Customer Success Specialist | Technical Support | CRM SaaS
Pampanga
Hello! I’m John Nico Ramos, a Customer Success and Technical Support Specialist with 12+ years of experience supporting global customers, technology platforms, and SaaS solutions. I have worked with well-known companies and platforms including Shopify, Apple, T-Mobile, Sprint, and other technology-driven businesses, helping customers resolve issues, understand products, and achieve better results. My expertise includes customer onboarding, technical troubleshooting, product education, CRM and ticketing systems, escalation management, and customer relationship support. I believe excellent customer support is more than solving problems. It is about understanding customer needs, providing clear solutions, building trust, and creating a positive experience at every interaction. I specialize in turning complex technical concerns into simple, practical guidance that customers can easily follow. Throughout my career, I have handled high-volume support environments, managed challenging escalations, documented cases, collaborated with cross-functional teams, and contributed to process improvements. I also have leadership experience in coaching team members, monitoring performance, and improving service quality. My dedication to customer satisfaction has been recognized through achievements such as ranking among the Top 3 Apple Technical Support Advisors and maintaining strong customer satisfaction performance while supporting global clients. What sets me apart is my combination of technical knowledge, communication skills, adaptability, and ownership mindset. I don’t just complete support tasks; I focus on delivering solutions that help customers succeed and businesses build stronger relationships. I am passionate about providing reliable support, learning new technologies, and helping companies deliver exceptional customer experiences.
BuildPass, full_time
Feb 2026 to Jul 2026
BuildPass Feb 2026 – Jul 2026 Responsibilities: - Managed customer inquiries, product questions, and technical issues by providing clear and effective solutions. - Assisted users with platform navigation, AI tools, and recommended workflows to improve product understanding and adoption. - Supported customer onboarding by guiding users through platform features and helping them transition smoothly into daily operations. - Troubleshot usability and technical concerns, documented findings, and collaborated with internal teams to improve support processes. - Maintained consistent customer communication and follow-through to strengthen trust and customer satisfaction. Achievements: - Helped customers maximize the value of the BuildPass platform through product education and workflow guidance. - Improved customer confidence and adoption by providing personalized support and practical solutions. - Contributed to better support workflows through accurate documentation and collaboration with cross-functional teams.
Task Us, full_time
Apr 2025 to Nov 2025
Shopify (TaskUs) Apr 2025 – Nov 2025 Responsibilities: - Provided technical support to Shopify merchants regarding backend, account, and configuration-related concerns. - Diagnosed platform issues and guided merchants through troubleshooting steps using clear and easy-to-understand explanations. - Managed support cases, maintained accurate documentation, and escalated complex concerns when necessary. - Assisted merchants with onboarding, platform usage, and understanding Shopify tools and resources. - Delivered customer-focused support in a fast-paced, high-volume environment. Achievements: - Supported merchants in resolving technical issues affecting their online store operations. - Maintained strong customer satisfaction through effective communication and problem ownership. - Developed expertise in supporting SaaS-based e-commerce platforms.
Teleperformance, full_time
Apr 2023 to Apr 2025
Apple (Teleperformance) Apr 2023 – Apr 2025 Responsibilities: - Delivered advanced technical support for Apple devices and services, resolving complex customer issues. - Assisted customers with troubleshooting, account concerns, device setup, and service-related issues. - Managed escalated cases while ensuring accurate documentation and proper resolution. - Mentored new advisors on troubleshooting techniques, communication standards, and case ownership. - Contributed ideas for process improvement to enhance support efficiency. Achievements: - Ranked among the Top 3 Apple Technical Support Advisors for two consecutive quarters in 2024. - Improved customer experience by providing accurate technical guidance and effective issue resolution. - Supported team performance through coaching and knowledge sharing.
iQor, full_time
Jun 2019 to Feb 2023
T-Mobile (iQor) Jun 2019 – Feb 2023 Responsibilities: - Supervised daily customer support operations while maintaining service quality, productivity, and customer experience standards. - Coached and developed support advisors in communication, troubleshooting, escalation handling, and customer ownership. - Managed complex customer escalations and coordinated resolutions for critical concerns. - Reviewed performance data and support trends to identify improvement opportunities. - Supported training initiatives and workflow improvements. Achievements: - Promoted from Customer Service Agent to Team Leader due to consistent performance and leadership capability. - Helped improve team performance through coaching, monitoring, and process improvements. - Strengthened customer support operations by improving service consistency and escalation handling.
TTEC, full_time
Sep 2017 to Oct 2018
T-Mobile (TTEC) Sep 2017 – Oct 2018 Responsibilities: - Handled customer concerns involving billing, technical issues, and account management. - Provided accurate information and troubleshooting assistance while maintaining professional communication. - Managed customer interactions while ensuring timely resolution and customer satisfaction. Achievements: - Achieved Best in Customer Satisfaction for 10 consecutive months. - Consistently delivered high-quality customer support through effective communication and problem resolution.
Convergys, full_time
Nov 2016 to Jun 2017
Dell Computers (Convergys) Nov 2016 – Jun 2017 Responsibilities: - Provided hardware and software troubleshooting support for Dell customers. - Diagnosed technical issues and guided customers through resolution steps. - Documented solutions and maintained accurate support records. Achievements: - Exceeded performance targets through accurate troubleshooting and efficient issue resolution. - Strengthened technical support skills across hardware and software environments.
iQor, full_time
Jan 2014 to Jun 2016
Sprint (iQor) Jan 2014 – Jun 2016 Responsibilities: - Provided end-to-end customer support covering account management, technical assistance, and billing concerns. - Resolved customer issues while maintaining service quality and professionalism. - Managed customer interactions and ensured proper documentation of cases. Achievements: - Consistently exceeded performance goals through effective communication and problem-solving. - Built strong foundation in customer experience, technical support, and account management.