Open to opportunities

Mellisa Libril

@mellisalibril

Message

Technical support representative with strong problem-solving skills.

Philippines

Message

What I'm looking for

I am looking for a role that offers opportunities for growth and development in customer service and technical support.

I am a dedicated technical support representative with a Bachelor of Science in Mechanical Engineering from the Technological University of the Philippines. My experience at Concentrix CVG has honed my skills in customer service and technical troubleshooting, allowing me to assist customers effectively with their accounting software needs.

In my role, I have successfully converted inbound calls and chats into sales while ensuring that customers receive quality service. As a Subject Matter Expert, I have taken on additional responsibilities, including monitoring calls for quality assurance and assisting fellow representatives in resolving complex technical issues. My ability to de-escalate supervisor calls and document unresolved problems has further enhanced my contributions to the team.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert

Concentrix CVG

Oct 2023 - Jan 2024 (3 months)

Supported customer service representatives in resolving technical issues and queries during inbound calls and live chats, ensuring quality guidelines were met. De-escalated supervisor calls and documented unresolved technical problems using ticketing software for engineering follow-up.

Technical Support Quality Assurance Troubleshooting Ticketing Software Customer Service Problem Solving

Technical Support Representative

Concentrix CVG

Sep 2022 - Jan 2024 (1 year 4 months)

Assisted customers with accounting software navigation via inbound calls and live chat, converting interactions into sales through quality customer service. Resolved technical queries and problems using various tools and Tier 2 support, documenting unresolved issues with ticketing software for engineering review.

Customer Service Technical Support Troubleshooting Sales Live Chat Ticketing Software Inbound

Education

Degrees, certifications, and relevant coursework

Technological University of the Philippines - Manila

Bachelor of Science, Mechanical Engineering

Completed a Bachelor of Science in Mechanical Engineering. The curriculum covered core principles and applications in mechanical engineering.

University of the East - Caloocan

High School Diploma, Science, Technology, Engineering, and Mathematics

Completed Senior High School with a focus on Science, Technology, Engineering, and Mathematics (STEM) strand. Also completed Junior High School at the same institution.