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Work Background
RingCentralTeam Leader-Non Voice
Aug. 2019 - Jul. 2023Primary Job Responsibilities:
• Coach, motivate, and influence to reach their metrics
• Thrive in a high-transaction, high volume, chat environment
• Lead and supervise teams to work under tight deadlines
• Build and enhance customer relationships • Train staff on company processes, policies, and procedures
• Identify needs for and drive process improvements
• Delegate authority and responsibility with accountability and follow up
• Provide feedback to cross-functional departments as the voice of CHAT
• Effectively prioritize multiple tasks, projects and deadlines simultaneously
• Mentor and develop direct reports
• Handle customer tech escalations
RingCentralTier 2 / SME
Jan. 2018 - Aug. 2019Primary Job Responsibilities:
•Reviewed support requests received by phone or email from customers or Tier 1 agents, ensuring thorough evaluation
• Assessed the nature of issues, including their reproducibility and remediation steps undertaken
•Conducted continued troubleshooting, which involved inspecting devices, smartphones, operating systems, configurations, network router setups, or quality of service
RingCentralTechnical Support Representative/Chat Support
Jun. 2015 - Jan. 2018Philippines• Assisted customers with RingCentral account setup, onboarding, and user configurations to ensure smooth platform adoption
• Guided users through basic and advanced troubleshooting including company greetings, call forwarding, group setup, and custom call flows
• Provisioned and integrated IP phones into the RingCentral telephony system, ensuring seamless connectivity
• Supported third-party app integrations and advised on compatibility to enhance productivity and customer satisfaction
• Walked customers through meeting setup, configurations, and usage for optimal performance
• Delivered timely resolutions to customer inquiries and complaints through online chat with empathy and professionalism
• Communicated effectively using web-based tools, demonstrating excellent written communication and problem-solving skills
• Recognized for mastering key support tools and contributing to consistent, high-quality service across the department
SYNNEX Concentrix CorpProduct Support Specialist/SME
Jun. 2013 - Jun. 2015Region XI - Davao, Philippines• Resolved escalated and high-complexity issues, maintaining a first-call resolution rate of 90%+ for connectivity, firmware, and configuration challenges.
• Mentored and coached a team of junior support agents, boosting team productivity and enhancing customer satisfaction scores.
• Collaborated with engineering teams on product testing and bug identification, leading to reduced repeat issues and improved firmware stability.
• Spearheaded support initiatives that contributed to a 15% decrease in ticket backlog, accelerating resolution times.
• Provided guidance on advanced networking features including remote access, VLAN configurations, parental controls, and app integration.
• Participated in product feedback loops, influencing hardware revisions and software enhancements based on end-user insights.
• Supported beta testing and soft launches of new Linksys and Belkin devices, offering data-driven recommendations pre-release.
SYNNEX Concentrix CorpProduct Support Specialist – Linksys
Oct. 2009 - Jun. 2013• Provided technical support for routers, extenders, and mesh Wi-Fi systems, delivering timely troubleshooting across phone, chat, and email channels
• Diagnosed and resolved hardware, software, and connectivity issues to reduce downtime and ensure smooth user experience
• Guided customers through setup, firmware updates, and advanced configurations with clear and patient communication
• Handled account services including authentication, warranty checks, and product registration
• Maintained detailed and accurate case records using CRM tools like Salesforce
• Advised users on network performance, device compatibility, and security best practices
• Collaborated with engineering and QA teams to escalate bugs and share customer insights for product improvement
• Authored and updated internal knowledge base articles, FAQs, and support documentation
• Participated in beta testing of new hardware and firmware releases, sharing usability feedback with stakeholders
• Promoted relevant networking products and upsell services when appropriate, adding value to customer interactions
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