Customer Support Rep | 8 Years | Voice, Tier 2 Salesforce
Albay
Customer Support Professional with 8 years of BPO experience supporting US, Canadian, and Australian accounts. Experienced in voice, chat, and email support, Tier 2 escalations, billing, troubleshooting, inbound sales, and conflict resolution. Comfortable in fast-paced, high-volume environments, handling 50–100+ tickets and 100+ calls while maintaining accuracy, professionalism, and strong customer service. Proficient in Salesforce, Zendesk, SAP, and other CRM platforms. I stand out for staying calm under pressure, taking ownership, solving problems efficiently, and adapting quickly to new tools and processes—including AI-powered solutions.
Quantrics, full_time
Oct 2024 to Feb 2026
Handled high-volume inbound and outbound sales interactions for Canadian telecom customers. Used consultative selling, needs assessment, and objection handling to recommend suitable solutions and convert qualified inquiries into sales. Maintained strong QA performance while managing fast-paced customer interactions.
Concentrix, full_time
Mar 2023 to Mar 2024
Provided voice, chat, and email support for a global travel platform. Managed reservations, booking concerns, itinerary changes, and customer issues while handling multiple interactions efficiently and maintaining accurate case documentation.
Concentrix, full_time
Dec 2020 to May 2022
Supported restaurant partners for a global food delivery platform, assisting with onboarding, account activation, sales, and platform-related concerns. Handled Tier II escalations and worked with technical and operations teams to resolve complex account and service issues.
Accenture, full_time
Jan 2019 to Sep 2020
Handled high-volume inbound support for an Australian energy and utilities account. Assisted with billing concerns, account updates, troubleshooting, and customer verification while maintaining accuracy and compliance during sensitive account interactions.
Sitel (Foundever), full_time
Jul 2016 to Jan 2019
Handled inbound support for a US financial institution, assisting customers with fraud reports and transaction disputes. Investigated account concerns, reviewed transaction details, gathered case information, and guided customers through the appropriate resolution process with care and accuracy.