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Rose Shainah Mae User

@roseshainahmaeuser

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Experienced technical advisor skilled in troubleshooting, customer support, and problem resolution.

Philippines

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What I'm looking for

I am seeking a technical support or advisor role where I can apply troubleshooting expertise, clear customer communication, and problem-solving to improve customer satisfaction and grow into higher-level technical responsibilities.

I am a dedicated technical advisor with hands-on experience providing inbound and outbound customer support, remote diagnostics, and escalations for complex technical issues. From 2021–2023 I handled a wide range of connectivity and device problems; since 2023 I have provided higher-level analysis and solution recommendations.

My background in hospitality studies strengthened my customer-relations, communication, and problem-solving skills, allowing me to deliver clear, patient guidance and maintain quality service under pressure. I focus on diagnosing root causes, guiding customers step-by-step, and coordinating with higher-level teams when needed.

I bring attention to detail, multitasking ability, and a commitment to resolving customer issues efficiently while preserving a positive customer experience. I am eager to contribute technical expertise and strong service orientation to a team focused on customer success.

Experience

Work history, roles, and key accomplishments

Technical Advisor

Concentrix

Jan 2023 - Jan 2025 (2 years)

Provided expert technical guidance for complex product and service issues, conducted root-cause analysis, recommended effective solutions, and supported escalations to ensure resolution and customer satisfaction.

Root Cause Analysis Technical Advisory Problem Solving Escalations Cross Functional Collaboration

Technical Support Representative

Alorica

Jan 2021 - Jan 2023 (2 years)

Handled inbound/outbound customer interactions to troubleshoot connectivity and device issues, performed remote diagnostics, guided customers through step-by-step solutions, and escalated complex cases to higher-level support.

Technical Troubleshooting Customer Support Escalation Management Modem Router Setup

Education

Degrees, certifications, and relevant coursework

Bestlink College of Hotel and Restaurant Services

Hospitality Management

2018 - 2020

Completed hospitality-focused training covering front office operations, housekeeping, food and beverage service, culinary fundamentals, event management, and customer relations.