Juan G.

BPO Operations Customer Experience | 5+ Years in US Tech Telco

Bulacan

Overview

Result-driven professional with a half-decade of experience navigating high-pressure support environments for Fortune 500 companies. Proven track record in transitioning from Technical Support Specialist to Subject Matter Expert (SME) and Training Specialist. Expert in leveraging tools like Salesforce and RingCentral VoIP to drive sales, reduce churn, and streamline customer operations.

Skills and Tools

• Customer Support
• Phone Support
• Chat Support
• Email Support
• Ticket Management
• Conflict Resolution
• Call Center Operations
• Quality Assurance
• Tier 1 Support
• Tier 2 Support
• BPO Operations
• LiveChat
• CSAT Surveys
• Customer Retention
• NPS Management
• Customer Success
• Telegram
• WhatsApp
• Aircall
• Dialpad
• RingCentral
• Five9
• CloudTalk
• Remote Support
• Escalation Management
• Screen Sharing Support
• Zendesk Chat
• FAQ Creation
• Crisp

Work History

• Operations Customer Expert I

  Teleperformance, full_time

  Oct 2024 to Sep 2025

  Business Sales Advisor Customer Care Mobile App support

• Customer Service Representative

  Teletech Novaliches, contract

  Feb 2024 to Sep 2024

  Customer Care Customer Sales Advisor Sales Specialist

• Technical Support Representative

  RingCentral, full_time

  Aug 2023 to Feb 2024

  Technical Support Specialist via Salesforce RINGCENTRAL VOIP Telephone specialist

• Customer Service Representative

  AFNI Philippines, full_time

  Sep 2021 to Aug 2023

  Chat Support Telco Support Specialist Subject Matter Expert Training Specialist

• Customer Sales Advisor

  24/7.AI Phillipines, full_time

  Dec 2019 to Aug 2021

  Sales Advisor Technical Support