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Raphael Anthone Santos
Professional
Manila, PhilippinesAsia/Manila9h/week$502
About
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.
Skills
Blog WritingContent CopywritingContent ResearchContent StrategyClient RelationsCRMEmail SupportHelp DeskTechnical SupportAdmin ResearchCalendar ManagementDocument PreparationEmail ManagementMicrosoft OfficeCanvaVideo EditingProofreadingCustomer Support
Experience
IT Service Desk Analyst
HCL Technologies
May 2025 - Dec 2025
● 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
Account Associate
Vision X Incorporated
Oct 2024 - Apr 2025
● 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.