Joy Abunda

Experience

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  TeleTech Philippines

  Mar 2008 - Nov 2010

  Technical Support Specialist

  CHARTER COMMUNICATION • Handles technical support for ISP customers and assisting them in setting their internet connection and configuration both for Broadband and Wireless connection.• Trained in doing basic and advanced troubleshooting and restoring internet connectivity, slow speed, connecting but not transferring connection, configuring charter email, installing charter security suite and other related problem issue.• Up selling/cross selling of additional line of business and upgrading customer services. • Handles re-connection of HSD and Cable service, process payment arrangement, payment and scheduling truck roll assistance. Show less

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  RingCentral

  Nov 2010 - Apr 2017

  o Manage the implementation of projects, ensuring that all tasks are completed on-time and within service package. o Handle multiple projects across multiple VAR customers simultaneously while requiring little or no oversight and/or directiono Assess solution specifications in light of customer requirements and recommend solution changes that optimize value for both the VAR, customer and RingCentralo Develop a project plan by setting proper timelines for project tasks including requirements gathering, configuration, product training, solution testing, and production rollout with an average cycle of 5 to 10 business days.o Complete customer product demo after or before the Go-Live date. Show less o Apply knowledge of the company's services, VOIP technology and networking hardware and software. Provide technical support to customers. Understand network architecture required to support VoIP services. Recommend network hardware, software and design elements. Answer technical questions, solve technical problems and suggest appropriate workarounds. Provide quick and accurate handling of support interactions – phone, chat, screen sharing & email.o Handles setting up company greeting with menus, Multi-IVR system, call queues to basic & advance call forwarding, sending & receiving faxes, voicemail, presence, intercom and to other related settings.o Offer alternative solutions when appropriate if the issue is beyond the representative’s training and scope of responsibility with the objective of resolving the customer’s concerns.o Handle and resolve customer inquiries, questions, complaints, and billing concerns with the highest degree of courtesy and professionalism utilizing all resources available given to Tier 1 Representatives. Show less

  • VAR/Franchise Implementation Advisor

    Aug 2015 - Apr 2017

  • Technical/Premium Support

    Nov 2010 - Aug 2015
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  NICE

  Apr 2017 - now

  NICE inContact

  • Sr. Technical Success Advisor November 2020 – Presento Responsible for providing world class service to Nice inContact's customers, it include building long-term relationships with new and existing customers by being attentive to their immediate needs, proposing enhancements to product and/or services, ensuring the current solution is configured to deliver value, acting in a consultative fashion, and coordinating with internal departments to provide a collaborative solution that will leave the NICE inContact customer with a positive experience. o Engage in Customer Success initiatives (inbound and proactive outbound) as part of the pooled support or as a designated customer advocate. Client interaction will be done primarily over the phone, email, chat and/or via WebEx/Teams. o Work both independently and in concert with the Sales and Technical Services team. Together, these teams are responsible to ensure both customer longevity and systematic growth.• Technical Success Advisor II April 2017 - November 2020o Responsible for building long-term relationships with new and existing customers by being attentive to their immediate needs, proposing enhancements to product and/or services and leveraging appropriate company resources to address how clients can better interact with their customers using inContact technology products.o Manage accounts and deliver customer satisfaction, retention and consult with the client regarding their contact center business, identifying areas in which they can use their existing inContact products more effectively in coordination with best practices in the contact center industry.o Working with the Implementation Team from the day that a business unit was handed off until Go-Live. Conducts welcome aboard call and business objectives post go-live. Acts as a technical liaison or subject matter expert in matters of support to cross-functional inContact departments. Show less