Customer Service | Technical Support | Billing Representative
Cebu
Customer Service, Technical Support, and Billing Representative with 12+ years of experience in the web hosting industry. Proven ability to handle high volumes of customer interactions daily, resolve issues within target timeframes, and maintain strong customer satisfaction ratings. Skilled in CRM systems, documentation, multi-channel communication, and managing multiple priorities in fast-paced environments. After a career break to attend to family responsibilities, I am now fully available and eager to return to a remote support role. Open to EST-based work arrangements and proficient in tools including Gmail, Google Docs, Google Sheets, Microsoft Word, Excel, and Zoom.
IONOS (formerly 1&1 Internet), full_time
Nov 2007 to May 2020
Handled an average of 30 calls and 20 emails daily — peaking at 40+ calls during high-priority incidents such as server outages — consistently meeting response time targets in a fast-paced web hosting environment. Resolved billing concerns including invoices, refunds, payment failures, and subscription disputes with a strong track record of customer satisfaction and first-contact resolution. Managed and prioritized multiple customer queues simultaneously, ensuring issues were addressed within target timeframes and CRM records were kept accurate and up to date. Troubleshot hosting, DNS, and technical issues in collaboration with internal technical teams, achieving timely and accurate issue resolution. Handled escalations professionally and with composure, retaining long-term clients through empathetic, solution-focused communication. Maintained detailed and organized customer interaction records in internal CRM systems with consistent attention to detail. Guided customers through account setup, service navigation, and troubleshooting using clear, jargon-free communication across written and verbal channels. Adapted quickly to new internal tools, technical processes, and support workflows throughout a 12-year tenure. Collaborated across departments to resolve complex customer issues, demonstrating strong follow-through and cross-functional communication.