Gerard Tracy Paner
Edmonton,AB
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Support Ambassador
TDCX Philippines
09.2022 - 12.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Team Leader
TeleTech Holdings
05.2019 - 07.2022
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
Technical Support Representative
Acquire Business Process Outsourcing
10.2016 - 11.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Technical Support Representative
Concentrix, A SYNNEX Corporation
09.2015 - 09.2016
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Casino Table Games Dealer
Resorts World Manila
02.2013 - 05.2015
- Maintained fast, smooth game pace by efficiently handling dice, chips, money, and cards.
- Dealt appropriate number of cards to each player and verify placed bets before starting game.
- Inspected cards and gaming equipment to verify proper functioning and good working order.
- Enhanced customer experience by providing efficient and courteous service at the gaming tables.
Technical Support Representative
Concentrix, A SYNNEX Corporation
08.2011 - 06.2012
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Customer Service Representative
IBM Daksh Business Process Services Philippines
10.2009 - 06.2010
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
Customer Service Representative
Advanced Contact Solutions
08.2006 - 09.2009
- Enhanced customer satisfaction by efficiently processing ticket reservations and cancellations.
- Resolved customer complaints professionally and empathetically to retain loyalty.
- Maintained accurate records of ticket sales, refunds, and exchanges using airline software systems.
Education
Bachelor of Science - Hotel And Restaurant Management
Trinity University of Asia
Manila, Philippines10.2006
Bachelor of Science - Hotel And Restaurant Management
Dominican College
Manila, Philippines06.2004
High School Diploma -
Immaculate Conception Cathedral School
Manila, Philippines03.2001
Skills
- Product Knowledge
- Customer Education
- Brand Awareness
- Customer Engagement
- Product Recommendations
- Active listening
- Adaptability
- Time management
- Interpersonal skills
Languages
English
Native or Bilingual
Timeline
Support Ambassador
TDCX Philippines
09.2022 - 12.2023
Team Leader
TeleTech Holdings
05.2019 - 07.2022
Technical Support Representative
Acquire Business Process Outsourcing
10.2016 - 11.2018
Technical Support Representative
Concentrix, A SYNNEX Corporation
09.2015 - 09.2016
Casino Table Games Dealer
Resorts World Manila
02.2013 - 05.2015
Technical Support Representative
Concentrix, A SYNNEX Corporation
08.2011 - 06.2012
Customer Service Representative
IBM Daksh Business Process Services Philippines
10.2009 - 06.2010
Customer Service Representative
Advanced Contact Solutions
08.2006 - 09.2009
Bachelor of Science - Hotel And Restaurant Management
Trinity University of Asia
Bachelor of Science - Hotel And Restaurant Management
Dominican College
High School Diploma -
Immaculate Conception Cathedral School
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