Sheryl Rose Vender
16A Ullapool Road,WA
Summary
Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Commercial Sales Consultant
Jape Furnishing Superstore
Shop 10, 356-366 Bagot Road Millner, Darwin NT 08
11.2019 - Current
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
Internet Technical Support Representative
Sykes Asia
General Maxilom Avenue, Cebu Philippines
06.2017 - 08.2018
- Increased customer satisfaction by providing timely and accurate technical support for internet-related issues.
- Resolved complex connectivity problems through thorough troubleshooting and effective communication with customers.
- Streamlined the support process by creating clear and concise documentation of common issues and resolutions.
- Ensured a high level of customer satisfaction with prompt resolution of software, hardware, and network problems.
- Developed strong relationships with clients by consistently exceeding expectations in technical knowledge and problem-solving abilities.
- Boosted first-contact resolution rates through skillful assessment of client needs and identification of appropriate solutions.
- Maintained up-to-date knowledge of industry trends, technologies, and best practices to provide accurate information to customers.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Reduced repeat calls by effectively educating customers on self-help resources available online or via phone system prompts.
- Assisted in new product rollouts by testing functionality, identifying potential issues, and providing feedback for improvement before release to customers.
- Utilized advanced problem-solving techniques to identify root causes behind recurring technical concerns, ultimately leading to long-term resolutions benefiting both the company and its clients.
- Actively participated in ongoing training and certification programs to maintain a high level of expertise in the ever-evolving field of internet technology support.
- Demonstrated adaptability by supporting customers with various levels of technical proficiency, tailoring explanations and instructions accordingly without sacrificing accuracy or effectiveness.
- Maintained record of updates and applied fixes for online assets.
- Monitored regulatory compliance with industry standards and legal guidelines.
- Reviewed user feedback and customer support tickets to identify pain points within public user base.
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Diagnosed and executed resolution for network and server issues.
- Monitored network hardware operations to evaluate proper configuration.
- Designed and evaluated WAN and LAN connectivity technologies.
- Set up hardware and software in optimal configurations to meet network performance requirements.
Microsoft Technical Support Representative
Covergys Cebu Philippines
IT Park, Cebu Philippines
11.2014 - 01.2017
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Assisted in development of system security protocols.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Developed and implemented preventive maintenance procedures.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Helped streamline repair processes and update procedures for support action consistency.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone.
- Identified potential sales and cross-selling opportunities.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Monitored systems in operation and quickly troubleshot errors.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to computer software technical support needs.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
Education
Bachelor of Science - Business Administration
University Of Cebu- Banilad Campus
Banilad, Cebu Philippines10.2014
Skills
- Critical Thinking
- Clerical Support
- Organization and Time Management
- Social Perceptiveness
- Good Telephone Etiquette
- Data Entry
- Relationship Building
- Decision-Making
- Time Management
- Interpersonal Communication
- Attention to Detail
- Multitasking Abilities
- Organizational Skills
- Dependable and Responsible
- Microsoft Word
- Excel
- Outlook
- Powerpoint
- Excellent Communication
- Research
- Troubleshooting
Timeline
Commercial Sales Consultant
Jape Furnishing Superstore
11.2019 - Current
Internet Technical Support Representative
Sykes Asia
06.2017 - 08.2018
Microsoft Technical Support Representative
Covergys Cebu Philippines
11.2014 - 01.2017
Bachelor of Science - Business Administration
University Of Cebu- Banilad Campus