Nerissa Diaz – Administrative Assistant, Technical Support

I’m a single mom and wish to work at home to have more time with my daughter and also to provide her needs.

I took up Bachelor of Science in Secondary Education major in Biological Science. Despite my educational background, it did not hinder me from working in the corporate world. I applied as a technical Service Representative to one of the largest BPO companies in the country.

As a Technical Service Representative, I handled inbound and outbound calls from clients. I also have a strong command of English since we cater internationally – mainly in the US. I handled various accounts. I talked to customers about their internet service, phone service and TV service. I also learned how to multitask to ensure that my clients received proper help and wanted to make sure they avoid any problems in the future. It has made me much more expert in my work. I also worked as a chat/ email support where I respond to customer’s concerns through email and in social media specifically in Facebook and Instagram, tracking orders in Shopify, checking the status of the deliveries in fulfillment (Bpost).

I was awarded as one of the top agents in the industry during my years of working. Because of that, I was promoted to a Workforce Management Analyst. I act as the first point of contact for all service-related escalations while doing the real time queue monitoring. Sending hourly and End-of-Day reports directly to clients and managers through email. As a workforce specialist, I had a chance to undergo training about EXCEL101 where we learned about excel formulas like Vlookup, Powerquery, PivotTables, PivotCharts, and Slicers etc.

I possess a combination of skills and experience that make me stand out. In addition to my experiences, I’d bring a great attitude and willingness to take on any task.

In my previous job, I was always looking for ways to help out and always wanted to make myself useful. I’d bring this same energy and enthusiasm to your team, and predict I’d make an immediate impact. I will fit in beautifully and be a great addition to the team.

For a copy of Nerissa’s resume please click here.