Customer Service and IT Support Professional

Location: Philippines
Rate, USD: $8 / hour
Work schedule: Full Time,
Links
Language skills: English
Available for Hire: Yes

About me

I am an experienced Customer Service and IT Support professional with a proven record of resolving 95% of client issues on the first contact—quickly, efficiently, and with a personal approach. I have demonstrated success across technical support and service desk roles, assisting over 200 users weekly, from individuals to business teams, and managing both basic troubleshooting and advanced IT challenges. My skills in remote tools including remote desktop platforms, ticketing systems, and collaboration software allow me to accurately diagnose and resolve issues. I have maintained an average CSAT score of 90%+ by delivering clear, jargon-free instructions and ensuring full resolution ownership.

I am recognized for turning high-pressure technical issues into smooth, positive user experiences. I have translated complex technical terms into simple language, improving issue comprehension and reducing repeat tickets by 30%. Building long-term client trust through calm, educational interactions has improved retention. I have generated a 15–20% increase in revenue through strategic upselling and cross-selling of tools, upgrades, and subscriptions during support calls, driving customer lifetime value by identifying opportunities to match client needs with additional solutions.

I have reduced average resolution time by 35% through step-by-step video call diagnostics, enabling faster decision-making and service recovery by visually identifying hardware/software issues in under 10 minutes. I am trusted for excellent time management and autonomy in remote settings, delivering consistent results without supervision and ensuring responsiveness across different time zones, reducing missed SLAs to under 2%. I have documented fixes and recurring issues using standardized templates, which reduced repeat inquiries by 25%.

I am committed to long-term solutions and building confidence with every session, leaving clients with actionable steps and peace of mind after each interaction. I am the ideal partner for organizations seeking a proactive, data-driven support expert to enhance service delivery, increase retention, and drive bottom-line results—starting day one.

Professional area

Admin & Virtual Assistant Customer Support

Skills

Coaching Communication Customer Service Problem Solving Project Management Technical Support Time Management Training Upselling

Education

2003 BS Computer Engineering @ STI College Cubao: 2-year Undergraduate

Experience

5/5/2025 - 5/30/2025 Outbound Sales Agent - Work from Home @ Homeaglow: Promoted home cleaning services through outbound calls and follow-ups. Closed deals that contributed to regional sales goals. Maintained CRM records with 100% accuracy.
10/16/2023 – 5/5/2025 Tech Assistant Coach for T-Mobile @ IQOR – SM City Dasmariñas, Cavite: Elevated team KPIs through coaching and performance optimization. Drove revenue via upselling during service interactions. Fostered team development through proactive mentorship.
3/6/2022 – 10/16/2023 Training Mentor for T-Mobile - Work from Home @ IQOR: Developed and delivered training that improved first-call resolution. Guided peers through complex issue resolution, boosting expertise. Strengthened customer relationships and retention through coaching.
12/6/2021 – 3/6/2022 Tech Expert for T-Mobile - Work from Home @ IQOR: Resolved technical issues within performance benchmarks. Contributed to operational improvements through adaptability.
08/06/2020 – 12/6/2021 TEX Expert for T-Mobile - Work from Home @ IQOR: Delivered high-quality service in a fast-paced environment. Adapted to evolving priorities while maintaining performance.
05/06/2020 - 08/06/2020 Collection Agent for AT&T - Work From home @ IQOR: Negotiated payment terms, improving recovery rates. Maintained compliance and customer satisfaction.
01/06/2020 - 05/06/2020 Customer Service Representative for AT&T - Work from Home @ IQOR: Resolved billing concerns and promoted digital tools. Increased revenue through personalized recommendations.
2/16/2019 – 11/7/2019 Telecom Field Engineer @ IVS Technology Services LLC – Dubai, United Arab Emirates: Installed and configured network infrastructure on-site. Diagnosed issues to ensure uninterrupted service delivery.
5/31/2018 – 2/16/2019 IT Helpdesk Analyst for The Disney Company @ ATOS – Pasay: Delivered technical assistance via ServiceNow and remote access. Managed user access and performed advanced troubleshooting.
4/17/2017 – 5/31/2018 Advanced Technical Support / SME for AT&T @ Ibex Global PQ – Parañaque, Metro Manila: Diagnosed escalated issues including international iOS challenges. Mentored peers while maintaining resolution accuracy.
6/13/2016 – 4/15/2017 Subject Matter Expert for UberEATs @ Lizard Bear Tasking, Inc. – Quezon City: Analyzed workflows to enhance customer interaction quality.
8/6/2015 – 6/13/2016 Email Support Representative for Uber @ Email Support Representative for Uber: Responded to high-volume inquiries with timely resolutions.
2/24/2015 – 8/5/2015 Inbound Sales Agent for Sirius XM @ The Results Company – Cainta, Rizal: Maximized sales using consultative communication strategies.
8/28/2003 – 2/24/2015 IT Solutions Administrator @ Gizmo Dojo – Cainta, Rizal: Maintained IT systems ensuring stability and scalability.
1/1/2000 – 8/28/2003 LAN Shop IT @ Doc Rey Online – Quezon City: Installed, maintained, and repaired hardware and networks.
1997–2000 LANShop Crew @ 7-E Computer Shop – Marick, Cainta, Rizal: Managed shop operations and system efficiency using Cafesuite.
1996–1997 Sales Counselor @ Philam Plans, Inc. – Quezon City: Delivered financial consultations that improved plan conversions. Surpassed sales targets through education and outreach.
09/10/1994 - 01/09/1998 Branch Manager @ Fil-Estate Sales, Inc. – Ortigas Center, Pasig City: Directed team strategy, recruitment, and revenue planning. Increased market presence through coaching and outreach.
05/27/1994 - 09/10/1994 Unit Manager @ Fil-Estate Sales, Inc. – Ortigas Center, Pasig City: Coached agents, tracked performance, and guided closings. Strengthened productivity through lead alignment and field training.
04/23/1994 - 05/27/1994 Sales Agent @ Fil-Estate Sales, Inc. – Ortigas Center, Pasig City: Closed property deals via field prospecting and presentations. Maintained manual records and client engagement.
1994 - 1998 Mason @ Freelance Jobs: Built and restored structures using various materials.
1994 - 1998 Sales Agent @ Freelance Jobs: Generated commission-based income through product sales.
4/18/1996 - Present Ballroom Dancer / Performer / Trainer / Coach / Adjudicator @ Freelance Jobs: Performed and coached competitive dancers internationally. Mentored students and judged events under global standards. Led workshops to nurture emerging talent.