of numbers on cases being handled by Dell SMB Queue. Checking on the latest common call drivers that Dell customers are experiencing As a Quality Assurance or QA, making sure that agent’s chat sessions are up to date and follows the standard work flow of chat sessions for each customers. OB POC/OUTBOUND LEVEL 2/SP2 DELL TECH SUPPORT August 10, 2011 – December 20, 2014 Steam Global Services Clarkfield, Pampanga Functional Skills       Second level call back support before and after hardware service. Making sure system is running fine after part/s replacement or onsite technician serviced. Follow up and making sure that customer is able to received part/s and able to setup appointment with local Onsite Technician. Escalate issues concerning delivery of part/s and local onsite technician services. Second level troubleshooting if issues are unresolved. Prepares development action plans and other strategies to improve Dell Services. As an OB POC I’m the one generating the customer’s information and also managing the Outbound team, giving daily updates and tracker to Dell Manager’s and clients. LEVEL 1/SP1 DELL HARDWARE TECH SUPPORT SPECIALIST May 21, 2010 – August 9, 2011 Steam Global Services Clarkfield, Pampanga Functional Skills     Technical support for Dell computer’s with hardware related issues. Customers comes in thru chat support and we do troubleshooting with the said system. Able to identify which part/s of the system needs to be repair or replace. Basic installation of drivers and software that came in with the system Send the right replacement part/s to customer and assist them on how to install the hardware. Can also help setup a local Onsite Technician in their area to help with the replacement part/s if needed. LEVEL 1 PHONE BILLING CONSULTANT March 1, 2008 – May 2, 2008 Etelecare Global solutions Clarkfield, Pampanga Functional Skills    Helps and maintain with any billing issues for members who have questions on their America Online (AOL) account. Sign up potential members via phone and giving them options on what America Online (AOL) has to offer. Retaining existing or long time members who wants to cancel in their AOL account. This includes the process of rebutting and giving them lower price plans that is best for their needs. CAT (Community Action Team) CONSULTANT March 17, 2006 – January 8, 2008 AOL Member Services Phils. Clarkfield, Pampanga Functional Skills    Responsible in keeping the Chat and Message Boards running smoothly and properly. Informs AOL members about the Terms of Services (TOS) they have agreed upon on. Terminates or suspends members accounts if they are in violation on the Terms of Services (TOS) that they have agreed upon on. TECHNICAL CONSULTANT December 11, 2000 – March, 2006 AOL Member Services Phils. Clarkfield, Pampanga Functional Skills  Helps maintain the America Online (AOL) software for the members without any technical error and with fast connection either by phone, chat, or email.       Address issues promptly and recommend solutions. Responsible in answering the technical inquiries of AOL members about the AOL software. Also accountable with queries about connection thru high speed connection while using the AOL software. Prepares development action plans and other strategies to improve consultant’s performance. I am also searching for the current issues concerning the internet as well as educating and promoting to members the benefits of being am AOL member. Always updated with current technologist advances with regards to computers and software. EDUCATIONAL BACKGROUND Degree: Associate Degree in Computer Science Mega Computer School City of San Fernando, Philippines 1996 – 1998 Bachelor of Science in Computer Science Data College City of San Fernando, Philippines 1998 – 2000 TRAININGS AND SEMINARS ATTENTED Dell Hardware Support for Desktops and Laptops Steam Global Services Clarkfield, Pampanga April 21 – May 21 2010 Billing Phone Training Etelecare Global Solutions Clarkfield, Pampanga January – February 2008 Effective Business Writing Seminar - Workshop The Executive Development Institute of Asia Business consultants. Inc. Clarkfield, Pampanga, Philippines April 25 – 27, 2002 Basic Training Course for AOL Broadband AOL Member Services Phils., Inc. Clarkfield, Pampanga, Philippines August 10 – 11, 2001 Basic Training Course for Tech Netagent AOL Member Services Phils., Inc. Clarkfield, Pampanga, Philippines July 7, 2001 Workshop in Linux Data college City of San Fernando February 3, 2000 AWARDS AND ACHIEVEMENTS IN AOL Have won the Member’s Choice of the Month a few times. Have also been part of the winning crew within a team for a number of times as well. Was under a Team that won the perfect attendance for the whole team in a month as well as winning the individuals Perfect Attendance for 3 straight months. Have been looked at as a leader by my superiors and teammates due to my technical skills as well as my easyto-approach attitude. TECHNICAL QUALIFICATIONS   Knowledgeable in using MS Office tools such as Word, Access, Excel, and Visual Basic Knowledge in computer troubleshooting like modems, printers, and other hardware that are being used by the computer I hereby certify that the above information in this data is complete and correct to the best of my knowledge, belief and ability. Zapanta, Cenen S.
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