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.