Andrea C.
Senior Technical Support Representative
Open to offersNew to PlatformAbout
Andrea Camille E. is an experienced Technical Support Representative with eight years at TELUS Digital Philippines, supporting US-based customers in the telecommunications and digital services industry. Leveraging a Bachelor of Science in Psychology from Universidad de Manila, Andrea Camille E. specializes in troubleshooting technical issues, particularly with email platforms such as Microsoft Outlook, Gmail/Google Workspace, Apple Mail, and web-based clients. Her responsibilities include providing clear, step-by-step support via inbound calls, resolving concerns to uphold high customer satisfaction scores, and consistently meeting KPIs like AHT, FCR, and QA metrics. Additionally, she assists with remote desktop troubleshooting, conducts email setup and configuration, and mentors new agents, contributing to efficient customer service operations in a high-volume, fast-paced environment.
Experience
Sales - Technical Support Representative / Customer Support Representative
TELUS Digital Philippines · 2018 — PresentDelivered technical support to US-based customers through inbound calls, assisting in troubleshooting and providing clear step-by-step guidance for technical solutions. Addressed customer concerns effectively while securing high Customer Satisfaction (CSAT) scores. Achieved and surpassed key performance indicators such as AHT (Average Handle Time), FCR (First Call Resolution), and Quality Assurance metrics. Additionally, mentored new agents and contributed to training initiatives as necessary.
Skills & Expertise
Education
- Bachelor of Science in PsychologyUNIVERSIDAD DE MANILA · 2013 — 2017
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