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Annelyn D. — Mid-Level Virtual Assistant Customer Support Specialist from Philippines

Annelyn D.

Mid-Level Virtual Assistant Customer Support Specialist

Philippines 2-3 years
Open to offersNew to Platform
Languages
English
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About

Annelyn D. is an experienced Virtual Assistant with a background in the business process outsourcing industry, specializing in Customer Support and Technical Support. From 2019 to 2023 at TheResultsCx in Pasig City, she managed inbound customer calls focused on billing and network issues, resolved disputes, verified account data, and executed troubleshooting for mobile and internet concerns, maintaining organized records via CRM management. As a Technical Advisor 1 at Concentrix (2023–2026), she diagnosed and addressed TV service problems, guided customers through technical solutions, escalated complex issues, and contributed to increased customer satisfaction through structured troubleshooting and efficient documentation. Annelyn D. also possesses certifications in real estate, social media marketing, and general virtual assistant work, supporting her competency in content posting and remote digital solutions.

Experience

  • Technical Advisor 1

    Concentrix · 2023 — 2026
    Identified and rectified TV service issues such as no signal and pixelation, working to minimize service disruption. Guided customers through troubleshooting processes and coordinated with service technicians when necessary. Escalated complex hardware and network issues to Tier 2 support, providing detailed documentation to facilitate quicker resolutions. Maintained precise case records in CRM systems, ensuring efficient follow-ups. Followed established troubleshooting protocols to enhance first-call resolution, positively impacting customer satisfaction scores.

  • Customer Support

    TheResultsCx · 2019 — 2023
    Managed inbound customer inquiries related to billing, service activation, and network challenges, enhancing overall customer satisfaction through effective resolution. Addressed and clarified billing disputes by reviewing account histories, thus minimizing repeat inquiries. Ensured compliance with security protocols while verifying customer account information to protect data privacy. Executed step-by-step troubleshooting for mobile data and internet connectivity issues, which restored access and reduced service interruptions. Accurately recorded all customer interactions in the CRM system, contributing to team efficiency.

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