Professional
For nearly a decade, I have been a key asset in the BPO industry, handling various programs across multiple roles. I started as a Community Support Agent, ensuring customer engagement and satisfaction. I then advanced as a Subject Matter Expert, guiding teams and improving workflows. My journey also led me to Technical Support—twice—where I honed my troubleshooting skills, and later as an HR Specialist, managing employee relations and internal processes. Throughout these roles, I adapted to different challenges, contributing to the success of each program I was part of. However, as the industry evolved, issues such as lower pay and increased micromanagement became more prevalent, leading me to seek new opportunities. With my experience in problem-solving, adaptability, and continuous learning, I am now transitioning into the tech industry. I am exploring potential roles or any position that aligns with my skills and knowledge.
HCL Technologies
● Resolved technical incidents across various tools from Entra, Active Directory, Citrix Workspace Director, DDWI. ● Managed ticket queues and SLA compliance via ServiceNow ● Delivered system troubleshooting and end-user support ● Practiced structured communication under high-volume environments
Vision X Incorporated
● Provided non-voice chat support for US-based e-commerce customers, handling after-sales requests and logistics-related incidents. ● Specialized in shipment tracking and delivery issue investigation, educating users on resolution pathways and timelines. ● Guided users through structured after-sales processes, including dispute initiation and documentation requirements.
Telus International Philippines
● Delivered technical support for Yahoo! Mail, assisting US-based users with account access, configuration, and troubleshooting. ● Specialized in secure account recovery for users with inaccessible secondary authentication methods. ● Ensured proper routing of international users to correct regional support channels to maintain service efficiency.
ProbeCX
● Handled post-rental disputes, lost item investigations, reservation inquiries, and document requests for a global mobility account. ● Temporarily supported reservations and sales calls due to operational requirements. ● Redeployed to support an Australian telecommunications account following program closure, ensuring continuity of service.
Conduent
● Supported HR shared services for the Asia-Pacific region, covering onboarding, job changes, benefits administration, loans, and payroll inquiries. ● Processed employee requests following established HR policies, compliance standards, and service timelines. Malaysia, Indonesia, and Vietnam.
Sykes
● Provided customer and technical support for a U.S.-based telecommunications provider during the onboarding and training phase. ● Assisted with account inquiries, basic troubleshooting, and service-related concerns following documented procedures. ● Gained exposure to high-volume, metrics-driven support environments and U.S. customer service standards. ● Developed foundational skills in communication, issue documentation, and escalation handling
Teleperformance
● Provided software installation, configuration, and troubleshooting support; briefly handled chat-based technical support. Accomplishments: ● Top Performing Agent for the 3rd Quarter of 2020
ePerformax
● Managed M2M escalations, appeals review, and complex dispute investigations; served as SME for over two years. Accomplishments: ● Top Teammate / M2M Email Rockstar for June 2016