Customer Experience Professional | Technical Support | Billing | Sales
Davao del Norte
I am an experienced customer service and technical support professional with a strong background in telecommunications and home warranty services. Throughout my career, I have handled high-volume customer inquiries, provided technical troubleshooting, resolved billing concerns, managed account documentation, and coordinated service dispatches. I am proficient in CRM platforms such as Salesforce and have consistently achieved strong performance in customer satisfaction, accuracy, efficiency, and service quality. My experience has also strengthened my communication, problem-solving, multitasking, and cross-functional coordination skills.
Choice Home Warrant, contract
May 2026 to Jul 2026
Scheduled and dispatched service technicians based on priority level and geographical proximity, leveraging routing software to minimize response times and maximize daily coverage. Optimized technician availability by tracking shift coverage gaps and reallocating resources, maintaining 98% on-time dispatch rates during peak volume periods
Full Potentials Solutions, contract
Jan 2026 to Apr 2026
Authored daily shift handover reports summarizing unresolved cases, key customer issues, and flagged technical trends for incoming support teams to facilitate seamless case transitions, ensuring rapid onboarding and consistent client service continuity across shifts. Resolved an average of 45 customer inquiries per week by directly addressing and answering objections using Salesforce Service Cloud, reducing escalation rates by 30% within a 12-month period and improving customer satisfaction as measured by CSAT scores. Resolved an average of 45 weekly tickets by promptly addressing and Answering Objections using Salesforce Service Cloud, resulting in a 30% reduction in escalations and a measurable increase in CSAT scores over 12 months. Addressed and resolved an average of 45 weekly customer tickets by leveraging Salesforce Service Cloud to answer objections, achieving a 30% reduction in escalation rate and consistently improving CSAT scores over a 12-month period.
Teleperformance Philippines, full_time
Jul 2025 to Jan 2026
Sutherland Global Services, full_time
Apr 2023 to May 2025
Handled an average daily volume of 30 client communications regarding service accounts, updates, and inquiries. Coordinated step-by-step technical troubleshooting and managed comprehensive client notes in internal CRM tools. Maintained accurate documentation and tracked daily performance metrics, achieving an average handle time of 650 seconds against a 700-second target. Utilized CRM Platforms daily across 16-month tenure to document case progress, streamline lead follow-up efforts, and support a monthly 12% improvement in cross departmental communication efficiency with Salesforce.
Concentrix Philippines, full_time
Jan 2022 to Mar 2023
Managed an average daily volume of 40 calls handling client inquiries, account changes, and administrative correspondence. Resolved billing discrepancies and maintained credits per call at 0.15 against a 0.25 target to maintain high service quality standards. Kept detailed account records and logs while following strict company standards for accuracy.