Results-driven Customer Support, Team Lead and Operations Specialist.
Metro Manila
Results-driven Customer Support and Operations Specialist with extensive experience in order entry, document verification, and technical ticket escalations. Proven background handling Tier 2/3 escalations in telecom (AT&T U-verse, HughesNet) and driver onboarding operations (Uber Eats, Public Storage). Recognized for rapid typing proficiency (130+ WPM), high accuracy in CRM data entry, and resolving complex client issues under strict SLAs. Skilled at bridging the gap between field teams, network engineering, and end customers to deliver smooth, reliable operations.
NSA Storage thru TyTan Links, full_time
Aug 2025 to Sep 2026
Assist callers with renting a storage unit or a parking spot in a storage facility. Assist existing tenants with any billing and technical issues - create an escalation ticket if needed. Develop and execute comprehensive marketing strategies and campaigns that align with the company's goals and objectives. Mentor and sub-manage a high-performing customer service team, fostering a collaborative and results-driven work environment. Monitor brand consistency across marketing channels and materials.
Uber Philippines COE LLC, full_time
Aug 2022 to Aug 2025
Assist drivers who are signing up to be an Uber driver for Ridesharing/UberEats. Authenticate applicant driver documentation to detect fraud and determine onboarding eligibility. Coordinated feature testing and driver onboarding initiatives to evaluate performance and drive platform engagement. Deliver real-time assistance to truck drivers by troubleshooting scheduling issues, updating transit statuses, reconciling payment discrepancies, and conducting account compliance checks.
Sutherland, full_time
Dec 2018 to Aug 2022
Technical Troubleshooting: Remote-diagnose satellite connectivity issues, signal degradation, latency, and hardware errors on HT-series modems and Wi-Fi routers. Account & Billing Management: Handle subscriber billing, process data token purchases, manage plan upgrades, and explain data usage policies. Network Optimization: Guide customers through home network setup, Wi-Fi optimization, and basic self-service troubleshooting. Field Technician Dispatch: Identify hardware failures and schedule certified technicians for dish realignments, cable repairs, and equipment replacements. Case Documentation: Log interaction notes, diagnostic error codes, and resolution steps in CRM software while meeting QA performance metrics.
Convergys (Now Known as Concentrix), full_time
Jul 2016 to Sep 2018
Tier 2/3 Escalations: Managed complex technical, billing, and service escalations for AT&T U-verse IPTV, fiber/VDSL2 internet, and VoIP landline accounts. Technical Diagnostics: Remote-diagnosed network latency, line sync errors, set-top box failures, Total Home DVR connectivity, and Wi-Fi gateway configurations. NOC & Dispatch Coordination: Escalated neighborhood node/DSLAM outages to Tier-3 network engineering and dispatched field technicians for hardware and line repairs. Account & Billing Resolution: Resolved contract disputes, billing discrepancies, and promotional adjustments while executing customer retention strategies. Ticketing & Compliance: Documented detailed diagnostic logs, root-cause analyses, and resolution steps in enterprise CRM systems under strict SLA and CSAT benchmarks.