Ma.Princess Delos Santos, Customer Service Representative/ Technical Support

About

I worked in the BPO industry for 3 years as a customer service and technical support. I've handled telco accounts such as Virgin Mobile in the United Kingdom, Verizon in the United States and Vodafone in the Australia. My level of English proficiency is conversational, One of my strenght is my excellent communication skills both written and verbal. I am highly motivated and results-oriented, can present infromation clearly and concisely. Proven ability to identify and solve problems, effectively and ensuring client satisfaction. I have strong technical knowledge, troubleshooting skills, problem-solving, analytical skills, ability to explain technical concepts clearly specially to those non-tech savy, I am patient and detail oriented. Examples of technicalities that I handled are handset issues, android to ios, internet connectivity, software glitches, websites and emails. As part of every engagement I maintain to have accurate records of the customer interactions and technical issues.

Experience

CONCENTRIX

Sep 2024 – Apr 2025

Philippines

Web Advisor

(BLUEHOST) Helping clients develop long-term plans and strategies for their websites, including goals, target audience and content.We recommend actionable steps to improve search engine visibility and ranking. Helps them secured their website by installing sitelock, suggesting for them to have their files, databses and emails backup everytime. Updating customer 's DNS record and setting their expectation about the 24-48 hours propagation. Strong understanding with the MX record, A record of a website. We cater email troubleshooting, such as setting up an account, email configurations to outlook, Gmail, Microsoft. We used wordpress to create a website, as our reliable platform.

TELEPERFORMANCE

Sep 2024 – Nov 2024

Philippines

CSR/ Technical Support

(TPG VODAFONE ) Diagnosing and resolving tecnical problems with Vodafone mobile devices, internet, services and other products. Identifying the source of the issue , guiding customers through troubleshooting steps or remotely accessing their devices to fix the problem. I do handled escalated issues, creating ticket case and always remember to give customer's follow up and update in a timely manner to ensure customer satisfaction.

ALORICA

Nov 2023 – Sep 2024

Philippines

CSR/ Technical Support

(VERIZON) Addressing a wide range of customer needs and inquiries, including but not limited to product information, order status, billing questions, complaints and general assistance. In line with solving technical problems related to products and services that requires deeper understanding of the product's and it's functionality and potential technical issues. Both roles often utilize similar tools such as ticketing systems and knowledge bases.

Foundever

Jul 2022 – Nov 2023

Philippines

Sales Representative/ CSR

(VIRGIN MOBILE ) Answering phone calls, respond to inquiries, resolving billing concerns. Identifying potential clients through networking, developing and delivering compelling sales presentations, cultivating strong client relationships, negotiating contracts and closing deals consistently exceeding sales quota.

Education

Mayamot National Highschool

Jun 2012 – Apr 2018

Accountancy and Business Management

Ma.Princess Delos Santos

Customer Service Representative/ Technical Support

Skills

Languages