Cullen C.
Mid-Level Technical Support Expert
Open to offersNew to PlatformAbout
Cullen C., recognized for professional excellence in customer service and technical support roles, has effectively leveraged his expertise across diverse industries. He served as a Merchant Support Advisor at Intouch CX, achieving a 97% satisfaction rating by resolving over 150 theme-related issues. Cullen decreased escalations by 22% through proactive communication related to e-commerce configurations. Previously, as a Customer Service Associate at TDCX, he maintained a 94% satisfaction rate addressing booking and account inquiries. His tenure as an Executive Assistant at Athena included managing intake and scheduling for a US Immigration law firm. At Planas Chuliganas, Cullen excelled as a Tech Support Expert, overseeing customer VPN setups and providing connectivity solutions. Additionally, he boasts experience with platforms such as Shopify and Gorgias, as demonstrated during his time with Neopro Cycling Inc, where his role involved Shopify management and cross-timezone support. Cullen holds an Associate degree in Information Technology from the University of Cebu - Main Campus and a Bachelor’s in Hotel and Restaurant Management from Negros Oriental State University.
Experience
Executive Assistant
Athena · 2025 — 2026Managed intake and scheduling for a US Immigration law firm, ensuring timely coordination of appointments. Assisted in gathering documents for visa cases and consultations.Tech Support Expert
Planas Chuliganas · 2026 — 2026Provided assistance to customers regarding VPN setup, connectivity, and account-related issues through chat and email support. Troubleshot technical problems and guided customers through solutions while maintaining professionalism. Accurately documented customer interactions and adhered to established support processes.Merchant Support Advisor
Intouch CX · 2025 — 2025Resolved over 150 theme-related issues and optimized more than 200 Shopify store setups and payouts while maintaining a high level of customer satisfaction. Provided proactive updates and clear communication on store configurations, reducing escalations. Addressed e-commerce concerns within service level agreements and offered consistent post-resolution support to merchants.Customer Service Associate
TDCX · 2024 — 2024Resolved more than 180 monthly booking and account-related support tickets, maintaining a high customer satisfaction rate. Assisted both hosts and guests in navigating disputes and booking modifications to prevent policy breaches. Conducted quality audits to identify and correct response inconsistencies, while providing live chat and voice support for over 200 users weekly.Virtual Assistant
Metalbird Inc · 2023 — 2024Managed calendar activities for client and team meetings. Handled customer interactions across multiple regions and assisted with monitoring, tracking, and troubleshooting retail order issues using Shopify and Gorgias, as well as addressing billing concerns.Technical Support Agent
Accenture Inc · 2024 — 2024Supported a 20% increase in team performance by coaching frontline agents and providing real-time technical guidance. Contributed to a reduction in average handling time by 18% by delivering advanced billing and service resolution for a major UK telecom client. Collaborated with quality and training teams to identify recurring issues and standardized escalation processes.Virtual Assistant
Neopro Cycling Inc · 2022 — 2023Oversaw customer support based on Shopify and Gorgias across multiple time zones. Ensured fulfillment processes were seamless by processing orders, troubleshooting delays, and coordinating with logistics partners. Addressed over 250 inquiries each month across live channels to enhance customer engagement.Technical Support Chat Agent
Continuum Inc Philippines · 2021 — 2021Handled frontline tasks to ensure quality customer service and provided baseline technical support for a major telecommunications company in the US. Ensured high-quality interactions in chat support.Technical Support Subject Matter Expert
Accenture Inc · 2020 — 2021Uphold service standards by ensuring KPIs remained at 97% for three consecutive months while providing exceptional service, earning recognition from clients and management.Subject Matter Expert
Stream-Convergys Inc · 2014 — 2015Took supervisory calls and provided daily updates on team knowledge as a Subject-Matter Expert. Managed installation and troubleshooting for a payroll system (Intuit Payroll Software Desktop) while ensuring compliance with required KPIs.Technical Support Agent
Stream-Convergys Inc · 2014 — 2014Managed daily operations, handling inbound calls while ensuring that KPIs were met. Consistently ranked first in KPIs for three months and recognized as the best agent for Q3-2014. Assisted clients with troubleshooting issues related to Quickbooks payroll systems.
Skills & Expertise
Education
- Bachelor’s in Hotel and Restaurant ManagementNegros Oriental State University
- Associate in Information TechnologyUniversity of Cebu - Main Campus
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