Karl Alen
@karlalen
Customer service and IT support professional with proven sales success.
What I'm looking for
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.
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.
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.
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.
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.
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.
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.
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.
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.
Availability
Location
Authorized to work in
Job categories
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