Julie Anne Bangalan
Service Desk Support Analyst/Customer Service Expert
A seasoned Technical Support/Customer Support professional with over 7 years of experience in phone and email
support. I also have a background in Web Research, Clinical Research and Data Entry.
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WORK EXPERIENCE
Senior Systems Engineer (Office Based)
Cognizant Technology Solutions
01/2018 – Present
Taguig City
Tasks
Taguig City, Philippines
Answering phones
Responds to user concerns received via email/chat
linkedin.com/in/julie-annebangalan-378022ba
Identify, research and resolve issues
Ticket Creation/Categorization/Prioritization
Ticket Escalation to respective Support Group
iamhappylian
Ticket Closure and follow-up on aging or open tickets
SKILLS
Web Researcher/ Data Entry (Homebased/Online)
Upcounsel
Customer Service
11/2017 – 12/2018
Tasks
Data Entry
Performs extensive research to find correct information about certain keywords (mostly Law-related
keywords) that will be used by writers in producing quality articles
Extract necessary concepts from resources/articles provided
Transfer concepts to a spreadsheet
Web Research
Clinical Research
Technical Support Representative/ Customer Service Associate (Office Based)
Convergys Philippines
09/2010 – 08/2017
Quezon City
Tasks
Interface with customers via inbound or outbound calls or the internet for the purpose of resolving routine
problems with product and services.
Zendesk and CRM Expert
Troubleshoot, research and analyze customer’s problems with installation, billing, service
upgrades/downgrades.
Provide answers and/or advice to customers based on their particular requirements and customer profile.
Knowledge of Office Applications
and Google Apps
Company Nurse/Administrative Assistant (Office Based)
PTS Corporation
11/2008 – 08/2010
Administrative Skills
Makati City
Tasks
Promptly attends to employees’ medical and health needs according to accepted medical standards.
Responsible for providing nursing care to sick or injured employees, handles medical related inquiries and
educates employees on the prevention of sickness/ diseases.
Oversees and monitors HMO Enrollment of all new regularized employees.
Handles all employee compensation and benefits (Philhealth,SSS,BIR,Pagibig etc).
Maintain all employees medical and other similar records.
Schedule (every first quarter of the year) and assist annual medical examination of all employees.
Answering phones, taking memos, maintaining files, sending and receiving correspondence
EDUCATION
Bachelor of Science in Nursing
Medical Colleges of Northern Philippines
06/2004 – 03/2008
Peñablanca, Cagayan, Philippines