Customer support/ Escalation specialist

Verified

$4/hr

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Outline

Looking for Full-Time work (8 hours/day) at $4/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

Customer support and escalations specialist with extensive BPO experience in escalations, service fulfillment, and back-office operations. Proven ability to resolve complex technical, billing, and provisioning issues while meeting SLA targets, achieving ~85% first-call resolution and 4.5+/5 CSAT. Known for clear communication, strong documentation, prioritization, and process improvements that reduce repeat incidents and support smooth service delivery.

Skills & Experience

Skills

Customer EXPERIENCE 10+ Years

Customer Service Representative 10+ Years

Customer service, adminstrative work 10+ Years

Customer / Chat Support 2-5 Years

Custmer Service || Time Management || Leadership || Active Listening Skills 2-5 Years

Experience highlights

Tier 2, Service Fulfillment, Globe Telecom

Teleperformance · April/2026 – Present

Resolved escalated technical, provisioning, and billing issues for Globe Telecom customers, restoring service quickly and reducing repeat contacts.
Prioritized case queues, maintained accurate trackers, and managed handoffs to support SLA adherence and keep work moving efficiently.
Identified recurring issue patterns and recommended process improvements to strengthen customer experience and operational consistency.

Subject Matter Expert, Fanatics

Teleperformance · August/2025 – Present

Resolved complex escalated customer cases using subject-matter expertise to support retention and effective issue resolution.
Coached and guided team members on difficult situations with clear, customer-centric communication and attention to accuracy.
Supported consistent case handling by reinforcing process requirements and professionalism in high-pressure interactions.

Customer Care Expert, Fanatics

Teleperformance · October/2024 – Present

Delivered customer support across phone, email, and chat, resolving inquiries and complaints with accurate, professional communication.
Documented cases clearly, followed process requirements, and maintained organized records to support timely resolution and a consistent customer experience.
Balanced multiple support channels while ensuring each customer interaction was handled efficiently and with care.

Escalation Specialist, Navient

Teleperformance · September/2024 – Present

Resolved a high-volume escalation queue by prioritizing cases based on urgency, risk, and regulatory impact.
Handled escalations in line with CFPB, FDCPA, and company policy requirements to ensure compliant and consistent resolution.
Tracked complex cases closely and communicated status updates clearly to support timely follow-through.

Customer Service Rep, Navient

Teleperformance · March/2012 – Present

Served as the primary point of contact for Navient borrowers, resolving billing, repayment plan, and account inquiries through inbound calls and email.
Managed a high-volume caseload of 50–80 contacts per day while maintaining ~85% first-call resolution and customer satisfaction scores above 4.5/5.

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