Customer Service Representative
Cebu
With over 7 years of experience in customer and technical support, I’ve built my career around helping people solve problems and creating positive customer experiences. I’ve worked across telecommunications, technology, e-commerce, and food delivery industries, supporting customers through phone, chat, and email while handling everything from technical troubleshooting and complaint resolution to dispute management and escalations. What I enjoy most is turning challenging situations into positive outcomes. Whether it's diagnosing technical issues, resolving complex customer concerns, or collaborating with cross-functional teams, I take pride in delivering solutions that make a real difference. My experience also includes GDPR compliance, escalation management, and maintaining high standards for quality and customer satisfaction. Throughout my career, I’ve been recognized multiple times for performance excellence, quality, and customer advocacy. I bring a customer-first mindset, strong problem-solving skills, and a genuine passion for helping people. As I continue to grow professionally, I’m excited to connect with businesses and teams that value exceptional customer experiences and meaningful support.
vCustomer Philippines Inc
Mar 2023 to Mar 2026
Provided technical support for internet, landline, and billing concerns. Managed escalations and complaint cases while maintaining quality standards. Served as SME for complex customer cases and de-escalation scenarios. Prepared NPS and performance reports for management review. Selected as a pioneer member of the Information Rights Team handling GDPR related requests. Ensured compliance with data privacy regulations and accurate record keeping.
Sykes Asia Inc
Sep 2019 to Sep 2022
Diagnosed and resolved hardware and software issues through effective troubleshooting and customer guidance. Processed warranty claims, replacements, refunds, and returns while ensuring policy compliance. Delivered technical support via phone, chat, and email, maintaining high customer satisfaction. Escalated complex issues to Tier 2 Support with accurate documentation and follow-up. Supported customers across Australia and New Zealand, resolving technical and service-related inquiries.
ePerfomax Contact Centers and BPO
Jan 2015 to Mar 2019
Assisted buyers and sellers with account concerns and policy inquiries. Managed dispute resolution and escalation cases. Supported a UK pioneer account and coordinated with partner stores. Resolved delivery and post-purchase concerns