Randy Salimbao
Sherbrooke,Canada
Summary
A high energy and results-driven professional with over 15 years of customer service and technical support experience. Excellent planning and organizational skills result in the optimum functioning of the department and the consistent achievement of customer service standards. Proven interpersonal and motivational ability ensure a strong team approach and the attainment of maximum performance levels and productivity.
Overview
16
16
years of professional experience
1
1
Certification
Work History
POD Specialist
Sherweb
05.2021 - Current
- Identify and solve complex technical issues related to our M365 products
- Ensure that the performance levels of a group of technical advisors are maintained and exceeded
- Act as the reference for your pod, guide case resolutions and assist with real-time coaching for call handling
- Be the first escalation level for technical issues by proactively and reactively answering questions
- Involve, consult, share and collaborate with your pod during technical issue resolutions
- Approve and advise for high-level escalations if high resolution delays or more advanced research are needed
- Ensure high-quality customer service through troubleshooting technical issues and handle technical call-backs
- Monitor technical case evolution and actively participate in their action plans
- Review and stimulate technical case backlog through advanced diagnostic aids
- Maintain skillset and knowledge through direct monthly case handling
- Provide status feedback and insight on your pod's concerns, behavior, communication and case handling
- Be occasionally involved in specific projects
- Provide technical training to your pod when required
- Stay up to date with best practices and technological changes within the industry
- Carry out all other related tasks per the job's evolution and departmental needs.
Customer Service Manager
Padyak
11.2020 - 04.2021
- Monitoring and managing support, and IT services desk to ensure optimal service
- Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Analyzing third-party as well as internal processes and creating strategies for service delivery optimization.
Customer/Tech Expert
Iqor Dasmariñas (T-Mobile Business)
01.2019 - 10.2020
- Asked personalized questions and identified products that matched customer's needs
- Troubleshoot and resolve problems related to devices and account services
- Displayed exemplary customer service during difficult interactions by employing empathy, a positive attitude and focusing on solutions
- Sustained ongoing customer relationships by building rapport and trust.
Process Associate Level 2 (CIP-FO)
Genpact (PayPal)
04.2018 - 12.2018
- Answer inbound phone calls from customers and work to resolve their queries in real time
- Research customer inquiries using the appropriate technology
- Proactively recommend and educate the customer about features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal
- Ability to help customer understand and navigate the PayPal site & product
- Deliver on metrics for example: phone handle time and customer experience
- Represent PayPal with a high level of professionalism and customer service at all times
- Maintain and promote a positive attitude while meeting productivity goals
- Continually display initiative to take on additional responsibilities toward professional growth
- Perform related duties as assigned.
Loan Specialist
Microsourcing
08.2015 - 04.2016
- Approve loans within specified limits and refer loan applications outside those limits to management for approval
- Contact applicants to obtain information for loan applications and to answer questions about the process
- Analyze applicants' financial status, credit, and property evaluations to determine feasibility of granting loans
- Explain to customers the different types of loans and credit options that are available, as well as the terms of those services
- Review and update credit and loan files
- Review loan agreements to ensure that they are complete and accurate according to policy
- Compute payment schedules
- Submit applications to credit analysts for verification and recommendation
- Confer with underwriters to aid in resolving application problems.
Technical Support Representative
Altisource (REVEL Systems)
06.2014 - 08.2015
- Provide support to merchants and provide troubleshooting and technical support via phone, web-based tools, e-mail and physical merchant visits
- Advise merchants regarding the best implementation practices and also address specific merchant's issues
- Analyzes user's needs and develops functional specifications
- Provides technical support for POS Help Desk
- Trains users and technical staff in the use of new software
- Supports user maintenance requests.
Customer Service Representative
EXL Philippines (AARP Roadside Service)
08.2012 - 04.2014
- Properly answer and accurately receive record and respond to members' requests from incoming telephone calls regarding Roadside Assistance and other related areas, while demonstrating a pleasant and professional telephone manner
- Assist Members, utilizing AARP maps and a PC based map program, to determine their breakdown location or tow destination, and to provide trip routing/mileage information as part of a 24 hours, 7 days a week, 365 days a year operation
- Deliver extraordinary customer service to Members, using sound business judgment, by accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources
- Listen and probe for additional information as necessary
- Make sound decisions concerning the prioritization of service (e.g., safety concern, extreme hardship to Member)
- Identify situations that require special handling and coordinate with the Trusted Friend Help Desk and the Dispatch unit
- Forward complaint information to Member Relations for follow-up.
Customer Service Representative
WEST Contact Services, Inc. (COMDATA)
09.2009 - 11.2011
- Accept and process customers call for fuel card approval
- Accurately receive, dispatch and process service requests
- Identifying customers' needs, clarify information, research every issue and providing solutions
- Build sustainable relationships and engage customers by taking the extra mile
- Adhering to all company policies and procedures.
Technical Support Representative
ICT Marketing, Inc. (Panasonic)
08.2007 - 09.2009
- Deliver troubleshooting and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business
- Responding to phones, chats and emails
- Answer broad range of customer inquiries
- Provides technical guidance and advanced training
- Gather customer's information and determine the issue by evaluating and analyzing the symptoms
- Follow standard processes and procedures
- Identify and escalate priority issues per Client specifications
- Follow up and make scheduled call backs to customers where necessary
- Redirect problems to appropriate resource
- Research required information using available resources.
Education
Certificate of Competency - Cook
Technical Education & Skills Development Authority
Philippines12.2011
Bachelor of Science - Electronics And Communication Engineering
University of Perpetual Help Rizal Molino Campus
Philippines01.2005
High School Diploma -
Infant Jesus Montessori Center
Philippines01.2000
Skills
- Proficient in M365 Office
- Computer hardware and software
- Communication skills
- Data collection and analysis
- Problem analysis and problem solving
- Decision-making
- Planning and organizing
- Presentation skills
- Stress tolerance
- Customer Relations
- Creative thinking
- Decision making
- Attention to detail
Languages
Tagalog
Native or Bilingual
English
Full Professional
Certification
- Basic Safety Course Training - July 31 - August 10, 2009
- Shipboard Culinary Course and Catering Management Training - December 6 - 21, 2011.
- General Tanker Familarization Training - October 31 - November 9, 2011
- Shore-Based Fire Fighting for Tankers Training - October 27 - 28, 2011
Timeline
POD Specialist
Sherweb
05.2021 - Current
Customer Service Manager
Padyak
11.2020 - 04.2021
Customer/Tech Expert
Iqor Dasmariñas (T-Mobile Business)
01.2019 - 10.2020
Process Associate Level 2 (CIP-FO)
Genpact (PayPal)
04.2018 - 12.2018
Loan Specialist
Microsourcing
08.2015 - 04.2016
Technical Support Representative
Altisource (REVEL Systems)
06.2014 - 08.2015
Customer Service Representative
EXL Philippines (AARP Roadside Service)
08.2012 - 04.2014
Customer Service Representative
WEST Contact Services, Inc. (COMDATA)
09.2009 - 11.2011
Technical Support Representative
ICT Marketing, Inc. (Panasonic)
08.2007 - 09.2009
Certificate of Competency - Cook
Technical Education & Skills Development Authority
Bachelor of Science - Electronics And Communication Engineering
University of Perpetual Help Rizal Molino Campus
High School Diploma -
Infant Jesus Montessori Center
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