Kimberly Dela Cueva
@kimberlydelacueva
Technical support and customer service representative at Sitel Philippines, resolving billing and device issues.
PhilippinesWhat I'm looking for
At Sitel Philippines, I provide technical support for Wide Open West, helping customers pair remotes, reset passwords, and set up webmail. I also diagnose hardware and software issues and arrange technician visits when needed.
Previously, I supported Groupon UK&IE as a Subject Matter Expert in Escalations, reviewing customer feedback and working with the team to improve documentation. I also handled customer service for Macy's.com & Bloomingdales, responding to order, payment, and product inquiries.
Experience
Work history, roles, and key accomplishments
Customer Service Representative - Billing
Sitel Philippines
Jan 2020 - Present (6 years 9 months)
Responded to customer billing inquiries, processed payments, and made account adjustments. Enrolled customers in paperless billing and autopay.
Technical Support: Voice
Sitel Philippines
Jan 2020 - Present (6 years 9 months)
Provided step-by-step support for technical issues including remote pairing, email setup, and hardware/software troubleshooting. Arranged technician visits and escalated high-risk issues to dispatch.
Subject Matter Expert I Escalations
Sitel Philippines
Jan 2018 - Dec 2020 (2 years 11 months)
Handled escalated supervisory calls and analyzed customer enquiry patterns to improve documentation. Reviewed satisfaction surveys and developed improvement plans with management.
Customer Service Representative
Sitel Philippines
Jan 2017 - Dec 2018 (1 year 11 months)
Engaged with customers, provided answers to inquiries, and processed orders and complaints. Resolved issues regarding deliveries, damages, and claims to ensure customer satisfaction.
Caregiver
May Fair Christchurch
Jan 2014 - Dec 2014 (11 months)
Performed basic care tasks including cleaning rooms, preparing meals, and providing companionship and emotional support.
Education
Degrees, certifications, and relevant coursework
Far Eastern University
Bachelor of Science, Tourism Management
2008 - 2011
Pursued a Bachelor of Science in Tourism Management at Far Eastern University from 2008 to 2011.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
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