日本と海外をつなぐクラウドソーシング

Convergys-Phils, Door of Hope Ministries, JAM Innovations and World Corps-Phils

Technical Analyst / Technical Support Representative, Billing Analyst, Tech Support/Acquisition officer

2005/10～ 2017/12

Technical Analyst / Technical Support Representative(Chat support)
Company Name : Convergys Philippines Services Corporation
Duration : June 2009 - July 2012, December 2016 – December 2017
Position Title : Billing Analyst / Technical Support Representative
Position Level : Customer Service Associate
Specialization : Chat Support
Industry : Call Center / IT-Enabled Services / BPO
Key Roles:
• Provide client support and technical issue resolution via chat.
• Reviews reported troubles to identify trends and potential problem on customer’s affected services.
• Identifies complex problems and reviewing related information to develop and evaluate options and implement solution
• Analyze, troubleshoot and resolve technical issues for voice, internet or data installation and connection issues
• Remotely configure and troubleshoot client's equipment or simply educate customers.
• Provide timely, high quality responses to customer questions and escalations while actively navigating internal departments .
• Test fixes to ensure problem has been adequately resolved.
• Escalate (when required) urgent problems requiring more in-depth knowledge to higher tiers.
• Perform post-resolution follow-ups to help requests.
• Record, track, and document the request problem-solving process,
including all successful and unsuccessful decisions made, and actions taken.

Billing Analyst(Chat Support)
Company Name : Convergys Philippines Services Corporation
Duration : July 2012 – December 2016
Position Title : Billing Analyst
Position Level : Customer Service Associate
Specialization : Chat Support
Industry : Call Center / IT-Enabled Services / BPO
Key Roles:
• Delivers quality chat interaction by probing to the problems and empathy to customers.
• Deals with financial totals and receipts, handling invoices and endorsements, and interacting and solving customers' issues all have time targets.
• Handles invoices, payment investigation, issuing billing adjustments, dealing with problematic invoices, delivering reimbursement checks and performing data entry.
• Assists and supports billing process department, ensuring hundred percent achievements in billing collections, ensuring confidentiality in all aspects of billing actions and handling responsibilities of billing records to Management team.
• Review billing reports to ensure accuracy and resolve any errors.
• Analyze potential discrepancies and issues and make necessary corrections to ensure accurate billing in the ledger.
• Follow standard processes and procedures
• Provide client support and utilize and databases to record of the results of interactions

Full Time Volunteer
Company Name : Door of Hope Ministries-Cebu
Position Level : Volunteer
Duration : Jan 2007 – May 2009
Specialization : Teaching the Bible
Industry : Religious

Key Roles:
• Teach the Bilble to adults and children.
• Praise and worship guitarist.
• Mid-week meeting moderator(Bible study).


Tech Support/Acquisition officer
Company Name : JAM Innovations
Position Level : Tech Support and purchaser.
Duration : April 2006 – Jan 2007
Specialization : Acquisition of materials and tools.
Industry : IT-Enabled Services
Department : Technical Department
Division : Technical Services and Engineering Division

Key Roles:

• Research and acquisition of materials.
• Support group of field staff.
• Maintenance of records and office equipment.


Field Staff
Company Name : World Corps Philippines
Position Level : Field Staff
Duration : Oct 2005 – April 2006
Specialization : Prospecting possible project sites in rural areas of Cebu.
Industry : NGO/ IT-Enabled Services
Department : Field monitoring and Projects
Division : Technical Services /Projects

Key Roles:

• Locate communities willing to support proposed projects.
• Support group of Project Planning and Control.
• Initiate contact with local community leaders and introduction of projects.
• Arrange meeting of project and local community leaders.
• Maintenance and follow up of existing projects sites.