Buenavista, Philippines · Working remote
Customer Service & Technical Support Professional
Seven-plus years keeping customers unstuck and brands consistent, across BPO floors in Cebu City and remote teams in Houston, Queensland and Germany. Technical support first, writing and social media now.
01 — About
Summary
I am a customer service and technical support professional with over seven years of BPO and remote work experience. I resolve technical issues, manage social media accounts, and drive prospect outreach.
The through line is the same in every role: figure out what the person on the other end actually needs, then handle it without making them repeat themselves. That started on Amazon device support, where I troubleshot Kindles, Fire tablets and mobile apps over phone, chat and email. It carried into call analysis and prospecting at a Houston marketing firm, into book research and copy written for ghostwriters at an Australian publisher, and into the social accounts I now plan, edit and schedule for agencies in Germany.
I hold a Bachelor of Science in Information Technology from Father Saturnino Urios University and communicate fluently in English at C2 level.
02 — Experience
Roles newest first, with the degree at the base. Dates run from 2014 to today.
Customer Service Associate Jul 2018 — Dec 2018
03 — Projects
Three pieces that cover the range: short-form video, long-form content planning, and front-line support.
Project 01 · Social video
Cut and edited for a client's social account. Built for a feed where the first second decides whether anyone stays: a hook that lands immediately, no dead frames, and on-screen text that carries the whole thing with the sound off. It passed half a million views.
Watch the reel →Project 02 · Content
Research and full chapter plan for a wellness publisher's senior fitness title, written for ghostwriters to draft from. Nine chapters with word targets, a reader profile grounded in real demographics, the pain points the book had to answer, and a defined voice so every writer on it sounded like one author.
Project 03 · Support
Front-line technical support for Kindle, Fire tablets and the iOS and Android apps, across phone, chat and email. Diagnosed faults, escalated the ones that needed a specialist under company protocol, and handled order, billing and account questions in the same queue, against productivity and quality targets.
04 — Skills
05 — Contact
Email is the surest way to reach me. I am based in the Philippines and work with teams across US and European hours.