MERRY GRICELLE MINA
Gatineau,QC
Summary
Customer and technical support expert with a track record of providing great service and solutions. Over five years of focused expertise in answering client questions, troubleshooting technological issues, and guaranteeing overall customer happiness. Capable of providing timely and effective support by employing a variety of communication channels and technical tools.
Overview
6
6
years of professional experience
Work History
Customer/Technical Support Representative
Geo Workforce Solutions Pty Ltd
01.2023 - 09.2023
- Respond to customer queries in a timely and accurate way, via phone, email, or chat - Identify customer needs and help customers use specific features - Analyze and report product malfunctions - Update internal databases with information about technical issues - Monitor customer complaints on social media and provide assistance - Share feature requests and effective workarounds with team members - Inform customers about new features and functionalities - Follow up with customers to ensure technical issues are resolved - Gather customer feedback and share it with Product, Sales, and Marketing teams - Assist in training junior Customer Support Representatives
Technical Support Representative III / Subject Matter Expert
Desire2Learn
12.2020 - 12.2022
- Provided basic to advanced platform & technical support to customers via phone, chat, and email - Conducted troubleshooting for platform & account issues - Created, maintained, and validated case management records - Interfaced with customers regarding other vendors' equipment - Created knowledge base articles for customer self-help - Validated escalated cases - Escalated cases to clients - Participated in quality and process calibrations - Audited agents' cases - Created weekly and monthly reports for the team - Provided coaching to agents - Participated in process development and workflow analysis
Customer Service Associate
AT&T
09.2019 - 06.2020
- Handled customer questions, complaints, and billing inquiries - Offered alternative solutions to retain customers - Maintained a working knowledge of company products and services - Utilized operational systems to process purchases - Resolved customer billing issues
Customer Service Representative
T-Mobile
07.2018 - 06.2019
- Handled customer questions, complaints, and billing inquiries - Offered alternative solutions to retain customers - Maintained a working knowledge of company products and services - Utilized operational systems to process purchases - Resolved customer billing issues
Primary & Secondary English Teacher
St. John Integrated School
05.2017 - 05.2018
- Handled primary and secondary education as an English Teacher - Prepared instructional materials and utilized technology for teaching
Education
Bachelor of Secondary Education Major in English -
Angeles University Foundation
Philippines01.2017
High School Diploma -
St John Integrated School
Pampanga, Philippines03.2013
Skills
- Customer Service: 5 years
- Technical Support: 2 years
- Customer Interaction
- Technical Troubleshooting
- Problem-Solving
- Communication
- Multi-channel Support
- Product Knowledge
- Remote Assistance
- Time Management
- Collaboration
- Documentation
- Conflict Resolution
- Mentoring and training
- Quality Assurance
- Goal-oriented mindset
- Customer Relations
- Data entry proficiency
- CRM software expertise
- Technical Proficiency
- Knowledge of Products/Services
- Data Entry
- Multitasking
- Note Taking
- Analytical Skills
Languages
English
Native or Bilingual
Timeline
Customer/Technical Support Representative
Geo Workforce Solutions Pty Ltd
01.2023 - 09.2023
Technical Support Representative III / Subject Matter Expert
Desire2Learn
12.2020 - 12.2022
Customer Service Associate
AT&T
09.2019 - 06.2020
Customer Service Representative
T-Mobile
07.2018 - 06.2019
Primary & Secondary English Teacher
St. John Integrated School
05.2017 - 05.2018
Bachelor of Secondary Education Major in English -
Angeles University Foundation
High School Diploma -
St John Integrated School