Chernadeth Malolos

• Assisting customer having issues with Anti-virus protection on multi devices globally.
• Handled customer complaints, provide appropriate solutions. Provide accurate, valid, and complete information by using the right method and tools.
• Remotely access the computer to resolve software issues. Walkthrough over the phone for the workaround or initial trouble shooting.
• Upselling of products. Doing outbound and inbound calls to make a follow up regarding clients cases.
• Respond to incoming requests for IT support and resolve network and software issues with computers.
• Removed malware, ransomware, and other threats from laptops and desktop systems.

• Handled Foxtel Campaign for Australian consumers using cable and internet services.

• Doing complex troubleshooting over the phone and booking repair technician appointment for consumers if needed.

• Subject Matter expert who trained new hires for them to be prepare for operation.

• Assisting billing and sales inquiry for new and existing customers.

• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

• Supervised operations staff and kept employees compliant with company policies and procedures.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Promoting medical care for USA/UK clients.
• Identified and resolved unauthorized, unsafe, or ineffective practices.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.
• Documented support interactions for future reference.
• Assisting consumers using At&t cable and internet inquiry and issue.
• Performing troubleshooting over the phone and setting up technician appointment.
• Helping customer migrating from satellite dish to Fiber optic connection.
• Managed large amounts of incoming phone calls. Tracking customer’s orders.

• Organized trips for individual, family and business travelers.
• Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
• Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
• Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Promoted dedicated customer service and support by promptly resolving customer complaints.

• Answered product and service questions, suggesting other offerings to attract potential customers.
• Handled Comcast Campaign for consumers using cable and internet services.
• Doing complex troubleshooting over the phone and booking repair technician appointment for consumers if needed.
• Researched and identified solutions to technical problems.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Diagnosed and troubleshot hardware, software and network issues.