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
