Alexis V.
Senior Customer Support Specialist
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Alexis V. is a seasoned Customer Support Specialist and Subject Matter Expert with over 11 years of experience. Operating in the high-paced environment at Concentrix Quezon City, Alexis has demonstrated expertise in enhancing team performance and driving customer satisfaction. As a Team Leader Trainee for the Apple Online Store Support, Alexis led a team of over 20 sales representatives, optimizing individual and team outcomes through strategic coaching. In previous roles as a Subject Matter Expert, Alexis provided vital real-time support for Tier 2 teams, particularly in iOS technical support and iTunes & App Store customer support, facilitating fast and accurate issue resolution. With a strong foundation in Customer Satisfaction, Problem Solving, and Analytical Thinking, Alexis effectively managed escalated cases, leveraging deep product knowledge and communication skills in chat and email contexts. Alexis's educational background includes studies in Computer Science and Information Systems from Centro Escolar University and Civil Engineering from Bulacan State University.
Experience
Team Leader Trainee - Apple Online Store Support
Concentrix Quezon City · 2022 — 2023Guided a team of over 20 sales representatives, enhancing both individual and collective performance through focused coaching and strategic interventions. Created a results-oriented atmosphere by providing continuous feedback and instant support.Subject Matter Expert - iOS Technical Support
Concentrix Quezon City · 2021 — 2022Functioned as the primary resource for the Tier 2 team, facilitating quicker and more precise issue resolution by offering real-time guidance. Played a vital role in enhancing team efficiency and first-contact resolution by sharing comprehensive product knowledge.Subject Matter Expert Tier 2 Chat - iTunes & App Store Customer Support
Concentrix Quezon City · 2017 — 2021Provided essential support to escalation agents in addressing intricate customer issues. Boosted team performance by offering immediate, actionable support during live interactions, establishing recognition as a reliable authority on product knowledge.Tier 2 Chat - iTunes & App Store Customer Support
Concentrix Quezon City · 2014 — 2017Managed escalated cases with attention and care. Served as a liaison between customers and internal teams, ensuring the timely resolution of complex issues while providing assistance through chat and email channels.Tier 1 Email Advisor - iTunes & App Store Customer Support
Concentrix Quezon City · 2012 — 2014Processed a high volume of customer inquiries while consistently achieving service and satisfaction standards. Applied analytical thinking to discern trends in customer feedback, contributing to initiatives that enhanced overall customer experience.
Skills & Expertise
Education
- Computer Science and Information SystemsCentro Escolar University · 2008 — 2012
- Bachelor of Science in Civil EngineeringBulacan State University · 2003 — 2006