||Professional Summary||
Results-driven Support Specialist with over 15 years of experience delivering end-to-end technical, billing, and account management support for global SaaS, web hosting, and e-commerce platforms. Tech-savvy professional holding a B.S. in Information Technology, adept at translating complex technical issues into clear solutions while maintaining high customer satisfaction and retention.
||Core Competencies||
Technical Support: DNS Management, Web Hosting Troubleshooting, Domain Setup, E-commerce Support, Email Client Setup.
Account Security & Recovery: Account Access (ID/PW Reset), Primary Contact Replacement, Primary Email Recovery.
Billing & Financial Operations: Renewal & Acquisition Order Processing, Chargeback Disputes, Refund Process.
Client Onboarding & Sales: Account Setup, Product Provisioning, Order Processing, Sales Support.
Conflict Resolution: De-escalation Management, Supervisor Escalation Handling, Customer Retention.
||Work Experience||
Customer & Technical Support Specialist | Newfold Digital (July 2022 - May 2026)
Technical Troubleshooting: Resolved complex technical issues related to domains, DNS configurations, web hosting, e-commerce stores, and email client setups.
Account Access & Recovery: Guided customers through account recovery workflows, including User ID/Password resets, Primary Contact Replacement, and Primary Email Replacement protocols.
Billing & Onboarding: Handled acquisition and renewal transactions, processed refunds, and managed chargeback disputes. Onboarded new clients through seamless account setups and product provisioning.
Lead Generation: Created successful leads for Professional Services team.
Technical & Customer Support Representative | Qualfon (November 2010- March 2022)
Technical Support: Managed device provisioning, configuration, and troubleshooting for telecommunications users.
De-escalation & Supervisor Support: Effectively de-escalated customer complaints and resolved complex issues previously requesting supervisor intervention.
Sales & Customer Support: Handled sales inquiries, product recommendations, and order processing for the 1-800-Flowers account.
***I'm also passionate in using AI tools (Claude, Gemini and OpenAI) and workflow automation (Notion, Zapier, n8n and Make).
***My Home Setup:
Small Office with 27" Dual Monitor Desktop, ASUS / Processor AMD Ryzen 5 5500GT with Radeon Graphics, 3600 Mhz, 6 Core(s), 12 Logical Processor(s)
8 GB RAM/ OS: Windows 11
Reliable internet connection: Wired PLDT Fiber with 50-100mbps speed
***Collaboration and Productivity tools: Slack, Zoom, G-Suite (Sheets, Doc, Forms, Calendar) and Microsoft Office
