Help Desk Analyst
Received in-bound/Made out-bound calls for technical support for high speed data, digital phone, video services and email support, with proper diagnosis and resolution of software and hardware problems. This includes application support, Outlook mail, Internet Explorer, antivirus and desktop configuration. Use trouble ticketing system (Grandslam and Remedy) for tracking customer's interactions and resolve complex issues.
- Led team to lower total cost by 15% by maintaining a very low "transfer rate".
- Generated 25% additional revenue by leading team to record best "First Call Resolution" percentage. Achieved performance awards by using analytical skills to obtain key information, aiming to resolve issues on first call basis.
- Maintained customer satisfaction rate of 95% or higher.
- Promoted to "Team Lead" in about six (6) months in the position and mentored new employees.