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7 years of experience

Skills

Technical Support (Phone, Chat, Email) CRM & Ticketing Systems (Zendesk, LiveAgent) Customer Retention & Escalation Handling Troubleshooting (Internet, Cable TV, Mobile Devices, Software & Hardware) Account Management & Billing Support Remote Technical Assistance KPI & Performance Metrics (FCR, AHT, CSAT) Case Ownership & Follow‑Through Customer Education & Product Guidance Cross‑Functional Collaboration Incident Management Service Level Agreement (SLA) compliance Technical Documentation Team Re‑hire & Knowledge Transfer

Experience

Retention Specialist

Teleperformance

2018-01 - 2018-12

Built rapport with customers and applied tailored retention strategies, including customized offers and service upgrades, to reduce churn. Handled escalations and resolved complex technical issues that could lead to cancellations. Collaborated closely with billing and technical support teams to ensure swift resolution of customer concerns. Consistently met retention and satisfaction targets in a high‑pressure BPO environment.

Technical Support Representative

VXI Global

2018-01 - 2019-12

Provided first‑line support for internet, cable TV, phone and streaming services via inbound channels. Troubleshot service disruptions, connectivity issues, equipment malfunctions and software/hardware configurations. Guided customers through modem/router resets, device setup and network optimization, while educating them on product features and self‑service tools. Maintained key performance metrics such as FCR, AHT and CSAT throughout the engagement.

Technical Support Representative

Concentrix

2019-01 - 2025-12

Delivered technical support for computers, mobile devices, operating systems and digital services using Zendesk and LiveAgent across multiple engagements (2019‑2021, 2022, 2025). Resolved software installations, updates, account access issues, hardware performance problems and system configuration challenges. Managed subscription, billing inquiries and digital purchases, achieving perfect performance metrics for three consecutive quarters in 2020. Re‑hired based on strong product knowledge, rapid KPI attainment and consistent CSAT, FCR and AHT results.

Technical Support Representative

AFNI Inc.

2021-01 - 2021-12

Assisted customers with mobile device issues, wireless service plans, SIM cards and network connectivity. Troubleshot service interruptions, data problems, dropped calls and device performance concerns via inbound channels. Guided users through device setup, software updates, APN configuration and network settings while handling account‑related requests such as number porting and plan changes. Escalated unresolved technical concerns while maintaining full case ownership and follow‑through.

Education

Bachelor of Science in Psychology, Mary the Queen College of Quezon City

Languages

English

fluent

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Last updated: 5 hours ago