Technical Support | Quality Assurance | Analyst

Provided real-time chat support for U.S.-based customers, addressing a variety of technical and account-related concerns with speed and accuracy. Specialized in delivering clear, concise, and empathetic responses while multitasking across multiple conversations. Ensured high customer satisfaction through proactive troubleshooting, detailed documentation, and efficient resolution of inquiries without the need for phone escalation. Known for maintaining professionalism, meeting KPIs, and delivering consistent quality in a fast-paced, high-volume environment.

Provided Tier 1 and Tier 2 technical support for U.S.-based clients under Consolidated Communications and Fidium Fiber. Handled a wide range of concerns including connectivity issues, equipment troubleshooting, backend configuration, and account escalations. Delivered efficient customer service through chat, email, and phone, ensuring quick resolution and customer satisfaction. Coordinated with higher-level support teams and maintained accurate documentation of all cases. Recognized for strong problem-solving skills, attention to detail, and ability to guide new agents on complex processes.

I have strong experience in quality assurance at TP Philippines, where I monitor agents for quality control, ensure compliance with standards, evaluate call performance, and provide constructive feedback to help improve service quality and overall customer experience.

Handled customer inquiries and technical concerns through email with a focus on accuracy, clarity, and professionalism. Delivered timely resolutions by analyzing issues, providing step-by-step guidance, and coordinating with internal teams when necessary. Maintained high-quality written communication while managing multiple tickets efficiently. Consistently met SLA targets and ensured customer satisfaction by providing detailed, personalized responses with a calm and solution-oriented tone.

Provided excellent customer service by addressing inquiries, resolving concerns, and ensuring a smooth and positive experience across multiple channels (phone, chat, and email). Demonstrated active listening, empathy, and professionalism while assisting customers with account issues, billing questions, and technical support. Maintained high customer satisfaction scores through effective communication, patience, and a solution-focused approach.