Raphael Vincent Tolentino

I've been with the call center(BPO) industry for approximately 7 years working mostly on technical support side and admin tasks. Accurate and driven by delivering the best quality of service to clients. I am always optimistic and highly motivated to learn new things. I am focused and hands-on to ensure delivery/resolution on time. I have strong analytical and probing skills to ensure positive resolution to any inquiry/issue.

I am hardware and software specialist for computers and Smart TVs dealing with issues covering a wide range of technical troubleshooting like virus removal, computer/system optimization, application troubleshooting, remote troubleshooting, network troubleshooting, operating system installation, data backup, peripheral connectivity configuration/setup and so on. I was a Pod Lead that handles a small group of people providing scores, feedback and other related work similar to a supervisor. A Quality POC and Customer Centricity Ambassador that aims/promotes for a perfect customer-representative relationship experience. I was part of an Account Provisioning Team for a Title and Escrow company which handles creation, modification, and termination request. Conduct meetings with the Business Presidents/ Managers together with Local Technicians to address similar request mentioned.

Related Knowledge/Training:
Samsung Technical Support Training for Television
Information Technology Infrastructure Library V3 (Cognizant Internal)
Leadership Training (Leading Team in an Individual Contributor Role)
Feedback and Coaching
Presentation Skills
Dell Certified System Expert (Desktop and Portables ID Number: 2462620 and 2464967 respectively)
Verizon Broadband High Speed Internet Training
Dell Printers Training
Hughnet Broadband Unbound Basic Accounting and Technical Assistance Training