Joseph Omar C.

Microsoft 365 Admin, Web hosting, QA/Analyst, Customer/IT Support

• Results-driven professional with 13 years of experience in customer service arena. Track record of conferring with customers by telephone or email correspondence to provide technical support or billing assistance. • Expert in troubleshooting Office 365 (Exchange, Teams, Sharepoint, OneDrive) and Web Application, website issues, email problem and resolve billing concerns. In-depth knowledge of principles and processes of customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. • Highly skilled in assessing agent's performance. Experienced at managing quality service through constructive coaching/mentoring. • Enthusiastic and highly skilled in dealing with customers to respond to inquiries and provide solutions. Well-versed in resolving customers’ grievances or billing complaints by performing activities such as refunding money, or provide information about their invoices. Comprehensive knowledge of administrative and clerical procedures and systems such as word processing, managing files and records. • Solid interpersonal and communication skills.