Ma. Andriane Cuentas

Skilled with a broad base of experience in technical support and operations. Fast worker able to resolve problems
quickly, delivering high levels of customer satisfaction. Excellent knowledge of Technical and Customer Service
Skills. Detail-oriented Account Associate with extensive experience in telecommunications, retail, and customer
service. Troubleshoots highly technical issues with ease and patience.

I've been with the industry for 10 yrs now, And I may say that I am well aware with the process and ways how to deal customer

Technical Support Representative III 12/2022 - 05/2023
TELUS INTERNATIONAL INC - Quezon City

● Responded to support requests from end users and patiently walked individuals through basic
troubleshooting tasks.
● Managed high levels of call flow and responded to technical support needs of customers.
● Explained technical information in clear terms to non-technical individuals to promote better
understanding.
● Managed customers' expectations of support and technology functionality in order to provide positive user
experience.
● Delivers Customer Service Expertise
● Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems
or respond to questions.
● Answered incoming calls from business customers on and products.

Associate - Travelport
WIPRO LIMITED (PHILIPPINES) – Quezon City 06/2019 – 05/2022

● Enter commands and observe system functioning to verify correct operations and detect errors.
● Provide coherent and intelligent problem descriptions to enable the incident to be referred to outside
suppliers or other teams without further reference.
● Respond to email messages for customers seeking help.
● Answer inquiries regarding information such as schedules, accommodations, procedures, and policies.
● Give technical assistance to the travel agents seeking help.
● Galileo GDS Expert
● Crisis Escalation Team
● Helps in investigation in solving crisis issues. Sending service alerts and advisories.
● Transfer and escalate responsibility to the most appropriate person (based on time, skills, experience, and
position), where appropriate.
● Provide constructive feedback to improved processes and to improve operation of the Helpdesk.

Account Associate II – AT&T
VXI GLOBAL HOLDINGS B.V. (PHILIPINES) - Quezon City 04/2016-05/2019

● Responded to support requests from end users and patiently walked individuals through basic
troubleshooting tasks.
● Managed high levels of call flow and responded to technical support needs of customers.
● Explained technical information in clear terms to non-technical individuals to promote better
understanding.
● Managed customers' expectations of support and technology functionality in order to provide positive user
experience.
● Described solutions to customers to assist in problem resolution.
● Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems
or respond to questions.
● Answered incoming calls from residential and small business customers on and products.

Technical Support Representative – Time Warner Cable
STARTEK PHILIPPINES, INC. - Pasig City 06/2015-11/2015

● Managed high levels of call flow and responded to technical support needs of customers.
● Identified potential sales and cross-selling opportunities in the course of delivery of support services.
● Identified and solved technical issues using a variety of diagnostic tools.
● Explained technical information in clear terms to non-technical individuals to promote better
understanding.
● Responded to support requests from end users and patiently walked individuals through basic
troubleshooting tasks.
● Answered incoming calls from residential customers about the products.

I am a 4th yr undergraduate taking up Bachelor of Science in Business Administration Human Resources Development Management at University of Caloocan City Philippines