AI Automation Specialist | n8n | Make | Zapier | GoHighLevel
Metro Manila, Manila, Philippines
Hi, I’m Paul Vincent Paguyo, an AI Automation and Workflow Specialist with 7+ years of experience in technical support, customer service, and operations, including Team Lead experience. I specialize in n8n, Make, Zapier, GoHighLevel, APIs, webhooks, AI agents, and workflow automation. I’ve built projects for lead qualification, CRM routing, customer support, HR automation, RAG knowledge bases, content automation, and AI-powered follow-ups. What sets me apart is that I understand both the business process and the technology. I don’t automate just for the sake of using AI—I first understand the problem, identify repetitive work and bottlenecks, then build, test, document, and improve the solution. I’m a fast learner, strong problem-solver, and focused on building automations that are practical, reliable, and actually create value for the client.
Concentrix, full_time
Aug 2025 to Jul 2026
- Lead daily operations and supervise team performance to achieve KPIs and service targets. - Conduct coaching sessions and performance evaluations. - Facilitate team meetings and workflow delegation. - Resolve escalations and operational concerns. - Collaborate with cross-functional teams to improve service delivery.
TDCX, full_time
Oct 2024 to Aug 2025
- Provided leadership and operational support to customer service teams. - Managed team productivity, attendance, and performance metrics. - Delivered coaching and mentoring to improve agent performance. - Coordinated with HR and leadership on performance management cases. - Ensured alignment with company policies and service standards.
TDCX, full_time
Apr 2022 to Present
- Handled customer escalations and complaints through VOC processes. - Delivered professional customer support via voice and written communication. - Identified customer needs and provided effective resolutions. - Escalated complex issues following company procedures. - Shared customer feedback for service improvement initiatives.
TDCX, full_time
Nov 2021 to Mar 2022
- Managed customer inquiries through call, chat and email support channels. - Investigated payment issues and dispute cases. - Performed account verification and fraud monitoring. - Maintained accurate case documentation and reporting.
Concentrix Daksh Services, full_time
Sep 2020 to Sep 2021
- Same role from iOPEX | Provided technical troubleshooting and IT service desk support. - Managed tickets via phone, email, and ticketing systems. - Escalated incidents to appropriate technical teams.
iOPEX Technologies, full_time
Oct 2019 to Aug 2020
- Managed incidents and service requests using ServiceNow ticketing system. - Provided remote troubleshooting via Bomgar, TeamViewer, and Citrix environments. - Supported users across Microsoft Azure and Microsoft 365 platforms. - Resolved software, access, and system issues through structured troubleshooting processes.
Concentrix, full_time
Aug 2018 to Sep 2019
- Provided technical support for internet, TV, and landline services. - Assisted customers with device setup and troubleshooting. - Handled billing inquiries and service requests.