Jean Michael Hortillosa
Service-focused professional bringing skills in customer relations, task prioritization and
time management. Motivated to directly and efficiently address customer concerns headon, develop proactive solutions and implement corrections with efficiency. Goal-driven
team player with proven ability to adapt to continually changing work priorities.
-
WORK EXPERIENCE
Technical Support
Intuit - QuickBooks Desktop (Concentrix)
-
10/2020 - 07/2022,
Intuit Inc. is an American business that specializes in financial software.
Cebu City, Philippines
Troubleshoot issues that are technical in nature; including hardware, software and
networking issues.
SKILLS
Service standard
compliance
Salesforce
Data Entry
Achievements/Tasks
CRM
Recordkeeping
strengths
Customer service
expert
Creative problem
solving
Quick learner
Technical documents
comprehension
Learn and utilize specific software tools and problem solving strategies to solve
customer issues.
Properly document customer interaction using Salesforce.
Chat Support Specialist
Redbox (Concentrix)
11/2013 - 09/2020,
American company specializing in DVD, Blu-ray, and video game rentals via automated retail kiosks.
Achievements/Tasks
Provide real-time solutions to costumer's inquiries, complaints and problems via chat
using available resources.
Collaborated with staff members to enhance customer service experience and
exceed team goals through effective client satisfaction rates.
Technical Support
CenturyLink (Convergys)
10/2012 - 11/2013,
Telecommunications company
Achievements/Tasks
Computer proficient
Provided solutions to operations issues for users, working closely via phone and live
chat from Tier 1 support quick resolution.
Software diagnosis
Broke down and evaluated user problems using test scripts, personal expertise and
probing questions.
Technical issues
analysis
INTERESTS
Team Sports
Mobile Games
Built and provided end-user troubleshooting regarding product issue, desktop
support on Windows, Internet and Home Network connection.
Customer Service Agent
Sirius XM Satellite Radio (Convergys)
07/2011 - 10/2012,
Broadcasting company that provides satellite radio and online radio services.
Achievements/Tasks
Responded to customer requests for products, services and company information.
Educated customers on promotions to enhance sales.
Computer Games
Food
EDUCATION
B.S ECE University of South Eastern Philippines, Davao City 06/2004 – 03/2009
