Lorenz Aldip Sampana
Summary
Experienced with providing technical support in call center environment. Utilizes problem-solving skills to resolve customer issues effectively. Track record of maintaining high customer satisfaction through excellent communication and empathy. Offering strong foundation in technical aptitude and customer service, eager to learn and grow within technical support environment. Brings ability to quickly grasp new technologies and methodologies, particularly in software troubleshooting and system diagnostics.
Overview
16
16
years of professional experience
Work History
Engineer - Technical Support - PowerSchool
Movate Philippines, INC.
09.2022 - 01.2025
- Provided technical expertise to school staff in solving document submission issues, data importing errors, account access issues and other school related processes within the Naviance & Unified Talent systems.
- Enhanced client satisfaction by delivering technical solutions on time.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Tasked in escalating more complex issues to Tier 2 and collaborating with the internal teams in resolving the cases on time.
- Utilized Salesforce, Talkdesk, Slack, VDI, Internal tools (Auth0, Nav Admin Tool, CRM - Prod, Intersect - Prod, Ondemand) in accessing school Naviance and Unified Talent Systems to check and resolve issues.
Online Proctor/Technical Support
APOSI SSG - Proctor U
06.2020 - 06.2022
- Provide a sequence of service for all test takers once they have entered their exam through the exam submission and logging out process
- Responsible for the service levels and monitoring of all test takers as they complete their exams online
- Maintain the integrity of the exam process as committed to with all institution partners
- Ensures no academic breaches or violation of exam rules take place
- Witness the completion and submission of exams
- Complete close-out procedures and witness the logging out of test takers
- Report any occurrences that require an incident report to the Quality Control team, as necessary
- Providing Technical Support for test takers encountering technical issues prior to, or while in exam and also assisting the test takers as a Helpdesk Agent in connecting with a proctor or testing their equipment be ready for their exams
Chat and Email Customer Service Advisor
GVC Ladbrokes Coral PH
12.2018 - 03.2020
- Delivering consistently exceptional customer service and ensuring a great customer journey
- Provided first time resolution to customer contacts, taking into account the commercial value of each contact
- Escalate customer complex enquires to the Senior Customer Advisor and relay outcomes of investigations to customers
- Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives
- Handles all customer queries via chat and email
- 3 concurrencies on chat
- Assist customer's queries on Casino, Bingo and Sports betting
- Providing correct resolution/actions depending on the customer's needs
Call Center Inbound Sales Representative
Amberbase Solutions
12.2008 - 06.2009
- Handling inbound sales calls
- Probing for customer needs, wants and interests
- Explaining benefits and features of products and services
- Providing quality customer service
Education
Business Management -
PSBA – Manila
01.2012
Skills
- Problem solving
- Technical support
- Troubleshooting
- Team collaboration
- Customer Service
Personal Information
- Age: 37
- Place of Birth: Pasig, Philippines
- Date of Birth: 01/30/88
- Nationality: Filipino
- Marital Status: Married
- Religion: Roman Catholic
Accomplishments
- Achieved 100% customer satisfaction by resolving cases with accuracy and efficiency.
- Recipient of individual awards for providing stellar client service.
Languages
English
Bilingual or Proficient (C2)
Timeline
Engineer - Technical Support - PowerSchool
Movate Philippines, INC.
09.2022 - 01.2025
Online Proctor/Technical Support
APOSI SSG - Proctor U
06.2020 - 06.2022
Chat and Email Customer Service Advisor
GVC Ladbrokes Coral PH
12.2018 - 03.2020
Call Center Inbound Sales Representative
Amberbase Solutions
12.2008 - 06.2009
Business Management -
PSBA – Manila
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