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Allyssa K. — Mid-Level Customer Support Specialist from Philippines

Allyssa K.

Mid-Level Customer Support Specialist

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

Allyssa K. is a dedicated Technical Support and Customer Service Specialist known for achieving 100% Quality Assurance (QA) scorecard performance and top-tier Customer Satisfaction (CSAT) ratings in high-volume BPO environments. With over three years of experience, she excels in providing multichannel support through phone, chat, and email, while proficiently utilizing Microsoft 365, Salesforce, and Shopify. Her role at Movate Philippines involved troubleshooting customer issues, maintaining service level agreements, and escalating complex cases with thorough documentation. Promoted to Subject Matter Expert, she was instrumental in supporting floor operations, coaching agents, and creating standard operating procedures and knowledge assets. Her commitment to operational excellence is further highlighted by her contributions to process improvement, root-cause analysis, and customer advocacy. Allyssa serves the gaming and printing industries, providing seamless customer interactions while safeguarding brand reputation across social media platforms.

Experience

  • Customer Service / Technical Support Specialist

    Movate Philippines · 2023 — 2026
    Deliver technical and account support via phone, chat, and email in a fast-paced environment. Troubleshoot device, order, and account issues while achieving a 100% QA score. Address customer concerns promptly to meet SLA targets. Manage escalations of complex cases, ensuring accurate documentation and follow-up.

  • OFFICE ASSISTANCE

    JL Printing House · 2022 — 2023
    Handle client communications and manage email inquiries to ensure timely responses and project updates. Keep track of production status for multiple printing orders and coordinate scheduling, documentation, and invoice preparation for stakeholders. Organize operational files to enhance administrative workflow efficiency.

  • Sales Support Agent – Gaming Account

    SA Rivendell Solution Inc. · 2023 — 2023
    Assist players with account verification, bonus promotions, and platform inquiries through voice support. Oversee promotional bonus codes, ensuring accurate application on player accounts. Provide guidance for account funding and verification and resolve player issues regarding bonuses and access. Respond to customer inquiries on social media platforms like Facebook, Instagram, and Amazon Seller Central.

  • SME (Subject Matter Expert)

    Movate Philippines
    Act as the primary resource for agents on complex customer cases, offering process guidance and troubleshooting assistance. Create internal documentation for new processes, identify operational gaps, and suggest improvements. Contribute to training initiatives and help agents handle challenging customer interactions.

  • Social Media Agent

    Company not specified
    Monitor and address customer inquiries in public comments while maintaining brand reputation. Escalate high-risk complaints and collaborate with internal support teams for effective responses.

Skills & Expertise

Training and Education

Education

  • Bachelor of Science in Tourism Management
    St. Therese College of Taguig · 2018 — 2021
  • Senior High School – General Academic Strand
    Monlimar Development Academy · 2017 — 2018

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