Kathleen H.

Customer Support Specialist | Technical Support

Philippines

Overview

Expert-level customer support and client relations Professional phone, email, and live chat communication Conflict resolution and complaint handling Active listening and empathy Customer satisfaction and retention strategies Technical & Process Skills CRM systems (e.g., Salesforce, Zendesk, Freshdesk, Udesk) Call handling and ticket management Data entry and record accuracy Order processing and account management Product and service knowledge expertise Problem-Solving & Performance Fast and effective issue resolution De-escalation of difficult situations Multitasking in high-volume environments Time management and priority handling Quality assurance and service improvement

Skills and Tools

• Microsoft Excel
• Freshdesk
• Zoom
• Zendesk Chat
• Zendesk
• Microsoft Word
• Salesforce
• Microsoft Outlook
• Microsoft Teams
• Customer Support
• Technical Support
• Phone Support
• Email Support
• LiveChat
• CRM

Work History

• Customer Support Specialist

  Uptime Tech BPO

  Nov 2023 to Dec 2025

  Handles voice (calls), email, and chat support Assists customers with inquiries, complaints, and account issues Provides product or service information Resolves issues while meeting quality and SLA standards Document Interaction in CRM systems Provides troubleshooting via calls, chat, and email Assists with system, device, or software issues

• Customer Support Representative/ Tech Support

  Sutherland Global Services

  Oct 2017 to Aug 2023

  Provided voice, email, and chat support for the HughesNet account, assisting customers with service inquiries, billing concerns, plan upgrades, and account management while meeting BPO performance metrics. Handled customer support for the HughesNet account, resolving technical connectivity issues, billing disputes, service activations, and plan modifications through voice and digital channels. inbound customer interactions, promoting plan upgrades, improving customer retention, and ensuring high customer satisfaction scores.

• Front Office Agent

  Score Birds Hotel and Resort

  Apr 2013 to Apr 2016

  Front Desk & Guest Services Professional front desk and guest reception Check-in and check-out procedures Guest inquiries and issue resolution Customer service excellence and guest satisfaction Room reservations and booking confirmations Managing bookings via email, chat, website, and phone Reservation modifications and cancellations Rate plans and availability management