Technical Support Professional | 16 Years | SME Peer-Assisted Learner
Philippines
I am a dedicated professional with 16 years of experience in customer service and technical support, specializing in delivering seamless client experiences and resolving complex issues with efficiency and care. Over the years, I have grown from frontline support to becoming a Subject Matter Expert (SME) and Peer-Assisted Learner, mentoring new hires and guiding teams to achieve excellence. My strengths include: Customer Service Expertise – Skilled in handling inquiries, building rapport, and ensuring client satisfaction. Technical Support Proficiency – Experienced in troubleshooting VoIP systems, CRM platforms, and other technical tools. Mentorship & Training – Proven ability to coach, train, and support colleagues, fostering growth and confidence. Process Improvement & Retention Strategies – Focused on streamlining workflows and helping businesses retain loyal customers. Adaptability & Organization – Thrives in fast-paced environments, quickly mastering new systems while maintaining accuracy and professionalism. What sets me apart is my ability to combine technical know-how with strong communication skills, ensuring that clients not only get solutions but also feel valued and understood. I bring reliability, professionalism, and a proactive mindset to every task, helping businesses save time, improve efficiency, and strengthen customer relationships.
Stream / Convergys / Concentrix, full_time
Mar 2020 to Feb 2026
As a Subject Matter Expert (SME), my role was to provide advanced support and guidance to both customers and team members. I handled complex and escalated cases, ensuring accurate resolutions and maintaining high customer satisfaction. I also served as a resource for frontline agents, offering coaching, mentoring, and training to help them improve their skills and confidence. Part of my responsibilities included creating and updating process documentation, sharing best practices, and collaborating with management to identify areas for improvement. I acted as a bridge between the operations team and leadership, communicating feedback from the floor and helping implement strategies that enhanced efficiency and customer retention. In short, I combined technical expertise, leadership, and mentoring to support both clients and colleagues, ensuring smooth operations and continuous improvement.
Stream / Convergys / Concentrix, full_time
Mar 2020 to Feb 2026
As a Peer-Assisted Learner (PAL), my role was to support new hires during their onboarding and training period. I guided them through processes, answered questions, and shared best practices to help them adapt quickly to the work environment. I provided one-on-one assistance, clarified procedures, and offered encouragement to build their confidence. I also acted as a bridge between trainees and management by giving feedback on common challenges and suggesting improvements to training materials. This role required patience, strong communication skills, and a collaborative mindset, as I helped ensure that new team members were well-prepared to succeed in their roles.
Stream / Convergys / Concentrix, full_time
Dec 2011 to Mar 2020
As a Technical Support Representative, I assisted customers with troubleshooting and resolving technical issues, primarily related to VoIP systems, CRM platforms, and account services. My responsibilities included diagnosing problems, guiding clients through step‑by‑step solutions, and escalating complex cases when necessary. I documented interactions in ticketing systems, ensured accurate follow‑up, and maintained compliance with company policies. Alongside technical expertise, I provided clear communication and empathetic support, consistently meeting performance metrics such as resolution time and customer satisfaction.
APAC Customer Services Inc, full_time
Mar 2011 to Dec 2011
In my role as an Inbound Sales Associate for SiriusXM, I handled incoming customer calls related to subscriptions, billing, and service inquiries. I promoted and sold SiriusXM packages, guided customers in choosing the right plan, and processed activations, renewals, and upgrades accurately. I also resolved customer concerns with professionalism, documented interactions in our internal systems, and consistently worked toward meeting sales targets while ensuring customer satisfaction.