Customer Service Specialist
Metro Manila
Customer Support Specialist with 4+ years of BPO experience handling telco and financial accounts for US-based customers. Skilled in customer support, account troubleshooting, billing resolution, CRM workflows, and ticket management using Zendesk and other CRM platforms. Maintained performance targets across AHT, CSAT, and QA metrics while resolving high-volume customer concerns through phone and chat support. Available for US EST and PST schedules with proven graveyard shift experience. KEY SKILLS
Lawnstarter, contract
Mar 2026 to Jun 2026
• Resolve 70+ customer inquiries daily through phone, email, and chat while maintaining target AHT and customer satisfaction standards. • Coordinate service scheduling with contractors and field teams, supporting timely completion of lawn care appointments. • Process billing adjustments, refunds, and account updates with high accuracy across customer accounts. • Maintain detailed CRM records and consistently achieve QA compliance requirements during performance evaluations.
iQor, full_time
Oct 2024 to Feb 2026
● Resolved 80+ daily billing and account inquiries while maintaining QA and CSAT performance targets across financial support channels. ● Guided customers through online account troubleshooting, reducing repeat login-related concerns through step-by-step resolution support. ● Processed debit and credit card activation, verification, and replacement requests with high accuracy and compliance adherence. ● Managed lost and stolen card reports while coordinating replacement processing within required turnaround timelines.
Afni, full_time
Feb 2023 to Oct 2024
● Trained and mentored 100+ new hires on telco account workflows, CRM tools, and customer interaction standards during onboarding periods. ● Conducted coaching sessions that improved trainee QA compliance and customer handling consistency before production deployment. ● Monitored agent performance across AHT, CSAT, and QA metrics, supporting team-wide productivity and service quality goals. ● Delivered process updates and troubleshooting guidance that improved knowledge retention for newly endorsed agents.
Accenture, full_time
Sep 2021 to Jan 2023
● Resolved mobile and internet connectivity concerns for 80+ customers daily through phone-based troubleshooting support. ● Managed billing inquiries, account access concerns, and service requests while maintaining target handling times. ● Retained customer accounts by delivering timely resolutions and clear communication during escalated service situations. ● Achieved consistent performance scores in CSAT, QA, and AHT metrics across multiple evaluation periods.