Customer Support Specialist
Rizal
Results-driven Customer Support Specialist with over 10 years of experience managing high-stakes support environments and multi-channel customer experiences for North American markets. Proven track record of delivering high-empathy, high-efficiency support in complex, regulated, and fast-paced landscapes. Adept at building instant rapport with website visitors, managing real-time escalations, and balancing technical proficiency with a warm, human touch. Exceptionally suited to provide elite support for high-value clients.
Taskus, full_time
Jul 2024 to May 2026
• Led content moderation and quality assurance operations for Meta’s North American platforms, ensuring absolute alignment with performance metrics and platform safety standards. • Conducted meticulous quality audits and targeted coaching to maintain a highly reliable, accurate, and responsive team output. • Provided strategic, data-driven operational insights to business leaders to maximize site performance and service delivery.
RealPage, full_time
Nov 2019 to May 2024
• Delivered top-tier multi-channel support for North American property management and housing sectors, maintaining a 95% customer satisfaction rating. • Managed high-priority escalations as the designated Philippine Team Lead, resolving 75% of managerial calls daily with up to 100% resolution and client retention rate. • Handled sensitive, critical US documentation—including W9s, licenses, and insurance certificates—with zero error margins. • Conducted direct stakeholder calls to resolve complex compliance issues, successfully increasing account approvals by 70%. • Supervised cross-time zone workflows, onboarding processes, and account maintenance to ensure seamless 24/7 service availability.