Amante D.
Senior Technical Support Specialist
Open to offersNew to PlatformAbout
Amante D. is a seasoned Virtual Assistant, Customer Experience, and Technical Support Specialist with over nine years of expertise in BPO and remote roles. He has successfully supported operations in healthcare, telecom, fintech, e-commerce, and NGO sectors, with direct involvement in companies such as SwiRL, Majorel Philippines, HelloConnect, Optum Global Solutions, EcoRenew Philippines, Firstsource Solutions Ltd., West Contact Services, Sitel Philippines, and TELUS International Philippines. Known for his ability to optimize back-office operations and resolve complex technical and customer service issues, Amante has utilized CRM platforms like Salesforce and Podio, managed technical troubleshooting for ISP and software, and overseen customer retention processes. His hands-on experience includes multi-channel support, content moderation, lead conversion, and full-cycle B2B service implementation, consistently delivering high-quality results in fast-paced, KPI-driven environments.
Experience
Virtual Administrative Staff
SwiRL (NGO) · 2022 — 2023Conducted comprehensive research initiatives to support the development of academic and STEM programs. Provided accurate proofreading and finalized documents for publication readiness. Enhanced document workflows to boost team productivity and turnaround efficiency.Live Video Content Moderator
Majorel Philippines · 2021 — 2022Ensured platform integrity by evaluating a high volume of live-stream content in accordance with policy standards. Identified and escalated violations, taking appropriate enforcement actions to maintain compliance and user safety. Achieved consistency and accuracy in a fast-paced, metrics-focused environment.Customer Service Support
HelloConnect · 2021 — 2021Provided exceptional customer experiences to enhance product adoption and engagement. Addressed complex inquiries with an emphasis on first-contact resolution and customer retention. Collaborated across functions to resolve recurring issues and refine service processes. Surpassed KPIs related to quality, efficiency, and customer satisfaction.Customer Service Advocate
Optum Global Solutions · 2019 — 2020Facilitated support for healthcare members concerning prescriptions, billing, and coverage inquiries. Simplified complex benefit structures, offering clear and customer-friendly guidance. Maintained compliance and accuracy within a highly regulated context.Customer Service Support
EcoRenew Philippines · 2019 — 2019Oversaw multi-channel support (voice, chat, email) to ensure high responsiveness and accuracy. Efficiently resolved billing issues and coordinated service appointments. Kept detailed documentation to support service continuity and reporting.Customer Service Specialist (Barclays B2B UK)
Firstsource Solutions Ltd. · 2016 — 2019Managed inbound and outbound banking interactions with an emphasis on resolution and conversion. Handled account requests, such as credit card replacements, with precision. Created revenue opportunities by converting qualified leads into active customers.Technical Support Specialist
West Contact Services · 2014 — 2014Delivered technical troubleshooting support for ISP services, devices, and related account concerns. Assisted customers with upgrades, service modifications, and equipment replacements.Technical Support Specialist
Sitel Philippines · 2011 — 2012Provided remote troubleshooting expertise, system optimization, and software support. Efficiently resolved technical issues to enhance system performance and user experience.Customer Service Associate
TELUS International Philippines · 2010 — 2010Assisted customers with billing inquiries, account management, and service-related questions. Maintained high standards of service delivery within a fast-paced call center setting.Service Implementation Manager (Verizon B2B ISP)
Firstsource Solutions Ltd.Oversaw the complete implementation process of B2B ISP services from order through to activation. Provided real-time updates on milestones while ensuring adherence to SLAs. Coordinated efforts with both vendors and internal teams to facilitate seamless service delivery.
Skills & Expertise
Education
- Bachelor of Science in Information Technology (Undergraduate)Governor Andres Pascual College
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