Arsenio Arevalo Over 10 years of experience in technical support and customer

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Zendesk Specialist

AIRSPACE INTEL APAC

Nov 2023 - Current (2 years 8 months)

• Responsible with order building and flight booking of shipments and tenders. • Approves day to day shipments and verifies if shipment has reached destination. • Responsible for monitoring shipments and oversees communication with shippers.

Logistics

Convoy Logistics

Aug 2020 - Sep 2023 (3 years 2 months)

• Responsible in creating work order manually. • Approves day to day to shipments with an SLA depending on shipper. • Provides and send BOL -Bill of Lading / shipment details • Responsible in making JIRA ticket if need be.

Helpdesk Analyst / Technical Support for Wells Fargo

Genpact Services LLC

Jan 2014 - Dec 2018 (5 years)

• Provides customer support, service and technical support through analysis and problem resolving to enable installation, maintenance, education, implementation, and documentation of a variety of software and hardware technologies using remote communication or through phone to the client or the end user. • Provide excellent services through phone to IT users for basic end user related hardware and software, desktop related LAN network systems. • Configuration and resetting the network access accounts whenever required. -Installation of new hardware and software. • Processing software's and hardware's by coordinating user setups, installations, and upgrades. Provides training to end users.

Process Associate

Genpact Services LLC

May 2008 - Dec 2013 (5 years 8 months)

• Handles banking accounts of Wachovia/Wells Fargo customers. • Giving balance information. • Solving customer's banking problems. • Keeping bank account information private.

Helpdesk Specialist/ Assistant Team Leader

ePLDT Ventus

May 2003 - Oct 2007 (4 years 6 months)

• Conducts coaching sessions for new hires to discuss team performance ratings and individual performances. • Handles escalated calls center wide, concerning accounts or any other customer complaints. • Completes and collates team reports on a daily and monthly basis. • Assisted quality assurance team by monitoring calls and being able to grade the calls. • Trained and completed technical training for DISH Network.

Arsenio Arevalo

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