This document contains a summary of qualifications and experience for Pretchy Joy E Uayan, including a competitive degree in Business Administration and experience providing customer service and technical support. Key skills include customer service, communication, technical troubleshooting, and sales. Previous roles include positions at Sykes Asia, Inc. and vCustomerPhilippines Inc. providing customer support.

1. Pretchy Joy E Uayan
033 Rosal St. PFCI San Andres Cainta, Rizal
pretchyuayan@outlook.com
09164963123
SUMMARY
A competitive graduate of Bachelor of Science in Business Administration Major in
Management who is committed to professional growth and development; knowledgeable
in providing excellent customer care in any type of escalations; completed Professional
Employment Program by LiveIt Global Services Management Institute's - Ayala Company and
gained competence on Customer Service, Technical Support and Sales Delivery.
______________________________________________________
SKILLS AND ABILITIES
CustomerService Skills
• Effectively de-escalated angry customers concerns by putting myself on their shoes
and sincerely help them; got customers trust.
• Actively listened to customers by jotting down notes; identified customers main
concern.
• Consistently educated the customers by giving updated information about company's
processes; made customers knowledgeable.
• Successfully provided the best resolution for customers by understanding their needs
and analyzing their concerns properly; maintained customer satisfaction level.
Communication Skills
• Confidently expressed myself by organizing thoughts and putting framework when
delivering speech; overcome public speaking.
• Effectively conversed with foreign nationals over the phone by talking in neutral
accent; developed good voice quality.
• Openly listened to people corrections by practicing what they advised; improved
grammar and pronunciation and become more conversational.
Technical Support Skills
• Properly instructed customers to do troubleshooting steps by adjusting to customers
pace or proficiency level; easily eliminated possible root causes.
• Maintained good conversation with customers by applying building rapport
techniques; provided great customer service experience.
• Successfully determinedroot causes of customer technical issues by asking closed and
open ended questions; resolved customers problems.
Sales Skills
• Consistently executedsales delivery transactions by being enthusiastic and persuasive;
closed the sales.
• Effectively handled customers objections by uncovering hidden objections and
matching the features and benefits of the product on their needs; customers availed
the product.
______________________________________________________
WORK EXPERIENCE
Sykes Asia, Inc. Technical Support Agent October20, 2014 – February 9, 2015
•Provide first level technical support by assessing the problems and issues encountered
by the customers.
•Provide step by step procedure to troubleshoot technical concerns.
•Ensure good call quality and excellent service at all times.

2. Pretchy Joy E Uayan
vCustomerPhilippines Inc. Associate Customer Support October14, 2013 – June15, 2014
• Professionally handle incoming calls from customers and ensure that issues are resolved
both promptly and accurately;
• Thoroughly and efficiently gather customer information, assessed and fulfilled customer
needs, educate the customer where applicable to prevent the need for future contacts and
document the interaction through contact tracking;
• Provide quality service and support to the customers' needs;
• Meeting performance and attendance requirements of the program prescribed by the
company.
______________________________________________________
TRAINING/CERTIFICATION
Professional Employment Program
LiveIt Global Services Management Institute's - Ayala Company
EDUCATION
Bachelorof Science in Business Administration Major in Management
Jose RizalUniversity
REFERENCES
October2014
October2014
______________________________________________________
______________________________________________________
Ross KlemAntonio
Instructor, Professional Employment Program
LiveIt Global Services Management Institute's -
Ayala Company
33/f Tower One Ayala Triangle Ayala Avenue
Makati City, 3226 Philippines
09209700475
Lorna A. Adalid,PhD
Professor
Jose Rizal University
80 Shaw Boulevard Mandaluyong City, 1552
Philippines
09399214479
_______________________________________________________________________________________
_______________________________________________________________________________________
033 Rosal St. PFCI San Andres Cainta, Rizal pretchyuayan@outlook.com 09164963123
Page 2