Open to opportunities

Karl Alen

@karlalen

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Customer service and IT support professional with proven sales success.

Philippines

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What I'm looking for

I seek a role in a collaborative environment that values work ethics and offers growth opportunities.

I am a dedicated professional with over three years of experience in customer service and IT support, specializing in L2 helpdesk operations. My journey began in sales, where I excelled as a top sales associate, and transitioned into the tech industry, where I have honed my skills in troubleshooting and system support.

At PayPal Philippines, I successfully managed both Linux and Windows systems, providing remote support and collaborating with global teams to resolve complex technical issues. My ability to simplify troubleshooting processes and my recognition as a top performer reflect my commitment to excellence and teamwork.

With a strong foundation in customer service and a passion for technology, I am eager to contribute my skills to a company that values collaboration and innovation. I thrive in environments that challenge me and offer opportunities for growth.

Experience

Work history, roles, and key accomplishments

L2 Global Remote Support

PayPal Philippines

Nov 2021 - May 2024 (2 years 6 months)

Handled Linux and Windows system reformatting and reimaging on both remote and in-house assets. Collaborated with the Citrix Team regarding reinstallations, reconfigurations, and troubleshooting, simplifying the process for Five9 system issues and NICE support/setup.

Linux Windows Citrix Five9 Troubleshooting Systems Configuration

L1 Global Service Desk Support (GSD)

Collabera

Nov 2019 - Nov 2021 (2 years)

Collaborated globally with PayPal IT Technicians to provide better resolution to current system issues. Resolved technical issues via call, chat, and remote using Bomgar and Nexthink AI system.

Collaboration Technical Support Chat Support Bomgar IT Support

Sales Associate

Home Credit Philippines

Apr 2017 - Mar 2018 (11 months)

Achieved recognition as Top Sales Associate for two consecutive months. Consistently maintained an average of 400k in quality sales.

Sales Customer Service

Event Host/Coordinator

Events by Jessy

Jan 2011 - Dec 2014 (3 years 11 months)

Organized a variety of events, including weddings, debuts, and birthdays for clients. Managed all aspects of event coordination from planning to execution.

Event Planning Event Coordination Client Management Logistics Project Management Vendor Management

Customer Care Consultant

Teletech

Apr 2014 - Nov 2014 (7 months)

Handled general inquiries, billing, and product upselling for small to large businesses from Australia. Provided comprehensive customer care and support.

Customer Service Billing Upselling Client Communication Call Center Operations Problem Solving

Store Sales Supervisor

D'Urban Retail and Concepts

Jan 2012 - Dec 2013 (1 year 11 months)

Promoted from Sales Representative to Store Sales Supervisor for Trilogy. Received an award for being a Top Seller for two consecutive months.

Team Leadership

Travel and Tour Consultant and Sales Representative

SYKES Asia

Jan 2011 - Dec 2012 (1 year 11 months)

Received bonuses for consistently reaching quotas with overwhelming hotel reservations. Completed Hotels.com Basic and Advance Program within Expedia Training.

Sales Expedia Training Customer Service

Customer Service Representative/Collections Representative

Teleperformance

Jan 2009 - Dec 2010 (1 year 11 months)

Awarded as one of the Best Agents for three consecutive months and positioned 3rd for the Top Ten Agents of the month. Was a key part of the number 1 team for the AT&T collections department.

Customer Service Collections Team Collaboration Conflict Resolution Account Management

Education

Degrees, certifications, and relevant coursework

Eperformax

Certifier, Global Communications Training

Completed a certification program in Global Communications Training. This program enhanced skills relevant to international communication practices.

National College of Science and Technology

Bachelor of Science, Hotel and Restaurant Management

Pursued a Bachelor of Science in Hotel and Restaurant Management. Completed three years of undergraduate studies, gaining foundational knowledge in hospitality operations.

INFORMATICS Computer College

Certificate, Call Centre Training / English Proficiency

Completed Call Centre Training 101 and English Proficiency 101 courses. Gained foundational skills in call center operations and enhanced English communication for professional settings.