Customer Service Representative
Cavite
Remote customer support specialist with 3+ years serving U.S. customers and business clients entirely from a home office. Works independently end to end - technical and billing troubleshooting, order and refund processing, and audit-ready CRM documentation - with no on-site supervision. Sustains about 40 tickets per day, an 870-second AHT, 70% CSAT, and 3-5 sales closed daily. Confident communicator who leads calls, de-escalates upset customers, and reports progress without being chased. Bilingual in English and Filipino
iQor, full_time
Oct 2025 to Jul 2026
• Handled about 40 tickets per day on billing, devices, and connectivity for U.S. postpaid customers entirely from a home office - averaging an 870-second AHT, 70% CSAT, 4 sales leads, and 3-5 sales per day with no on-site supervision. • Diagnosed software and hardware problems with remote tools and a structured troubleshooting process, resolving most cases on first contact. • Drafted customer replies and CRM notes with AI tools, then personally reviewed every send for accuracy, tone, and policy; partnered with engineering, billing, and QA on escalations to keep records audit-ready
Eperformax, full_time
Oct 2023 to Aug 2025
• Served as the unsupervised escalation point of contact for an entire cluster of 4 teams (10-14 agents) while leading own team remotely, independently resolving complex cases to keep cross-team SLAs on track. • Supported U.S. business accounts on billing, orders, and technical issues in a high-volume remote queue of about 40 tickets per day, managing the workload self-sufficiently. • Closed inquiries and complaints on first contact and processed orders, refunds, and billing adjustments to policy without direct oversight - holding 70% CSAT, an 870-second AHT, and 3-5 sales per day.