I am John Michael B. Garzota, a dedicated professional with a range of experience in video editing, appointment setting, and customer support.

I began my freelance career as a Video Editor, working on various projects such as short-form videos and promotional content. Using tools like CapCut and Canva, I developed strong editing skills, managed projects independently, and delivered high-quality content tailored to clients’ needs.

Following my freelance work, I completed a 2-week unpaid internship as an Appointment Setter Trainee at Setters Philippines, from January 29 to February 16. This role involved learning the fundamentals of appointment setting and client communication, and provided me with valuable skills in scheduling and coordinating appointments.

My career also includes experience as a Technical Support Representative at Sutherland Global Services. In this role, I handled customer interactions, scheduled technician appointments, and used Salesforce CRM to manage and resolve technical issues. This position enhanced my problem-solving skills and my ability to address customer needs efficiently.

Academically, I pursued a college degree in marketing, where I gained knowledge in market research, consumer behavior, and digital marketing strategies. Although I paused my studies due to financial issues, the coursework provided a solid understanding of marketing principles.

As an SHS graduate in the ABM strand with a final GPA of 91%, I excelled in business-related subjects, building a strong foundation for my future career in business and management.

Overall, my diverse experiences in video editing, appointment setting, and customer support have equipped me with valuable skills and prepared me to contribute effectively to any team and excel in new challenges.

CORE COMPETENCIES

• Video Editing
• Technical Support
• Customer Relationship Management (CRM)
• Adaptability and Learning Agility
• Attention to Detail
• Effective Communication
• Graphic Designing
• Time Management
• Customer Service

TOOLS PROFICIENCY

• Salesforce
• CapCut
• Canva
• Filmora
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Outlook
• Zoom
• Google Slides
• Google Docs
• Google Sheets
• Slack
• Dropbox
• Google Drive
• Adobe Photoshop

EXPERIENCE

Sutherland Global Services Inc.

Technical Support Representative for AT&T

(Mar 2024 - Jul 2024)

• Troubleshooting technical issues - Enhanced customer satisfaction by efficiently resolving connectivity and software problems - Successfully managed a high volume of support tickets with a strong first-call resolution rate.
• Escalating complex cases to higher support - Ensured timely and effective resolution of critical issues - Escalated and resolved high-priority cases within established service level agreements.
• Documenting customer interactions - Maintained detailed and accurate records for future reference - Contributed to efficient case handling through precise CRM documentation
• Setting up appointments for technician dispatch - Facilitated timely on-site support for unresolved issues - Coordinated technician visits effectively, contributing to a reduction in overall downtime

Setters Philippines

Appointment Setter Trainee

(Jan 2024 - Feb 2024) - Remote

• Engaging with potential clients to schedule appointments - Facilitated the scheduling of appointments and generated leads - Set up an average of 15 appointments per week.
• Maintaining and updating client information in the CRM - Ensured accurate and up-to-date records for effective follow-ups - Achieved a high accuracy rate in CRM data entry, supporting efficient appointment scheduling.
• Following up with leads and confirming appointments - Improved appointment attendance and reduced no-shows - Increased appointment confirmation rates by effectively managing follow-up communications.

Self Employed Freelancer

Junior Video Editor

(Jun 2023 - Dec 2023)-Remote