Bni Esmael Cramel

About the Candidate

BNI ESMAEL CRAMEL
Davao City, Philippines 8000
📞 +63-953-564-3303 | 📧 [email protected]

Professional Summary
Highly skilled Customer Support Specialist and Technical Professional with over 3 years of experience in BPO, technical support, and sales. Proven ability to troubleshoot complex issues, handle customer concerns, and drive revenue through upselling and retention. Strong background in legal case management and IT, including hardware/software repair. Adept at managing multiple responsibilities with efficiency and professionalism.

Core Skills & Competencies
Customer Support & Retention: Expert in handling inquiries, resolving issues, and retaining customers.
Technical Support & Troubleshooting: Strong expertise in network connectivity, device diagnostics, and software fixes.
Sales & Account Management: Proficient in upselling, handling objections, and closing deals.
IT & Hardware Expertise: Skilled in hardware repairs, OS installations, malware removal, and system optimization.
Legal & Case Management: Experience in probation supervision, risk assessment, and compliance monitoring.

Work Experience
Senior Technical Support Specialist / Customer Service Representative
VXI & Teleperformance – Davao City, Philippines (12/2021 – 03/2024)

• Delivered top-tier technical support for internet, cable, and mobile services, ensuring first-call resolution.
• Managed billing inquiries, payment processing, and service modifications.
• Specialized in customer retention strategies, reducing churn and improving satisfaction.
• Processed billing disputes, refunds, and adjustments with accuracy.
• Surpassed sales targets through product recommendations and premium service upgrades.
• Assisted in onboarding and training new hires, improving team efficiency.

Appointment Setter
SwipePort – Davao City, Philippines (06/2022 – 09/2022)

• Made outbound cold calls to generate and qualify leads.
  Scheduled sales appointments and followed up with potential clients.
  Maintained an organized CRM for lead tracking and reporting.
  Consistently exceeded appointment-setting quotas.

Computer & Mobile Technician
Self-Employed – Alabel, Sarangani (07/2019 – 12/2021)

• Performed in-depth hardware diagnostics and repairs on mobile and computer devices.
• Specialized in motherboard repairs, charging port replacements, power IC diagnostics, and LCD fixes.
• Installed and optimized operating systems, including Windows, macOS, Linux, Android, and iOS.
• Conducted malware removal, data recovery, and system upgrades.
• Provided customized tech solutions and customer consultations.

Parole & Probation Officer (Intern)
Hall of Justice – General Santos, Philippines (09/2018 – 11/2018)

• Assisted in supervising parolees and probationers, and conducting background evaluations.
• Prepared case reports, progress assessments, and compliance documentation.
• Observed and participated in legal proceedings and court hearings.
• Supported rehabilitation and reintegration programs.

Education
Bachelor of Arts in Political Science
Mindanao State University – General Santos, Philippines (06/2013 – 06/2019)

Technical Proficiencies
CRM Systems: Salesforce, HubSpot, Zendesk
OS & Software: Windows, macOS, Linux, Android, iOS
Networking: LAN/WAN, Router & Modem Configurations
Hardware: PC & Mobile Repairs, Jailbreaking, Rooting

Certifications & Training
Best SME Award (Oct 2023) – Recognized for outstanding Subject Matter Expertise
Dropshipping & E-commerce Training – Shopify setup, product listing, order fulfillment
BPO Training & Sales Mastery – Retention, upselling, and technical troubleshooting