A highly experienced customer support professional with a decade in the BPO industry, adept at managing multi-channel communication (voice, chat, email) and leading teams to achieve key performance indicators. My background encompasses diverse roles, demonstrating strong problem-solving skills and a proven ability to adapt to various client needs, from technical support to travel assistance and financial services. I'm seeking opportunities to leverage my comprehensive experience and contribute to a dynamic and growth-oriented team.

Education

• Bachelor of Science in Computer Science
  Father Saturnino Urios University
  Graduated Year: 2014

Skills

• Basic knowledge for CSS, HTML

• Basic knowledge for Web design

• Basic knowledge for JAVA GUI

• Basic knowledge for Excel and Google Sheet

• Basic knowledge for admin task

• Trained for Global Positioning System (GDS)

Language

• English

• Filipino

Work Experience

Accenture - World’s Largest Search Engine
Subject-Matter-Expert (SME) Lead
📅 Oct 2020 – Nov 2024

• Manage Team performance and key KPI’s (Attendance, CSAT, QA, AHT)

• Manage Client expected metrics (Line adherence, Service Level, Daily Adherence, Billable Hours)

• Assisting customers in 3 channels - Chat, email and phone with app download issues, in-app purchases, digital content access, payment concerns, and other related issues for the Play Store.

• Provide the necessary troubleshooting steps.

ExlService Philippines - Assurance Healthcare
CSR (Contractual)
📅 Sep 2020 – Oct 2020

Teleperformance - Egencia
Travel Consultant
📅 Nov 2019 – Sep 2020

• Provide assistance and recommendations for booking, changing, or canceling stand-alone or package reservations for flights, hotels, or car rentals, in alignment with the company’s travel policy, for both domestic and international travel.

• Educate and guide clients on their company’s travel policy, as well as the specific policies of airlines, hotels, and land transportation providers.

Sykes Asia Inc. - CenturyLink
TSR
📅 Jun 2020 – Sep 2020

• Assist the customer with Internet & Phone connection issue

• Provide troubleshooting steps

• Set technician appointment

• Coordinate and schedule appointments for customers to speak with licensed specialists about their specific insurance needs and receive a quote.

Concentrix - Intuit / QuickBooks
CSR - Advance Payroll Specialist
📅 Nov 2018 – Nov 2019

• Correct the customer’s payroll using QuickBooks or Intuit tools, based on the provided documents and forms.

• Assist and guide clients in reporting, filing, and amending their monthly, quarterly, and annual tax returns.

Teleperformance - Orbitz, Travel
CSR
📅 Feb 2015 – Apr 2018

• Assist travelers with booking, changing, or canceling stand-alone flights, hotels, car rentals, events, or package bookings for both domestic and international travel.

• Provide support and recommendations for reservations impacted by irregular operations or schedule changes.

Teletech - MSV
Technical Associate
📅 Jul 2017 – Jan 2018

• Verify the type of Geek Squad phone insurance the client holds.

• Conduct a phone assessment to recommend either a phone replacement or repair.

• Search for a nearby store with availability and schedule an in-store appointment for the client.

• Provide basic troubleshooting steps.

TechMahindra Vcustomer - FingerHut
CSR
📅 Dec 2014 – Dec 2014

• Assist customers with processing their orders.

• Provide updates on delivery dates and order status.

• Offer alternative or comparable items when necessary.

References

• Available upon request