Open to opportunities

joan bagnol

@joanbagnol

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Dedicated technical support representative with a focus on customer satisfaction.

Philippines

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What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated technical support representative with a strong commitment to delivering exceptional customer service. With experience at Transcosmos Asia Philippines, I have honed my skills in diagnosing and resolving intricate technical issues while maintaining a 10-star customer satisfaction rating. My ability to compile comprehensive customer insight reports and manage sensitive data has been instrumental in enhancing customer experiences.

Previously, I served as a Customer Service Representative and Subject Matter Expert at Alorica, where I provided guidance and support to customers, helping them navigate technical challenges. My leadership skills were recognized when I was promoted to SME within my first year, showcasing my expertise and dedication to team success. I am passionate about building trust with customers and colleagues alike, ensuring a collaborative and productive work environment.

Experience

Work history, roles, and key accomplishments

Technical Support Representative

Transcosmos Asia Philippines

Jun 2023 - Nov 2024 (1 year 5 months)

Attentively listened, astutely diagnosed, and effectively resolved intricate technical issues, adeptly guiding users through meticulously tailored step-by-step solutions. Achieved an exceptional 10-star customer satisfaction rating, demonstrating exceptional proficiency across voice, chat, and email communication channels.

Technical Support Customer Service Data Management Communication Skills Problem Solving Customer Satisfaction Product Knowledge Email Support Chat Support

Customer Service Representative / SME

Alorica, Philippines

Jun 2021 - Mar 2023 (1 year 9 months)

Provided assistance and support to customers by identifying and resolving technical issues through research and subsequent guidance. Attained promotion to Subject Matter Expert (SME) within the first year, showcasing expertise and dedication.

Customer Service Technical Support Mentoring Leadership Problem Solving Customer Relationship Management Training Quality Assurance

Billing Clerk

Lasaya RCA Builders

Aug 2019 - Mar 2021 (1 year 7 months)

Demonstrated strong analytical skills, with the ability to analyze data and make informed decisions to resolve complex issues. Possessed excellent communication skills, with the ability to communicate effectively with vendors, clients, and colleagues.

Billing Invoicing Data Analysis Communication Negotiation Problem Solving Microsoft Office Organizational Skills Financial Management Conflict Resolution

Customer Service Representative

Inspiro

Apr 2019 - Jun 2019 (2 months)

Responded to customer inquiries via phone, email, and chat in a timely and professional manner. Proactively identified opportunities to improve the customer experience and ensured customer satisfaction by resolving issues efficiently.

Customer Service Communication Customer Satisfaction Documentation Email Support Chat Support Phone Support Customer Experience Record keeping

Education

Degrees, certifications, and relevant coursework

University of Caloocan City

Bachelor of Science, Office Administration

Activities and societies: Member of Philippine Association of Students in Office Administration (PASOA).

Studied Office Administration, gaining expertise in office management and administrative procedures. Developed strong organizational and communication skills essential for professional environments.