Customer Support Specialist | QA | Zendesk | Salesforce
Agusan del Norte
Customer support, technical support, sales, and quality assurance professional with over eight years of experience in high-volume BPO environments. Skilled in network troubleshooting, customer de-escalation, quality monitoring, root-cause analysis, outbound lead follow-up, and solution-based selling. Experienced with Salesforce and Zendesk, accurate case documentation, cross-team calibration, and translating technical information into clear customer guidance. Core strengths: • Customer Support • Technical Support • Process Improvement • CRM Management • Salesforce • Zendesk • Email & Chat Support • Outbound Cold Calling • Efficient Email Management • Accurate Documentation • Data Entry •Quality Assurance • Customer Experience • Quality Auditing • Coaching & Feedback
Concentrix, full_time
May 2021 to Jun 2026
🛠Home-Services Marketplace- Outbound Sales & Customer Support🛠 December 2024–June 2026 💼 Managed a high volume of outbound calls to prospective and existing customers, following up on active leads and service requests while consistently meeting conversion expectations. 💼 Reconnected with interested customers, identified eligible home-improvement service requests, and returned qualified opportunities to the appropriate sales pipeline. 📡Consumer Networking Technology - Technical Support and Sales Representative📡 May 2021–December 2024 💼 Diagnosed and resolved router, Wi-Fi, and network-connectivity issues using structured troubleshooting and remote-resolution techniques, minimizing customer downtime. 💼 Applied solution-based selling by identifying customer needs and recommending relevant products and services as practical solutions. 💼 Managed end-to-end product-replacement requests while maintaining accurate Salesforce and Zendesk records, including technical notes, ticket updates, customer-profile information, and replacement documentation.
Teleperformance, full_time
Feb 2019 to May 2021
🏃🏼➡️ Food Delivery Customer Support – Quality Assurance 💼 Conducted quality monitoring and performance reviews across multiple customer-support teams, ensuring compliance with established quality standards and identifying coaching opportunities. 💼 Facilitated regular calibration sessions to align evaluators on scorecard requirements, scoring criteria, and quality expectations, improving consistency and reducing evaluation rework. 💼 Analyzed quality trends and recurring service issues, identified root causes, and recommended targeted coaching and process improvements to strengthen agent performance and customer satisfaction.
VXI Global Solutions, LLC, full_time
Sep 2016 to May 2018
💻 Telecommunications, Internet, Satellite & IPTV Technical Support 💼 Translated complex networking concepts into clear, customer-friendly guidance, simplifying modem, router, and Wi-Fi troubleshooting through step-by-step instructions. 💼 Diagnosed connectivity failures by performing service checks, equipment resets, and structured network diagnostics to distinguish between ISP outages, device issues, and configuration errors. 💼 Troubleshot DIRECTV service issues, including signal loss, error codes, receiver and remote-control problems, missing channels, and audio or picture interruptions. 💼 Resolved technical and billing inquiries while maintaining service-quality standards, ensuring accurate account updates and de-escalating challenging customer concerns.