Customer Support Specialist | FinTech, Billing SaaS
Nueva Ecija
I’m a Customer Support Specialist with 10+ years of experience across financial services, SaaS, technical support, and payment services. I’ve supported customers and businesses with account management, billing and payment concerns, transactions, subscriptions, fraud prevention, account security, technical issues, and general product support. My experience includes working with Credit One Bank, Capital One, American Express, Global Payments, and SaaS companies supporting US-based customers. I’m comfortable handling customer support through email, live chat, phone, and SMS. I’ve also handled technical troubleshooting, ticket management, escalations, customer follow-ups, account investigations, and coordination with internal teams when an issue requires further assistance. In my recent roles, I’ve supported customers with SaaS products, websites, subscriptions, billing, and account concerns. I’ve also supervised a customer support team and personally followed up with VIP customers regarding unpaid monthly subscriptions, including reviewing their accounts, explaining outstanding payment concerns, and following up on payments. I’m experienced with tools including Zendesk, Salesforce, Front, Intercom, Aircall, Dialpad, CloudTalk, Google Workspace, Slack, Notion, Zoom, and other customer support platforms. I’m comfortable working independently, managing multiple customer concerns, following issues through to resolution, and communicating clearly with customers and internal teams. I’m currently open to remote and Philippines-based opportunities in Customer Support, Customer Success, Technical Support, Financial Services, and Billing/Payments Support.
Glammatic, freelance
Jan 2025 to Dec 2025
Supported customers with account, subscription, billing, payment, and website concerns through email, live chat, phone, and SMS. Personally contacted VIP customers regarding unpaid monthly subscriptions, reviewed their accounts, explained outstanding payment concerns, and followed up on payments. Handled escalations, customer follow-ups, ticket quality, onboarding support, and daily support coordination while supervising the customer support team.
Fisherman, freelance
Jan 2023 to Dec 2025
Supported US-based business customers with billing, subscriptions, accounts, websites, and product-related concerns through email, chat, and phone. Investigated customer issues, reviewed account information, processed account and website updates, coordinated with internal teams, and followed up on unresolved concerns through resolution.
CloudTalk, freelance
Aug 2020 to Apr 2022
Provided technical and account support through email, chat, phone, and video calls. Assisted customers with account approval, number provisioning and porting, compliance requirements, and technical issues. Handled VIP customers, coordinated complex cases with internal teams and carriers, and documented customer interactions using Zendesk and Intercom.
JustCall, freelance
Aug 2019 to Jun 2020
Supported customers through live chat and email with product, account, and technical concerns. Investigated reported issues, provided troubleshooting and screen-sharing assistance, documented cases, created follow-ups, and coordinated with Engineering when further investigation was required.
ZingTask, freelance
Apr 2019 to Aug 2019
Handled customer support for a home-cleaning service, including scheduling appointments, coordinating with service providers, responding to customer inquiries, and managing customer and provider follow-ups through calls, chat, email, and tickets.
Merchant Industry LLC, freelance
Jan 2019 to Mar 2019
Contacted prospective business customers to identify potential leads and schedule appointments for the sales team. Researched businesses, maintained lead information, documented outreach, and managed appointment details and follow-ups.
Global Payments Inc., full_time
Dec 2017 to Jan 2019
Supported merchants with payment processing, billing, account, and transaction concerns through phone, email, and live chat. Assisted with transaction monitoring and reconciliation and troubleshot POS hardware and software issues, including connectivity, transaction errors, and device setup. Created and followed up on hardware and technical requests and coordinated with internal teams when escalation was needed.
American Express, part_time
Apr 2017 to Aug 2017
Reviewed suspicious and potentially unauthorized transactions and verified account activity with customers. Assisted with account security, card blocking or replacement, payments, and adjustments. Maintained accurate documentation while following security and compliance procedures.
Caesars Palace Las Vegas Hotel & Casino, full_time
Nov 2015 to Feb 2017
Assisted guests with hotel reservations, booking changes, cancellations, and reservation inquiries. Reviewed booking details, updated reservations, and provided customer support by phone while ensuring accurate reservation information.
Capital One, full_time
Jan 2015 to Nov 2015
Investigated potentially fraudulent credit card transactions and verified account activity with customers. Assisted with account security, card blocking, payment-related concerns, and account actions while maintaining accurate case documentation and following fraud prevention procedures.
Credit One Bank, full_time
Nov 2013 to Dec 2014
Supported credit card customers with applications, account information, payments, balances, transaction history, and account status. Assisted with suspicious or unauthorized transaction concerns, reviewed account information, and followed customer verification and account security procedures.