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Work Background
Concentrix BPO Private LtdCustomer Service & Technical Support Representative (Voice Support)
Oct. 2012 - May. 2016Angeles, Central Luzon, Philippines• Delivered exceptional voice-based support for CLEAR ISP customers, addressing billing, signal, and outage concerns. • Promoted to Dell Laptop Tier 1 Technical Support post-acquisition due to outstanding performance and adaptability. • Achieved high metrics in First Call Resolution and customer satisfaction while mastering new technical platforms.
Concentrix (formerly Stream/Convergys)Technical Support Representative
Oct. 2012 - May. 2016Provided voice-based support for CLEAR ISP customers, resolving billing concerns, signal issues, and outage-related inquiries for residential users. Promoted internally after company acquisition to Dell Laptop Tier 1 Technical Support due to strong call performance and adaptability. Successfully supported users with hardware/software troubleshooting, basic diagnostics, and driver updates. Walked customers through Windows OS issues, BIOS access, and peripheral setup, escalating advanced issues to Tier 2 support. Maintained high metrics in First Call Resolution, call quality, and CSAT while adapting to new technical platforms.
NCO GroupCustomer Service Representative – T-Mobile (Prepaid & Postpaid)
Jun. 2009 - Jul. 2012Angeles, Central Luzon, PhilippinesIn my role at NCO Group, I provided comprehensive customer service for T-Mobile's prepaid and postpaid customers. I handled a high volume of calls, addressing billing inquiries, technical issues, and account modifications. My ability to explain complex billing in an accessible manner significantly reduced escalations and enhanced customer satisfaction. Transitioning to postpaid accounts expanded my skill set in multi-line plans and upgrades.
NCO (now Alorica)Customer Service Representative
Jun. 2009 - Jul. 2012Handled 30–50+ inbound calls daily, supporting T-Mobile’s prepaid and postpaid customers with billing, technical support, and account modifications. Transitioned from prepaid to postpaid accounts after one year, gaining experience in multi-line plans, upgrades, and dispute resolution. Explained complex billing and plan structures in clear, customer-friendly language, reducing escalations and improving satisfaction. Documented call outcomes using CRM tools while consistently meeting targets in AHT, QA, and FCR.
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