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Abigail M. — Mid-Level Customer Service and Technical Support Specialist from Philippines

Abigail M.

Mid-Level Customer Service and Technical Support Specialist

Philippines 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Abigail M. is a seasoned Customer Service Specialist with a strong background in technical support and team leadership. With a tenure at Full Potential Solutions from February 2025 to March 2026, she honed her skills in mentoring teams to improve Key Performance Indicators, focusing on both technical troubleshooting and customer retention. Abigail played a pivotal role in resolving complex escalations and providing real-time guidance on telecommunications products and internal systems. Her expertise as a Subject Matter Expert and Account Specialist involved managing high-volume inquiries, ensuring First Call Resolution, and maintaining a high Customer Satisfaction score. At VXI from 2023 to 2024, she enhanced the customer experience by managing inquiries, order placements, and product recommendations, utilizing CRM software for seamless service documentation. Abigail's tenure at iQOR from 2020 to 2023 further solidified her skills in managing orders and addressing customer issues efficiently, while her leadership capabilities included overseeing teams and conducting training to ensure optimal service delivery.

Experience

  • Technical Support Specialist

    Full Potential Solutions · 2025 — 2026
    Mentored a team of agents to enhance Key Performance Indicators (KPIs) with an emphasis on technical troubleshooting and customer retention. Provided floor support by addressing complex escalations and delivering real-time guidance on telco products and internal systems. Analyzed team performance metrics to pinpoint knowledge gaps and facilitated refresher training sessions to promote compliance with processes.

  • Technical Support Specialist

    VXI · 2023 — 2024
    Provided assistance to customers via phone, email, and chat regarding product inquiries, order placements, and issue resolution. Made personalized recommendations aligned with customers' preferences to improve their shopping experience. Managed orders, ensured prompt deliveries, and quickly addressed any potential issues to sustain customer satisfaction. Liaised with the logistics team to monitor shipments and resolve delivery-related matters.

  • Sales and Service Specialist | Supervisor OIC

    iQOR · 2020 — 2023
    Oversaw customer service representatives during busy periods, offering guidance and support to uphold service quality and efficiency. Led team meetings and training sessions to keep staff informed about new products, promotions, and best practices. Monitored team performance and offered constructive feedback, implementing action plans aimed at enhancing productivity and efficiency. Managed escalated customer issues, ensuring timely and satisfactory resolutions.

  • Account Specialist

    Full Potential Solutions
    Handled high-volume customer inquiries related to telecommunication services, billing, and technical support while prioritizing First Call Resolution (FCR). Frequently surpassed monthly sales and service objectives, ensuring a high Customer Satisfaction (CSAT) score. Accurately recorded customer interactions and resolved account discrepancies by utilizing various CRM tools.