English - HR Writing

Position client is applying for

Tech Support Agent (Teleperformance)

Experience in years

5

Requires a motivation letter?

Yes

Original résumé

Phillip Rodrigues

Kra 16 # 12 - 40 Apt 602
Single
Colombian

ID 1020733*** - Age: 25

Home Phone Number: 31545204** / 66231** /

Cellphone: 30572145** - funkytrapp***@gmail.com

Work Profile

I will always put all the experience and knowledge that I have been acquiring throughout my career in order to achieve not only my personal goals but also for the company to grow and increase revenue.

My main focus is about using the resources that I have around me in the smartest way possible so new projects coming in will be successful.

Work Experience

Convergys

Tech Support Agent

Time: February 2019 – July 2019

Tasks and Accomplishments

Technical support agent for FLIR a security and surveillance company in Canada providing services also in United States. The support would go from the installation out of the box up to setting up the whole security system synchronizing all the devices that the customer

owned in order to create a whole set up that will monitor actively 24/7 any activity in the customer’s location. Repairing or updating those systems was also part of the support provided, most of the times using remote connection to guarantee customer satisfaction and an effortless experience.

Sutherland

Consultant

Time: June 2018 - October 2018.

Direct Leader: Andres ***

Phone: 7457090

Tasks and Accomplishments

Consultant for the Google campaign here in Bogota. My main duty is to assure and resolve all of the customers’ requests in regards to Tech Support for their corporate accounts.

I would provide support mainly for mail services, data migration services, configuring organizational units for companies using Google Apps for Work, and any other application that is related it.

The support is mainly back office, since there has to be analysis on important files and procedures that take place in the customer’s web host or Google Account.

Convergys

Customer Service Representative

Time: August 2014– February 2015

Tasks and Accomplishments

I was able to not only improve my english level but also to know more about the performance of one of the biggest companies that is worldwide recognized as AT&T is. They gave me the oportunity to show my efforts, my skills and also the motivation that i have in order to get promoted based on the job that i do and also on the satisfaction that i provide to the customers with the effectiveness that i work.

Freelance Translator

Time: July 2017 onwards

Tasks and Accomplishments

Translation of phone service scripts, subtitles and technical parts manuals for freight vehicles.

Sacred Eden

Sales and Customer Service Manager

Time: February 2017 - November 2017.

Direct Leader: Fletcher ***

Phone: 70388**

Tasks and Accomplishments

• When I came into the company I was initially hired as a customer support agent after that I was able to create a more solid department for the company streamlining all the processes for an accurate and historical reporting for inbound campaigns as well as setting up KPIs for the agents.
• QA department and BackOffice department were built was well. One of my main duties was actually maintain the phone software working all the time so all the IVRs were in place to receive incoming calls .
• This operation had a growing from 5 agents to 25 distributed in different areas in order to achieve the goal of a 24 Hours Response Team.
• I was able to escalate as well to the Sales Department as management setting up the whole system as well, and in charge of other tasks such as lead management according to the product that was offered at the moment. 
• scripts developing for outbound selling and verifying the legitimacy of the calls so there was no threats against the company.
• Sales were increased constantly from 75 to 100 in a month basis to 300-400 units sold in a week, increasing the ratio of new customers by 15% in 2 quarters.
• In my latest time in the company I was performing Real Time Analyst duties, making sure that the Queue for the Customer Service line was available at all times, and also I was in charge of reporting every single KPI related to the agents and their scheduling.

Col Service Center

Back Office Agent

Time: August 2015 - January 2016

Direct Leader: David ***

Phone: 61663**

Tasks and Accomplishments

Principal duties were to take calls in the beginning of my career within the company, after that I was promoted to Back Office, where i was in charge of taking chats and giving immediate response to the customers request and also to make daily reports about the performance of the operation.

Studies

Politecnico Colombo Andino

Texts Translator

January 2012 – June 2012. Interrupted

Languages

Native: Spanish

Secondary: English

Additional Studies

Comfenalco

Advance English

feb 2005 - nov 2005

References

Convergys

Tech Support Agent

Time: February 2019 – July 2019

Direct Leader: Juan ***

Phone: 31233932580

Convergys

Customer Service Representative

Time: August 2014– February 2015

Direct Leader: Karen ***

Phone: 58971**