Customer Service Specialist/Subject Matter Expert/Escalation Manager
Philippines
Dynamic Customer Support Specialist with nearly 5 years of experience delivering exceptional voice, chat, and email support in remote environments. Recognized as a Subject Matter Expert (SME) for handling escalations, resolving complex issues, and achieving top performance metrics. Skilled in customer advocacy, high-volume multitasking, and maintaining professionalism under pressure, consistently exceeding KPIs like AHT, CSAT, and quality assurance.
TTEC Customer Care, full_time
Jul 2022 to Feb 2026
Manages Escalation and coaching
TTEC Customer Care, full_time
Aug 2021 to Feb 2026
• Delivered high-quality customer support via phone, chat, and email, maintaining customer satisfaction scores above 95% and resolving 100+ cases daily. • Managed supervisor and escalation calls, efficiently resolving complex or sensitive issues while serving as a Subject Matter Expert (SME) to guide teammates on policies and workflows. • Ensured precise case documentation in Salesforce CRM, contributing to accurate reporting and compliance. • Exceeded key performance metrics, including achieving Best Agent Overall (2021–2022), Best in AHT and CSAT (2023–2024), and Best in DWR (2025). • Collaborated with cross-functional teams to address customer concerns, fostering positive outcomes in high-pressure situations.