Cyrus Jay Fiel Email & Phone Number

Cebu, Central Visayas, Philippines

As a Technical Support Engineer at Yotpo, I played a crucial role in providing exceptional support for our eCommerce clients, including those using platforms like Shopify, BigCommerce, and Magento. My primary responsibilities included:SMS and Email Deliverability Support: Ensured the successful delivery of SMS and email communications for merchants, troubleshooting issues related to deliverability, ensuring compliance with regulations, and optimizing sender reputation.Campaign Management: Assisted merchants in designing and executing effective marketing campaigns, providing guidance on best practices for engagement and conversion.Customer Subscriptions Management: Supported clients in managing customer subscriptions through our customizable pop-up forms, enhancing user experience and boosting sign-up rates.Technical Troubleshooting: Diagnosed and resolved technical issues in real-time, collaborating with engineering teams to ensure timely resolution and maintain high levels of customer satisfaction.Documentation and Training: Created and maintained technical documentation, troubleshooting guides, and training materials to empower clients and streamline support processes.Customer Communication: Maintained clear and professional communication with clients, providing timely updates and comprehensive solutions to ensure their success on the Yotpo platform.

Cebu, Central Visayas, Philippines

As a Technical Support Representative at Teleperformance, I provided expert troubleshooting and customer support for smart cameras and smart doorbell products from Ring Inc. My key responsibilities included:Customer Assistance: Assisted customers via phone and email, addressing inquiries and providing support related to smart cameras and doorbell cameras, ensuring a positive customer experience.Technical Troubleshooting: Diagnosed and resolved technical issues, including connectivity problems, device setup, and feature functionality, leveraging troubleshooting protocols to efficiently restore service.Product Knowledge: Maintained comprehensive knowledge of Ring Inc. products and their features to effectively guide customers in optimal usage and performance.Documentation: Recorded detailed interactions and troubleshooting steps in the customer management system, ensuring accurate tracking of issues and resolutions for future reference.Quality Assurance: Adhered to service quality standards and protocols, ensuring customer satisfaction and maintaining performance metrics.Feedback Loop: Provided insights and feedback to team leadership regarding common issues and customer concerns, contributing to continuous improvement efforts.Training and Development: Participated in ongoing training sessions to enhance product knowledge and stay updated on new features and troubleshooting techniques.

Cebu, Central Visayas, Philippines

As a Technical Sales Advisor at Concentrix, I provided exceptional customer service and technical support for smartphones and related services for Sprint customers. My primary responsibilities included:Customer Engagement: Assisted customers through inbound and outbound calls, addressing inquiries related to smartphone issues, features, and service options to ensure a positive customer experience.Technical Troubleshooting: Diagnosed and resolved technical problems, including network connectivity issues, device performance, and software functionality, utilizing effective troubleshooting techniques.Sales Support: Identified customer needs and provided tailored recommendations for smartphone purchases, accessories, and service plans, achieving monthly sales goals and enhancing customer satisfaction.Product Knowledge: Maintained in-depth knowledge of Sprint's smartphone offerings, promotions, and features to effectively inform and advise customers on the best options available.Documentation: Accurately recorded customer interactions and technical issues in the CRM system, ensuring thorough documentation for future reference and continuous improvement.Cross-Functional Collaboration: Worked closely with team members and technical departments to escalate complex issues and ensure timely resolution, enhancing the customer experience and maintaining high service standards.Performance Metrics: Met and exceeded performance targets related to customer satisfaction, call handling time, and sales conversion rates through dedicated service and support.

Cebu, Central Visayas, Philippines