Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic
Roberth Arca

Roberth Arca

Luzon Ave., Mafran Compound, Matandang Balara, Quezon City,Metro Manila

Summary

I am hard-working, happy go lucky, energetic and organized person as a Technical Support Representative with a 6 years of experience resolving complex services, troubleshooting and inquires not only for customers but also for field technicians. Proven track record in enhancing customer satisfaction and streamlining technical support processes at TELUS International Philippines. Leveraged expertise in Microsoft Office and exceptional problem-solving abilities to elevate service delivery standards. Demonstrated strong analytical skills and a commitment to excellence, significantly improving operational efficiency.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Service Desk Technical Support Representative IV

TELUS International Philippines
09.2023 - Current
  • Field support that take calls, and chats from technicians, representatives/partners with inquiries and troubleshooting regarding software programming, connectivity issues, order assignment for internet cables and facilities, billing information and other technical/communication concerns.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues. Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.

Operational Technical Support II

TELUS International Philippines
04.2018 - 09.2023
  • Subject Matter Expert Support to agents in regards to order assignment for internet cables and facilities, billing information and other technical/communication concerns.
  • Field support that take calls, chats and emails from technicians, representatives/partners with inquiries and troubleshooting regarding software programming, and connectivity issues.
  • Monitored systems in operation and quickly troubleshot errors and assisted with updating technical support best practices for use by team.
  • Conducted cross-skilled trainings sessions, call/chat audits, facing with clients, and offered assistance in implementing and developing training programs.

Operational Customer Service Representative III

TELUS International Philippines
02.2018 - 03.2018
  • Responded to customer requests for products, services, and company information and resolved associate, tool and service delivery issues revealed by statistical reports.
  • Answered constant flow of customer calls with minimal wait times and tracked customer service cases and updated service software with customer information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Operational Customer Service Representative III

TELUS International Philippines
10.2017 - 02.2018
  • Answered constant flow of customer calls with minimal wait times and provided primary customer support to internal and external customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor and managed timely and effective replacement of damaged or missing products.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Met customer call guidelines for service levels, handle time and productivity. Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.

Operational Customer Service Representative III

DOSTAVIM Trading Philippines
07.2017 - 08.2017
  • Outbound calls to the customers and customer-service focus.
  • Vendor relations. Created and maintained detailed database to develop promotional sales.
  • Reached out to customers after completed sales to suggest additional service or product purchases
  • Provided primary customer support on how to use the products and services.
  • Maintained up-to-date knowledge of product and service changes. Handled customer inquiries and suggestions courteously and professionally.

Operational Customer Service Representative III

SPI-CRM Global
03.2017 - 06.2017
  • Supporting customers with placing orders and making payments via the phone, online, or in person. Advising customers on suitable substitutes for dated, discontinued, or unavailable products.
  • Engaging with customers and ensuring any special instructions are followed and ensuring that orders are accurately selected, scanned, and packed.
  • Assisting with order collection, packaging, loading, and payment, where required. Keeping track of product offerings and availability.
  • Collaborating with store departments to ensure efficient service delivery.
  • Helping customers make the best possible purchases by providing advice, guidance, and excellent customer service.

Customer Service Assistant

ACE CENTERPOINT Mall
11.2016 - 02.2017
  • Liaising with and providing technical advice to design, marketing, purchasing and production staff. Producing samples (Laces and gowns designs). Dyeing and printing textiles.
  • Evaluating, identifying and selecting fabrics/products from suppliers.
  • Offered advice and assistance to customers, paying attention to special needs or wants and maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • · Checking products for suitability and testing for performance under various conditions and controlling production and quality standards for customer satisfaction.

Education

Bachelor of Elementary Education - Elementary Education

COLEGIO DE SAN LORENZO RUIZ DE MANILA INC
J.P. Rizal St., Brgy Calachuchi, Catarman N. Samar
04.2016

Vocational-Fish Culture Secondary - Fisheries And Aquaculture

ELADIO T. BALITE MEMORIAL SCHOOL OF FISHERIES
Sta. Clara, Bobon N. Samar
04.2012

No Degree - Elementary Curriculum

DANCALAN ELEMENTARY SCHOOL
Brgy. Dancalan, Bobon N. Samar
04.2008

Skills

  • Efficient in Microsoft Office tools like Excel, Words, Teams, Access and PowerPoint
  • Excellent verbal and written communication skills
  • Knowledgeable in computer troubleshooting and programming skills
  • Organized, patience and attention to detail
  • Customer and Technical service skills
  • Excellent interpersonal with strong analytical and problem solving skills

Languages

English
Native or Bilingual
Tagalog/Filipino
Native or Bilingual

Certification

  • 15th Annual Regional Convention Seminar-Workshop of the Philippine Organization of Science and Technology Educators (POSTE) Region 8 - November 14-16, 2014
  • Digital Forensics and Cyber Security Awareness Training - March 11, 2016
  • Call Centre Training Program, [Talent Avenue PH Management Incorporated Company] - March 8-15, 2017
  • Certified I Aspire Essential Program – My Growth, [TELUS International Philippines] - August 25, 2021

Timeline

Service Desk Technical Support Representative IV

TELUS International Philippines
09.2023 - Current

Operational Technical Support II

TELUS International Philippines
04.2018 - 09.2023

Operational Customer Service Representative III

TELUS International Philippines
02.2018 - 03.2018

Operational Customer Service Representative III

TELUS International Philippines
10.2017 - 02.2018

Operational Customer Service Representative III

DOSTAVIM Trading Philippines
07.2017 - 08.2017

Operational Customer Service Representative III

SPI-CRM Global
03.2017 - 06.2017

Customer Service Assistant

ACE CENTERPOINT Mall
11.2016 - 02.2017

Bachelor of Elementary Education - Elementary Education

COLEGIO DE SAN LORENZO RUIZ DE MANILA INC

Vocational-Fish Culture Secondary - Fisheries And Aquaculture

ELADIO T. BALITE MEMORIAL SCHOOL OF FISHERIES

No Degree - Elementary Curriculum

DANCALAN ELEMENTARY SCHOOL

Similar Profiles

CREATE PROFILE
Roberth Arca