Joseph B. Daep
Zone 3 San Agustin Canaman Camarine Sur● -●-
Professional Summary:
Award-winning customer support professional who has advanced quickly in all positions. Motivated
to perform at peak levels and meet company goals. With technical and troubleshooting repair expertise.
Team player who is flexible, reliable and adaptable to dynamic environments.
Skills:
Customer service expert
Fast Learner
Analytical and critical thinker
Skilled multi-tasker
Skilled at mediation
Knowledgeable in Mac System
Key Qualifications:
• Track record of handling customer inquiries in accordance to established service policies and
procedures
• Able to depersonalize self from the customer while providing the highest level of high customer service
• Well-versed in resolving conflicts by understanding problems clearly and seeking out possible solutions
through employing the creative thinking process
Work History:
Customer Support Representative and Technical Support Representative voice and
chat, 10/2014 to 1/2017
Sutherland Global Services - IT park Capitol Cadlan Pili Camarines Sur
Installed software, modified and repaired hardware and resolved technical issues.
Provided base level IT support to non-technical personnel within the business.
Managed call flow and responded to technical support needs of customers.
Evaluated and responded to incoming sales leads and requests for technical support assistance.
Met and exceeded company sales and productivity goals for 1 month period.
Resolved customer issues in a clear, courteous and straightforward manner.
Demonstrated professionalism and courtesy with customers at all times.
Identified and solved technical issues with a variety of diagnostic tools.
Resolved problems with malfunctioning products.
Followed up with clients to ensure optimal customer satisfaction.
Activated accounts for clients interested in new services.
Remained up-to-date on the latest technologies and solutions applicable to company products.
Coordinated product orders.
Researched, troubleshot and resolved complex problems independently.
3 years of technical support experience.
Worked closely with team members to meet or exceed all customer service requirements.
Assisted customers with order placing.
Education Background:
Bachelor of Science Information Technology , 2008 (Undergrad)
University of Nueva Caceres- Naga City
Accomplishment:
·
Trained and led technical support teams of more than 3 support specialists.
· Participated in various incentive programs and contests designed to support achievement of
production goals.
·
Best Employee in 3 consecutive month.
