Althea I.
Mid-Level Customer Service and Technical Support Specialist
Open to offersNew to PlatformAbout
Althea S. is an experienced Virtual Assistant specializing in route planning and customer service, with professional expertise developed across the BPO and logistics support sectors in Cebu, Philippines. From 2021 through 2025, she has worked the graveyard shift with industry leaders such as Concentrix, Results CX, and Teletech, supporting clients through technical support and inbound customer care. Althea's roles have involved optimizing local transportation logistics using route analysis and data-driven adjustments, delivering technical troubleshooting for customer concerns, and maintaining efficient client communications to ensure on-time service delivery. Her strong background in process management and direct support solutions is underscored by a current pursuit of a Bachelor’s in Industrial Technology (Computer Technology), shaping a foundation in data interpretation and practical IT support.
Experience
Virtual Assistant – Route Planner and Customer Service Representative
null · 2024 — 2025Possesses knowledge of the local area and typical routes, including traffic patterns and peak times. Effectively manages time to optimize route scheduling, reducing wait times while ensuring timely pick-ups and drop-offs. Analyzes past trip data to identify and amend inefficiencies in planning. Communicates with clients regarding ETAs and adjusts for schedule changes as needed. Adjusts route plans to meet specific client demands and instructions, swiftly addressing unexpected challenges.Technical Support
Teletech, IT Park, Cebu · 2024 — 2024Assists customers with a variety of technical issues. Provides detailed, step-by-step troubleshooting guidance. Works in tandem with field technicians to resolve customer challenges. Shows capability to navigate complex situations with a focus on customer satisfaction.Customer Service Representative
Results CX, Mactan Newtown, Mactan, Lapu-Lapu City · 2024 — 2024Acts as the main point of contact for customers, addressing inbound inquiries by phone and efficiently resolving issues. Maintains focus on procedures and tasks while ensuring best practices in customer service are adhered to. Promotes customer loyalty through integrity and accountability, managing time in a professional manner.Technical Support
Concentrix, Mactan Newtown, Lapu-Lapu City · 2021 — 2023Provides assistance to customers on a range of technical issues. Offers clear, step-by-step instructions for troubleshooting problems. Collaborates with field technicians to resolve customer inquiries. Demonstrates proficiency in handling ambiguous situations while prioritizing customer success.
Skills & Expertise
Education
- Bachelor’s in Industrial Technology, Major in Computer TechnologyLapu-Lapu City College · 2025 — Present
- Science, Technology, Engineering and MathAsian Learning Center Pajo · 2018 — 2020
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