Customer Service | Capital One and Technical Support | ATT DTV
Tarlac
Versatile and dependable professional with nearly 7 years of experience supporting U.S. customers across auto finance, telecommunications, and technical support environments. Strong background in customer service, Tier 1 technical troubleshooting, issue resolution, documentation, escalation handling, and peer support. Known for clear communication, professionalism, adaptability, attention to detail, and the ability to learn new systems and workflows quickly. Well suited for remote customer service, help desk, administrative support, CRM, and client-support assignments
Concentrix CVG Philippines Inc. | AT&T and DirecTV, full_time
May 2022 to Aug 2026
Provided Tier 1 technical support to customers by diagnosing service and connectivity issues, identifying root causes, and guiding customers through clear, step-by-step solutions. Handled customer concerns with professionalism and empathy, using active listening and effective communication to de-escalate complaints and improve the overall customer experience. Troubleshot technical issues by gathering accurate information, analyzing symptoms, following established procedures, and escalating complex cases when required. Served as a Subject Matter Expert (SME), providing peer assistance, process guidance, and support for challenging customer or technical cases. Documented customer interactions, troubleshooting steps, resolutions, and escalations accurately to support continuity and efficient case handling. Adapted quickly to updates in products, systems, procedures, and support processes while maintaining service and quality expectations. Managed multiple priorities in a high-volume customer support environment while maintaining accuracy, professionalism, and timely resolution.
IQOR | Capital One Auto Finance, full_time
Nov 2019 to Apr 2022
Provided professional customer support for Capital One Auto Finance customers, addressing account, service, product-related questions, feedback, and complaints. Resolved customer concerns promptly by researching available information, identifying appropriate solutions, and communicating next steps clearly. Built positive customer relationships through courteous, professional, and empathetic communication. Handled customer information and case details with accuracy while following established procedures and service guidelines. Managed multiple customer concerns efficiently in a fast-paced environment while maintaining attention to detail and service quality. Escalated issues requiring additional assistance and ensured customers received clear expectations regarding follow-up or resolution