T3 Technical Support | General Virtual Assistant
Metro Manila, Quezon City, Philippines
For three years, I worked as the highest-tier escalation specialist on one of the largest US telco accounts in the industry L3 level means the customers I handled had already been through multiple support tiers without resolution. My job was to be the last person they needed to talk to. Beyond resolving complex billing disputes, device issues, and connectivity failures, I consistently hit monthly sales targets upselling plans and devices and was recognized as a top seller across multiple months. I was also trusted by supervisors to guide newly onboarded team members on tools and processes. The results: Top Agent in 2024 and 2025. Ranked #2 in customer satisfaction across the entire cluster. I bring strong independent problem-solving, accurate documentation habits, and a genuine commitment to the people I support whether that's a frustrated customer, a busy executive, or a team that needs someone reliable.
Alorica Philippines, full_time
Aug 2023 to Feb 2026
• Operated as the highest tier technical support specialist of one of the largest US telco accounts, handling the most complex escalations that frontline agents could not resolve, including device connectivity failures, call and text disruptions, billing dispues overcharges, wrong claims, and internal/external hardware damage. • Maintained thorough and accurate documentation of all customer interactions, tickets, and resolutions under our Telco Account dual-accountability integrity policy, where both company and representatives carried shared liability for every case outcome. • Resolved the majority of complex cases independently without supervisor intervention, exhausting all available tools and authority on the customer’s behalf to protect leadership bandwidth and deliver full resolution. • Consistently met monthly sales targets while upselling prepaid and postpaid plans and devices on the different device brands also recognized as a top seller across multiple months.
Telus Philippines , full_time
Jan 2023 to Apr 2023
• Provided technical customer support for TELUS in the National Capital Region, Philippines. • Assisted customers with inquiries, processed payments, and ensured accurate information delivery. • Achieved high customer satisfaction ratings through efficient problem-solving and communication skills.
Foundever Philippines , full_time
Sep 2022 to Nov 2022
• Managed competitive pressures and objections to retain and win customers at Foundever in the Philippines. • Maintained thorough knowledge of products, promotions, and company policies. • Handled a high volume of customer contacts through phone daily.