Kristel Paula L. Tamayo

 Kristel Paula L. Tamayo Professional Summary Highly organized, thinks outside the box, customer service and detail oriented Customer Service, Technical Support, Back End Support Representative and Human Resource Specialist with over ten year experience providing thorough and organized support to clients. Education Bachelor of Science in Computer Science - University of the East – Manila Skills Personal and Contact Information Date of Birth: August 27, 1985 Skype ID: kristeltamayo Mobile Number: - Work History Human Resource Specialist (Home based) January 2018 – Present Acadsoc Ltd Handles initial interviews with aspiring ESL Teachers. Conducts technical check on applicant’s computer and internet connection. Conducts initial assessments to gauge applicant’s communication skills, reasoning, and skills. Provides recommendations in terms of hiring and salary range of applicants. IT Helpdesk October 2015 - 2018 ATOS Philippines Virtual private networking. Laptop and desktop hardware issues. IP telephony such as voicemail and Cisco desk phone, softphone and legacy devices. Distribution lists and global address list. Account management via Active Directory. Microsoft Office configuration and troubleshooting. Reports emerging or impacting application/server issues affecting Xerox offices in Europe, Asia Pacific and North America. Mobility-based email clients. Provides solutions to local and web-based applications hosted in Xerox servers. Network based resources such as shared folders, personal folders and printers located within and outside of Xerox offices. Technical Support Representative August 2014 – July 2015 24/7 Inc., Philippines Support and troubleshoot cable high speed internet connection and wireless configuration. Responsible for customer satisfaction through effective handling of customer problems. Provide customers with product and service information. Accurately identified customers’ needs and provided relevant information and advice for customer decision-making. Technical Support Representative December 2013 – August 2014 West Contact Services Support and troubleshoot cable high speed internet connection and wireless configuration. Responsible for customer satisfaction through effective handling of customer problems. Provide customers with product and service information. Accurately identified customers’ needs and provided relevant information and advice for customer decision-making. Technical Support Professional November 2010 – December 2013 Stream Global Services Quickly responding to customer enquiries and concern. Escalated issues as needed and maintained communications with customer and Technical teams. Extensively utilized Remedy to record and track issues. I provide support to my team mates and serve as a Subject Matter Expert. I on board new agents to the team, introduce policies & procedures and tools that we use. I look out for any issues that we may encounter before it becomes a Known Issue. That is to provide resolution or work around for any problems that other customers may encounter. I make my team mates know our call drivers to prepare us on how we should go about the support we will provide our customers. Technical Support Representative July 2009 – November 2010 Teleperformance Philippines Support Wireless Broadband and ADSL Connection for Telstra / Bigpond (Australia). Provide outstanding customer service while answering customer questions or technical problems over the telephone (Inbound/Outbound). Responsible for escalating support issues to the appropriate experts within the company, owning technical support issues until resolution and acting as primary support liaison between company and customer. Document customer issues to allow level 2 supports to create solutions and future enhancements. Keep customers informed of how and when problems are resolved. Promotes opportunities for additional products and services. Do email client configuration and set-up (Windows). Configure and troubleshoot windows computer. Technical Support Representative May 2008 – May 2009 Sykes Asia Handled calls for a DSL company at the southern part of the United States. Assisted customers in setting up wireless connection in their homes. Provided assistance and walked customers through the process until their connection issues are resolved. Had zero ratios for non-productive dispatch, always checked all connections before calling in a technician.