Skills
Office and Administration > Quality Assurance
2-5 Years
CRM
2-5 Years
Communication
5-10 Years
Process improvement
2-5 Years
Conflict Resolution
5-10 Years
Team Management
2-5 Years
Root cause analysis
2-5 Years
- Customer Service
5-10 Years
Sales and Retention
5-10 Years
Leadership and Mentoring
2-5 Years
• Time Management
5-10 Years
• Technical Troubleshooting
5-10 Years
Experience highlights
Subject Matter Expert
VXI Global Holdings B.V.
·
January/2026
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Present
Provided expert guidance on processes, tools, and products. Reviewed and validated documentation and training materials. Mentored team members and collaborated on process improvements.
Interim Team Manager
VXI Global Holdings B.V.
·
January/2026
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Present
Supervised daily operations and ensured team met performance targets. Provided coaching and feedback to agents. Handled escalations, monitored KPIs, and facilitated team huddles.
Customer Service Representative
Concentrix CVG Philippines, Inc.
·
July/2024
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Present
Responded to customer inquiries via chat and calls. Followed scripts and knowledge base articles for consistency. Escalated complex issues to Tier II and provided real-time updates to resolve delivery issues.
Account Associate - Customer Care Technical and Sales
Sutherland Global Services
·
May/2023
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Present
Resolved advanced technical issues escalated from Tier I. Performed root cause analysis and documented findings. Guided customers through complex troubleshooting and upsold complementary products.
Account Associate - Customer Care Retention, Billing and Sales
VXI Global Holdings B.V.
·
May/2018
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Present
Delivered prompt, accurate responses to customer inquiries via chat and calls. Engaged at-risk customers to understand concerns. Negotiated renewals and collaborated with QA teams on systemic issues.
