Dannelle William Cid
(- |-
About Me
Gender
Age
Address
Nationality
Civil Status
Male
34 years
0731 Piaping Puti, Macabalan, Cagayan De Oro, Misamis Oriental, 9000
Filipino
Married
Education
2014 - 2017
Philippine Countryville College | Philippines
Bachelor of Science in Business Administration
Major
Grade
2007 - 2009
Marketing Management
Completed
Mindanao University of Science and Technology | Philippines
Bachelor of Science in Industrial Chemistry
Major
Grade
Industrial Chemistry
3rd year incomplete
Experience
14 years of total experience
Feb 2022 - Jun 2023
Customer Support Specialist
(1 year 5 months)
TurnkeyPoint | Upwork
Role:
We mainly focus on assisting customers with installation issues in regard to the
products that they purchased from us. While our main job is to assist customers, we
also keep an eye on our backend system which includes checking the inventory and
stocks, determining possible scammers, and ensuring the timely delivery of sold
products.
Dec 2017 - Sep 2021
Student Support Specialist
(3 years 10 months)
Empowered Education | Upwork
Role:
In this role, we assist students with platform navigation, account concerns, and
lesson handouts. We also help them with regard to minor tuition concerns. We are
also responsible for ensuring that the right courses are added to the student's
account.
Feb 2018 - Feb 2019
Customer Support Champion
(1 year)
Buffered VPN | Upwork
Role:
While working with Empowered Education, I accepted a job with BufferedVPN where
I worked as a Customer Support Agent from February 2018 – February 2019. We
essentially help customers with their service subscriptions and provide technical
support. It is also our responsibility to run a test on the VPN servers and immediately
report any errors to the management and engineering team.
Jun 2016 - Nov 2017
Subject Matter Expert
(1 year 6 months)
Synnex Concentrix Corp. | Northern Mindanao, Philippines
Role:
My role is to primarily provide support to the agents about case handling and other
supervisory tasks.
May 2015 - Jan 2016
Call Center Agent
(9 months)
FBC Business Solutions Inc. | Northern Mindanao, Philippines
Role:
We were the helpdesk support for software that is designed for realtors in the US
which is called Zipform. As a helpdesk representative, our responsibility is to provide
technical support such as troubleshooting any concerns regarding the software and
to help in providing answers to the customers about their queries.
Feb 2014 - Aug 2014
Customer Care Representative
(7 months)
The Results Companies | Central Visayas, Philippines
Role:
We were one of the outsourced companies to provide technical support, customer
service, and sales for one of the best wireless and wireline communication service
providers in the US which is Sprint.
Sep 2013 - Dec 2013
Technical Support Agent
(4 months)
Stream Global Services | Central Visayas, Philippines
Role:
Our main responsibility is to ensure that our client’s online software (QuickBooks
Online and Intuit Online Payroll) accounts are working properly and help them
whenever they may have issues with the software.
Feb 2010 - Aug 2013
Product Support Representative
(3 years 7 months)
Synnex-Concentrix Corp. | Northern Mindanao, Philippines
Role:
Product Support Representative's responsibilities are; To provide a world-class
Customer Service experience to our clients and offer a resolution to their Home
Network issues; Which also includes introducing and selling new and enhanced
networking devices such as Routers, Wireless Network Adapters, and Wireless Range
Extenders. Mainly, I was in a Technical Support department. However, we are tasked
to look for every sales opportunity while troubleshooting the customers' concerns
regarding their Home Network issues.
Jan 2009 - Oct 2009
Call Center Officer
(10 months)
Arriba Telecontact | Northern Mindanao, Philippines
Role:
I was in a Publishing department in which my responsibility was to introduce newly
released magazine editions that were useful for our client's business.
Jan 2009 - Jun 2009
Service Crew
(6 months)
McDonald's Limketkai Branch | Northern Mindanao, Philippines
Role:
We facilitate meal service and prepare the food before it goes out to the customer,
be it flipping burgers, ringing up the order, or bagging.
Skills
Advanced
Intermediate
Technical Support, Customer Service, Data Entry, Web Research, Leadership Skills,
Troubleshooting, Customer Support, Live Chat, Email Handling, Phone Etiquette,
Professional Phone Skills, Customer Relationship Management (CRM)
Sales, Microsoft Office, Windows, Zendesk, Salesforce Lightning, Freshdesk
Languages
Proficiency level: 0 - Poor, 10 – Excellent
Language
Filipino (Primary)
English
Spoken
10
9
Written
10
9
