Ma. Grace Marqueses

Ma. Grace A. Marqueses Phase 2 Block 5 Lot 13 Lakeside Nest Subdivision Cabuyao, Laguna Philippines - Objective: Looking for the greatest opportunity to work from home as a technical support, customer service, global helpdesk, virtual assistant or anything related to my work experience. Skills: • • • • • • • • • • Having positive attitude, understanding, dedication, patience and commitment. Excellent communication and writing skills. Able to troubleshooting. Able to resolve technical issues. Excellent ability to adapt a changing environment. Excellent basic computer skills. Able to work in shifts. Excellent knowledge of Windows Operations Systems and software. Able to do other duties as assigned. Knowledgeable in Salesforce, Zendesk, Slack, Asana. Work Experience: Freelancer (Upwork/Onlinejobs.ph) – Administrative Virtual Assistant/Social Media Assistant (August 2015 to Present) • • • • Complete on-line research remotely to input the name, address, phone, title, of individuals in target markets. Uses Google sheets to input the gathered information. Updating the Client’s data base. Hitting the weekly target with assured quality. • • • Research for articles remotely based on the line of business of Ingram Micro. Evaluate each articles if qualify and generate a post for Twitter (not more than 140 characters), Google plus, and Linkedin. Do other duties as assigned. IBM Business Services – Global Helpdesk IT support (Citibank) 2 Evotech Bldg. Nuvali Sta. Rosa Laguna (October 2014 – July 2015) • • • • • • • • • • • • Handling Inbound Calls, Chats, and Emails. Verify the employees based on the Company standards and procedure. Resetting the user’s password Providing General information depending on the user’s needs Creating ticket on each and every call, chats or emails and resolve or escalate the ticket to the proper assignment group if needed. Assisting Technical issues on all applications that the Citi employee uses such as MS application (Excel, Word and Powerpoint), Web browser (IE, Chrome, Mozilla firefox, Safari. Uninstall and reinstall a software/program through admin access. Support all issues related to Blackberry Enterprise Providing accurate resolution to AVAYA or Cisco phone issues including the settings according to the Company standard. Basic computer hardware or software troubleshooting skills. Troubleshoot, and set up Outlook and Webex. Restore missing files/folder on the computer or Outlook Sutherland Global Services – Customer Service Representative (BlackBerry Smartphones) Carmona Cavite Phils (March 2012 – December 2013) • • • • • • Handling Inbound Calls and Emails. Attracts potential customers by answering product and service questions; suggesting information about other products and services. Opens customer accounts by recording account information. Maintains customer records by updating account information. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Recommends potential products or services to management by collecting customer information and analyzing customer needs. • • Prepares product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed. Teletech Sta.Rosa - Customer Service Representative (Telstra Postpaid and Prepaid Mobile Activation) Robinsons Tagapo Sta.Rosa Laguna Phils. (March 2011 – March 2012) • • • • • • • • • • Responded promptly and answered/resolved customer inquiries and complains. Communicated directly with customers by phone, electronically or face to face. Provided technical support to customers using maintenance procedure based on the company products. Investigated and resolved service issues and/or products’ problems. Managed customers’ database accounts, performed customer verifications and processed applications, orders and requests. Evaluated frequently all information to handle customer satisfaction level. Managed administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments. Kept records of customer interactions and action taken including – transactions, comments, and inquiries and complains. Wrote and kept accurate records of discussions or correspondence with customers. Produced written information for customers and followed up on customer interactions. Teleperformance Phil - Technical Support Representative (Telstra BigPond Cable,ADSL,and Wireless Internet) Edsa Mandaluyong City Phils. (November 2009 – febuary 2011) • • • • • • Responsible for handling all persistent cases. Responsible for providing technical support such as Home Networking issues, DSL , Cable and Wireless issues, software issues, email issues, login issues and passwords. Support to wireless and complex issues. Responsible for supporting Windows computer for Internet setup. Set up Home network. Done other duties as assigned. Education: Two – year Programming NC level IV Skill Power Institute Lores Antipolo City - 2006 – 2008 (Graduate) Antipolo National High School Cogeo Antipolo City - 1997 – 2001 (Graduate) Juan Sumulong Elementary School Sumulong Ext. Antipolo City - 1991 – 1997 (Graduate) Personal Information: Date of Birth : September 14, 1984 Place of Birth : Antipolo City Civil Status : Single Religion : Church of the Nazarene Weight : 48 kilos Height : 5’0