Customer Support
Iloilo
Dedicated Customer Specialist with over 5 years of progressive experience in the BPO industry. Proven track record of transitioning from frontline Customer Service to Subject Matter Expertise, Team Supervision, and Training. Expert in resolving complex customer escalations, coaching high-performing teams, and developing data-driven training strategies to enhance service quality.
Asurion, full_time
May 2025 to Nov 2025
Provided advanced technical assistance to customers experiencing complex hardware and software smartphone issues. Resolved customer phone concerns on the first contact by delivering clear, step-by-step technical solutions. Upsold Home Device Protection plans by articulating clear cost-benefit analyses to customers.
Iqor, full_time
Jan 2025 to Apr 2025
Developed and facilitated comprehensive training programs for new hires, focusing on communication and conflict resolution. Collaborated with operations to identify skill gaps and created targeted refresher courses for underperforming experts.
Iqor, full_time
Jul 2022 to Jan 2025
Managed a high-volume team of 10-13 Customer Service Representatives. Analyzed daily performance metrics(AHT, CSAT, FCR) and recommended strategies that lead to a 10% increase in team wide first call resolution.
Iqor, full_time
Apr 2022 to Jul 2022
Served as the primary escalation point for complex technical and billing issues. Acted as an interim supervisor during the transition to the Operations Supervisor role in July 2022, ensuring zero disruption in team deliverables. Coached tenured agents on advanced troubleshooting techniques.
Iqor, full_time
Oct 2021 to Apr 2022
Handled a high volume of inbound customer inquiries with a focus on empathy and efficiency. Consistently exceeded monthly performance targets, leading to a promotion to SME within three years.
Transcom, full_time
Jun 2019 to Oct 2021
Support cable, HSI, phone, security camera, and mobile phone service by troubleshooting accounts and updating records. Resolve billing issues and provide accurate plan or service explanations. Retain customers by offering tailored solutions and competitive service options.