ENGELBERT P.

MATUGAS

Objective

To obtain a good position as a technical support or a customer service

representative and use all the skills I learned, both physical and moral, to help
contribute in achieving your company’s goals.

Qualifications

 Able to handle inbound and outbound calls while resolving customer’s issues
 Has basic knowledge in computer hardware and Software troubleshooting.
 Has the ability to easily learn new tasks and can adapt to changes.
 Willing to work with other people.
 Able to speak English fluently
 Resourceful, responsible, honest and polite.

Working Experience

Oct. 2022 – March 2023 Sequential Technology Customer Support Rep

 Handle incoming phone calls from customers regarding health insurance inquiries, policy
coverage, claims, billing, and general information.
 Provide accurate and detailed explanations of Cigna's health insurance plans, including
benefits, coverage options, deductibles, and co-pays, ensuring customers understand
their policy terms.
 Assist customers with the enrollment process, explaining the application requirements,
necessary documentation, and deadlines to ensure a smooth enrollment experience.
 Address customer questions and concerns regarding billing statements, premium
payments, payment methods, and account balances, providing clarification and guidance
as needed.

March 2020 – Aug 2022 Results Tech Support Rep

 Assisted customers via phone with troubleshooting cable TV, internet, and phone service
issues.
 Responds to inquiries regarding cable, internet and phone services.
 Followed up with customers to ensure the successful resolution of their issues and
provide additional assistance if needed.
 Documented customer interactions, troubleshooting steps, and solutions accurately

May 2019 - Oct 2019 Sykes Tech Support Rep

 Assisted customers on resolving technical issues related to Google Fi services, devices,
and applications. Utilize troubleshooting tools, resources, and knowledge bases to
identify and resolve problems efficiently.
 Documented customer interactions, technical solutions provided, and steps taken to
resolve issues. Escalate complex or unresolved problems to higher-level support or
specialized teams for further investigation and resolution.
 Respond to customer inquiries via phone on queries like device setup, network
connectivity, billing inquiries, and service-related questions.

Feb 2018 – Feb. 2019 Teletech Customer Service Rep

 Handle inbound phone calls from DoorDash users and delivery partners, addressing a
wide range of inquiries, issues, and concerns in a professional and timely manner.
 Identify and troubleshoot problems with orders, payments, deliveries, and app
functionality, striving for effective resolutions and customer satisfaction.
 Assist customers with order modifications, cancellations, refunds, and rescheduling
requests, adhering to DoorDash policies and guidelines.
 Accurately record customer interactions, issues, and resolutions in the customer support
database, ensuring comprehensive and up-to-date records.

Nov. 2014 – Oct. 2017 Stellar Customer Service Rep.

 Handle inbound phone calls from passengers and potential customers, providing prompt
and professional assistance in a friendly and empathetic manner.
 Help customers with new cruise bookings, including providing information on available
itineraries, cabin options, pricing, promotions, and onboard amenities.
 Assist customers with modifying existing reservations, such as cabin upgrades, itinerary
changes, dining preferences, special requests, and onboard activities.
 Identify and address customer concerns, complaints, and inquiries
 Assist customers with payment-related queries, refund requests, and billing inquiries
 Accurately record customer interactions, issues, and resolutions in the customer support
database, and generate reports as required by the management team.

Nov. 2012–Feb2014 Sitel Tech Support Rep.

 Handle inbound phone calls from customers experiencing technical issues with their HP
printers.
 Help customers troubleshoot and resolve connectivity issues between their printers and
computers or other devices through step-by-step troubleshooting processes, both for
hardware and software issues.
 Guide customers through the initial setup of their HP printers, including unpacking,
connecting cables, configuring settings, and installing ink cartridges.
 Proficiency in accurately documenting customer interactions, troubleshooting steps, and
resolutions in a knowledge base or ticketing system.

April 2012 – Sept. 2012 Sutherland Customer Service Rep

  Respond to inbound customer emails promptly and professionally, addressing a wide
range of inquiries, concerns, and requests.
 Identify and resolve customer issues related to purchases, payments, refunds, returns,
shipping, and other aspects of eBay transactions, ensuring timely and satisfactory
resolutions.
 Provide accurate information and guidance on eBay policies, buyer/seller protections,
listing requirements, prohibited items, and any other platform-related queries.

Sept. 2008 - March 2012 Neung Yule Eduphone English Instructor

 Conduct one-on-one English language lessons via phone calls.

 Teach and assess learners' listening, speaking, reading, and writing skills, using a variety
of interactive and communicative teaching techniques
 Assist learners in improving their pronunciation, intonation, and overall fluency through
targeted exercises and drills.
 Provide constructive feedback and error correction to learners, helping them identify and
correct language errors to improve accuracy.
 Regularly assess learners' progress and proficiency levels, maintain records of their
performance, and provide progress reports or recommendations as needed.

April 2008 – July 2008 InfoNXX Customer Service Rep

 Receive inbound phone calls from customers seeking directory assistance.

 Assist callers in locating and verifying contact information for individuals, businesses,
government agencies, and other organizations.

Education
 Tertiary
1994 – 1999 Lyceum of the Philippines University Intramuros
Bachelor of Science in Electronic &
Communication Engineering
Secondary
1990 - 1994 Valenzuela Christian School (VCS) Valenzuela City
Elementary
1984 – 1995 Valenzuela Christian School (VCS) Valenzuela City

Personal Background

Nickname: Gilbert
Birthday: May 7, 1978
Birthplace: Caloocan City
Height: 5’4
Religion: Roman Catholic
Status: Single
Citizenship: Filipino