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Maria Angelique
Arcaina

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Reputation
10
Finished gigs
0
Finished jobs
0
Website
Not specified
Country
Not specified
Skills
Web, Mobile & Software Dev
IT & Networking
Data Entry
Android
Mobile Apps
Proofreading
Spelling
Grammar
Punctuation
Virtual Assistant
Contact lists
Google Docs
Appointment Setter
Chat Support
Email Handling
Customer Support
Telephone Handling
Email Communication
Desktop Applications
Email Template
Browser Extensions
Windows
Excel
Social Media Management
Email Platform Support
Critical Thinking
Adaptability
Arranging Meetings
Problem-Solving
Social Media Platforms
Specialization
Hourly rate
Not specified
About me
With 12 years of extensive experience in the Business Process Outsourcing (BPO) industry, I bring a wealth of knowledge and expertise in various roles such as Technical Support Representative, Non-Voice Tech Support, Team Leader, Collections Representative, and Roadside Assistance Representative. Throughout my career, I have honed my skills in providing exceptional customer support, troubleshooting technical issues, managing teams effectively, and exceeding performance targets. My experience in diverse roles has equipped me with the versatility to adapt to various client needs and industries, ensuring high-quality service delivery at all times. As a freelancer, I am committed to delivering top-notch results while maintaining flexibility and adaptability to accommodate different project requirements. I thrive in dynamic environments and possess strong communication, problem-solving, and leadership abilities that enable me to collaborate effectively with clients and team members alike.

Work experience

Collective Solution
January 2022 – July 2023
Job title
Roadside Assistance
Work experience & achievements
- Creating ticket for customers’ roadside service requests. - Follow up on created tickets. - Looking for an available tow company/service provider. - Reassigning the ticket to a different tow company/service provider if the assigned tow company/service provider can’t do the job. - Calling the customer to check if the job is done. - Marking job completed.
Iqor Philippines
August 2018 – March 2021
Job title
Collections Representative
Work experience & achievements
- Assisting Sprint and T-Mobile customers with their bill concerns. - Calling customers with delinquent accounts and collecting their payments. - Giving the best payment arrangement to the customer who can't make a payment. Making an agreement that's suitable for both customer and the company. - Re-instating accounts. - Processing payments
Acquire Asia
January 2015 – August 2018
Job title
Technical Support Representative
Work experience & achievements
Technical Support(Inbound) Jan 2015 - Doing troubleshooting steps for internet, landline, VoIP, email and mobile phone for a Telco account in Australia. Assisting on call. Technical Support (Non Voice) Feb 2016 - Doing same tasks as above but communicating to customers over the Email, LiveChat and Social Media Platforms Team Leader Jan 2017 - I applied and got promoted to Team Leader for Tech Support Representative that handles Email, Chat, and Social Media. - Assisting agents with their admin, finance, and HR concerns. - Email Management. Responding to management's emails. - Calendar Management. Scheduling events, meetings and one-on-one coaching sessions. - Tasks and workload delegation. - Supporting agents while they’re assisting customers. - Evaluating their emails and chats with the customer. - Coaching agents. - Facilitating meetings, team building, training, and seminar. - Evaluating agent’s monthly performance. - Sending daily, weekly and monthly reports.
Teletech
February 2008 – September 2013
Job title
Technical Support Representative
Work experience & achievements
- Providing technical support for AT&T customers in the USA. - Troubleshooting TV, phone, and internet concerns for customers in the USA through the phone. - Scheduling a technician appointment if needed and checking the status of an appointment. - Upgrading and downgrading customer’s service. - Educating basic information about customer’s bills. - Processing replacement or additional equipment orders. - Educating the customer about their programs or channels. - Checking the speed of their internet. - Checking wiring, resetting equipment, sending the signal, rebooting equipment, wireless and wired connection to the modem. - Updating anti-virus software, installing/uninstalling software, deleting caches and cookies, updating the browser. - Educating the customer on how to get online to access their account. - I was promoted to Subject Matter Expert in November 2012. - Assisting and supporting other Technical Support Representatives. - Taking escalated, supervisor, or manager calls

Education

Datamex Institute of Computer Technology
Graduation year: 2007
Level of study
HND
Major / Field of study
Computer Information and Technology
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